Financial service process node optimization method and device, equipment, medium and product

Abstract

The embodiment of the invention provides a process node optimization method, device and equipment for financial business, a medium and a product, and relates to the field of financial science and technology or the field of artificial intelligence. The flow nodes needing to be optimized in the financial service are determined by obtaining the actual operation time consumption and the actual repeated operation times of the multiple users at all the flow nodes when the financial service is operated. And outputting prompt information for the process nodes needing to be optimized, and pointing out reasons or suggestions to be optimized. According to the method, the node needing to be optimized is determined according to the operation time consumption and the operation frequency, the problem of unreasonable design of partial business process nodes caused by business type expansion and customer demand diversification is effectively solved, the error rate of customers in the operation process is remarkably reduced, the business processing efficiency and quality are improved, and the user experience is improved. And meanwhile, the operation burden of the customer is relieved, so that the continuous optimization of the business process and the great improvement of the customer experience are realized.

Description

Technical Field

[0001] The present application relates to the field of financial technology or artificial intelligence, and in particular to a method, device, equipment, medium and product for optimizing process nodes of financial services. Background Art

[0002] With the continuous increase in the types of banking services and the increasing diversification of customer needs, banks need to provide more flexible and efficient business processes that can meet the personalized needs of customers. These business processes should be highly adaptable and able to respond quickly to market changes to ensure that customers can get convenient and accurate services at any time.

[0003] The existing banking business process has been standardized and normalized through clear node division. Each node has clear responsibilities and operation requirements, ensuring the accurate execution of banking business. At the same time, through the mutual cooperation between these nodes, users can obtain the required services in the shortest time, improving customer satisfaction and bank operation efficiency.

[0004] However, with the continuous expansion of business types and the diversification of customer needs, the node design in some business processes has gradually become unreasonable, resulting in customers making frequent errors during operations. Summary of the invention

[0005] The present application provides a method, device, equipment, medium and product for optimizing process nodes of financial services, which are used to solve the technical problem of unreasonable design of some business process nodes caused by the increase in the types of banking services and the diversification of customer needs.

[0006] In a first aspect, the present application provides a method for optimizing process nodes of a financial service, comprising:

[0007] Obtain the actual operation time and actual number of repeated operations at each process node of multiple users in the process of operating financial business within a preset time period;

[0008] For any process node, if the average actual operation time of the multiple users at the process node is greater than the preset ideal operation time of the process node, and / or if the average actual number of repeated operations of the multiple users at the process node is greater than the preset ideal number of repeated operations of the process node, the process node is determined as a process node to be optimized;

[0009] For the process node to be optimized, prompt information is output, where the prompt information is used to indicate the reason and / or suggestion for optimization.

[0010] In a second aspect, the present application provides a process node optimization device for financial services, including:

[0011] An acquisition module is used to acquire the actual operation time and the actual number of repeated operations at each process node of multiple users in the process of operating financial services within a preset time period;

[0012] A determination module, configured to determine, for any process node, if an average actual operation time of the multiple users at the process node is greater than a preset ideal operation time of the process node, and / or if an average actual number of repeated operations of the multiple users at the process node is greater than a preset ideal number of repeated operations of the process node, then determine the process node as a process node to be optimized;

[0013] The output module is used to output prompt information for the process node to be optimized, and the prompt information is used to indicate the reason and / or suggestion for optimization.

[0014] In a third aspect, an embodiment of the present application provides a process node optimization device for financial services, including: a memory, a processor;

[0015] The memory stores computer-executable instructions;

[0016] The processor executes the computer-executable instructions stored in the memory, so that the processor executes the above first aspect and / or various possible implementations of the first aspect.

[0017] In a fourth aspect, an embodiment of the present application provides a computer-readable storage medium, in which computer-executable instructions are stored. When the computer-executable instructions are executed by a processor, they are used to implement the first aspect above and / or various possible implementations of the first aspect.

[0018] In a fifth aspect, an embodiment of the present application provides a computer program product, including a computer program, which, when executed by a processor, implements the above first aspect and / or various possible implementation methods of the first aspect.

[0019] The process node optimization method, device, equipment, medium and product for financial services provided in this application determine the process nodes that need to be optimized in the financial services by obtaining the actual operation time and the actual number of repeated operations at each process node when multiple users operate financial services. For the process nodes that need to be optimized, a prompt message is output to indicate the reasons or suggestions for optimization. This method determines the nodes that need to be optimized by operation time and number of operations, effectively solving the problem of unreasonable design of some business process nodes caused by the expansion of business types and the diversification of customer needs, significantly reducing the error rate of customers during the operation process, improving the efficiency and quality of business processing, and reducing the operational burden of customers, thereby achieving continuous optimization of business processes and a significant improvement in customer experience. BRIEF DESCRIPTION OF THE DRAWINGS

[0020] The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present application and, together with the description, serve to explain the principles of the present application.

[0021] Figure 1 Schematic diagram of the process node optimization method for financial services provided in this application Figure 1 ;

[0022] Figure 2 Schematic diagram of the process node optimization method for financial services provided in this application Figure 2 ;

[0023] Figure 3 A schematic diagram of the structure of a process node optimization device for financial services provided in this application;

[0024] Figure 4 A schematic diagram of the structure of the process node optimization equipment for financial services provided in this application.

[0025] The above drawings have shown clear embodiments of the present application, which will be described in more detail later. These drawings and text descriptions are not intended to limit the scope of the present application in any way, but to illustrate the concept of the present application to those skilled in the art by referring to specific embodiments. DETAILED DESCRIPTION

[0026] Exemplary embodiments will be described in detail herein, examples of which are shown in the accompanying drawings. When the following description refers to the drawings, the same numbers in different drawings represent the same or similar elements unless otherwise indicated. The implementations described in the following exemplary embodiments do not represent all implementations consistent with the present application. Instead, they are merely examples of devices and methods consistent with some aspects of the present application as detailed in the appended claims.

[0027] It should be noted that the process node optimization methods, devices, equipment, media and products for financial services provided in this application can be used in the field of financial technology or artificial intelligence, and can also be used in any field other than the field of financial technology or artificial intelligence. This application does not limit the application field of the process node optimization methods, devices, equipment, media and products for financial services.

[0028] The continuous increase in banking services and the increasing diversification of customer needs have prompted banks to provide more flexible, efficient and fast business processes that can accurately meet the personalized needs of each customer. These processes must have strong adaptability and be able to keep up with the market to ensure that customers can enjoy a convenient and accurate service experience at any time.

[0029] At present, the banking business process has achieved the standardization and standardization of process management through fine node division. Each node is given clear and specific responsibilities and operating guidelines to ensure the accurate execution of banking business. At the same time, these nodes work closely together to form an efficient service chain, allowing customers to quickly obtain the required services, thereby improving customer satisfaction and the bank's operational efficiency.

[0030] However, with the continuous expansion of business types and the diversification of customer needs, the node design in some business processes has gradually become unreasonable, resulting in customers making frequent errors during operations.

[0031] In response to the above problems, the process node optimization method for financial services provided in this application determines the process nodes that need to be optimized in financial services by obtaining the actual operation time and the actual number of repeated operations at each process node when multiple users operate financial services. For the process nodes that need to be optimized, a prompt message is output to indicate the reasons or suggestions for optimization. This method determines the nodes that need to be optimized by operation time and number of operations, effectively solving the problem of unreasonable design of some business process nodes caused by the expansion of business types and diversification of customer needs, significantly reducing the error rate of customers during operations, improving the efficiency and quality of business processing, and reducing the operational burden of customers, thereby achieving continuous optimization of business processes and a significant improvement in customer experience.

[0032] The technical solution of the present application and how the technical solution of the present application solves the above-mentioned technical problems are described in detail below with specific embodiments. The following specific embodiments can be combined with each other, and the same or similar concepts or processes may not be repeated in some embodiments. The embodiments of the present application will be described below in conjunction with the accompanying drawings.

[0033] Figure 1 Schematic diagram of the process node optimization method for financial services provided in this application Figure 1 .like Figure 1 As shown, the method includes:

[0034] S101. Acquire actual operation time and actual number of repeated operations at each process node during the operation of financial services by multiple users within a preset time period.

[0035] The preset time period may be, for example, the past two days, the past week, or the past month, and this application does not impose any special restrictions on this. For example, assuming that the preset time period is the past week. If the current time is December 1, 2024, the system will obtain data from November 25, 2024 to December 1, 2024.

[0036] Different types of financial services have different corresponding process nodes. For example, if the financial service is a time deposit handling process, it includes: {Process Node 1: Select deposit type and term, Process Node 2: Prepare funds and identity certificate, Process Node 3: Fill out deposit slip or online operation, Process Node 4: Verify identity information, Process Node 5: Confirm fund entry, Process Node 6: Issue deposit certificate (such as deposit certificate), Process Node 7: Expiration reminder and description of renewal / withdrawal options}; If the financial service is an account opening process, it includes: {Process Node 1: Customer consultation and appointment, Process Node 2: Document preparation and review, Process Node 3: Fill out account opening application form, Process Node 4: Identity verification (such as ID card, facial recognition), Process Node 5: Sign account opening agreement, Process Node 6: Account setup and activation, Process Node 7: Issue bank card / passbook, Process Node 8: Account security reminder and education}.

[0037] By obtaining the actual operation time and the actual number of repeated operations at each process node when multiple users are operating financial services within a preset time period, it means that it is possible to obtain the time spent and the number of operations performed at each process node when each user within the preset time period completes their respective financial services.

[0038] It is understandable that different users operate different financial services. For example, when user A is handling the fixed deposit process, the actual operation time of each process node in the process is 10 seconds and the actual number of repeated operations is 1; when user B is opening a bank account, the actual operation time of each process node in the process is 55 seconds and the actual number of repeated operations is 0; when user C is transferring money through mobile banking, the actual operation time of each process node in the process is 1 minute and the actual number of repeated operations is 3.

[0039] The method of obtaining the information in this step may be, for example, obtained from log records in a bank's self-service machine for handling business, or from log records in other business handling platforms of the bank. This application does not impose any special restrictions on this.

[0040] S102. For any process node, if the average actual operation time of multiple users on the process node is greater than the preset ideal operation time of the process node, and / or if the average actual number of repeated operations of multiple users on the process node is greater than the preset ideal number of repeated operations of the process node, the process node is determined as a process node to be optimized.

[0041] The ideal operation time refers to the shortest time expected to complete a process node in a financial business without any abnormality, delay or unnecessary waiting. The ideal operation time can be 15 seconds, for example.

[0042] The ideal number of repeated operations refers to the minimum number of operations expected to be achieved under normal circumstances to complete a process node in a financial business. The ideal number of repeated operations can be, for example, 0. This application does not impose any special restrictions on the ideal operation time and the ideal number of repeated operations.

[0043] The purpose of this step is to determine which nodes in the financial business need to be optimized.

[0044] It is understandable that multiple users may handle the same financial business within a preset time period. However, even when facing the same financial business, different users may have differences in actual operation time and number of repeated operations. Therefore, in order to more accurately analyze which process nodes in the financial business need to be optimized, it is necessary to calculate the average actual operation time and number of repeated operations for each process node in the financial business for multiple users to handle the same financial business, and compare them with the preset ideal operation time and ideal number of repeated operations.

[0045] For example, if the financial service is a mobile banking transfer process, the mobile banking transfer process includes multiple process nodes such as login verification, selecting a payee, entering a transfer amount, and confirming transfer information. It is known that the ideal operation time of the "login verification" node, the "select a payee" node, the "enter a transfer amount" node, and the "confirm transfer information" node are 20 seconds, 30 seconds, 32 seconds, and 25 seconds, respectively, and the ideal number of repeated operations is 0 times, 0 times, 0 times, and 0 times, respectively.

[0046] Based on the above information, the system will first obtain the actual operation time and actual number of repeated operations of multiple users at each process node during the operation of financial services within a preset time period; then, for the mobile banking transfer process, the system determines that user A, user B and user C have respectively operated the mobile banking transfer process; then, the system will determine the average actual operation time of the "login verification", "select payee", "enter transfer amount" and "confirm transfer information" nodes as 19.67S, 42.33S, 37.33S and 50S, and the average actual number of repeated operations is 1 time, 2 times, 2 times and 2 times; then, the system will compare the average actual operation time of the "login verification" node, "select payee" node, "enter transfer amount" node and "confirm transfer information" node with the ideal operation time, and determine that "select payee", "enter transfer amount" and "confirm transfer information" are the process nodes to be optimized; at the same time, the system will also compare the average actual number of repeated operations of the "login verification", "select payee", "enter transfer amount" and "confirm transfer information" nodes with the ideal number of repeated operations, and determine that the "login verification" node, "select payee", "enter transfer amount" and "confirm transfer information" nodes are the nodes to be optimized.

[0047] Optionally, the present application provides a method for determining an ideal operation time and an ideal number of repeated operations, including:

[0048] The first step is to determine, for any financial business, the actual test time and actual number of repeated tests of multiple testers at each process node to be tested based on the various process nodes to be tested included in the financial business.

[0049] It is understandable that in the testing process of financial services, it is necessary to first split the financial services and clarify the various process nodes contained therein. Then, for each process node, it is determined as a process node to be tested. Subsequently, multiple testers are arranged to test them separately, and the actual test time and the number of repeated tests of each tester in the actual test are recorded.

[0050] For example, suppose the financial service is the "account opening process" and the node to be tested is the "document preparation and review" node. Then, arrange multiple testers to test the process nodes separately. Each tester will conduct multiple tests and record the actual time and number of repeated tests for each test. Taking tester A as an example, tester A conducted 4 tests on the "document preparation and review" node. The actual time consumed for each test was 5 seconds, 5 seconds, 6 seconds and 5 seconds, respectively, and the actual number of repeated tests for each test was 1. Similarly, testers B, C, D and E also conducted 4 tests on the node respectively, and recorded their respective test times and number of repeated tests.

[0051] The second step is to determine the average actual test time and standard deviation of the actual test time of multiple testers at any process node.

[0052] Among them, the average actual test time is used to characterize the average test efficiency of multiple testers on the same process node.

[0053] The standard deviation of actual test time is used to characterize the degree of dispersion between the test times of multiple testers at the same process node.

[0054] The third step is to determine the average actual test time as the ideal operation time of the process node, or to determine the difference between the average actual test time and the standard deviation of the actual test time as the ideal operation time of the process node.

[0055] The purpose of this step is to provide a clear and measurable optimization time standard for the process nodes.

[0056] For example, suppose the average actual test time of the "Document Preparation and Review" node is 10, and the standard deviation of the actual test time is 6. Based on the above information, there are two ways to set the optimization time standard set by the system for the "Document Preparation and Review" node. The first is to directly set 10 as the ideal operation time, and the other is to set the difference between the average actual test time and the standard deviation of the actual test time, 4, as the ideal operation time.

[0057] The fourth step is to directly set the ideal number of repeated operations of the process node to 0.

[0058] Among them, 0 indicates that a process node is not executed repeatedly.

[0059] It can be understood that by setting the number of repeated operations of a process node to 0 and taking this as a goal or expectation, it means that the system expects that the node will not be repeatedly operated by the user in future process executions.

[0060] S103. Output prompt information for the process node to be optimized, where the prompt information is used to indicate the reason and / or suggestion for the optimization.

[0061] The purpose of this step is to provide clear feedback to relevant personnel (such as developers, operation and maintenance personnel or process managers) about the process nodes to be optimized, so that relevant personnel can understand why these nodes need to be optimized and may obtain specific suggestions on how to optimize them.

[0062] The method of outputting the prompt information in this step may be, for example, to display the prompt information in a visual manner on the management tool of the relevant personnel. The visual manner includes, but is not limited to: system log manner, pop-up window prompt. The application does not impose any special restrictions on this.

[0063] For example, suppose that in the mobile banking transfer process, the process nodes to be optimized are the "Login Verification" node and the "Select Payee" node. Then the system will output the corresponding prompt information for "Login Verification": "Reason: Verification steps are cumbersome or system response is slow. Suggestion: It is recommended to optimize the verification process, such as introducing biometric technology to reduce the number of password inputs, or improve system performance."

[0064] At the same time, for the "Select Payee" node, the corresponding prompt information is output as follows: "Reason: The payee list is too long or the search function is not convenient. Suggestion: Optimize the interface design, provide a clearer payee selection path, or introduce smart matching function to reduce the user's manual input and selection time."

[0065] The process node optimization method for financial services provided in the embodiment of the present application analyzes the business process through the actual operation time and the actual number of repeated operations at each process node when multiple users operate financial services within a preset time period. For any process node, if it is determined that the average value of the actual operation time of the user at the node is greater than the preset ideal operation time, or the average value of the actual number of repeated operations is greater than the preset ideal number of repeated operations, it is determined that the process node needs to be optimized. For the process nodes that need to be optimized, a prompt message is output to indicate the reasons or suggestions for optimization. This method effectively solves the problem of unreasonable design of some business process nodes caused by the expansion of business types and the diversification of customer needs, significantly reduces the error rate and confusion of customers during the operation process, and improves the efficiency and quality of business processing.

[0066] Figure 2 Schematic diagram of the process node optimization method for financial services provided in this application Figure 2 ,like Figure 2 As shown, in this embodiment Figure 1 Based on the embodiment, a process node optimization method for financial services is described in detail, and the method includes:

[0067] S201. Obtaining actual operation time and actual number of repeated operations at each process node during the operation of financial services by multiple users within a preset time period.

[0068] The explanation of step S201 refers to the explanation of the above embodiment and will not be repeated here.

[0069] S202. For any process node, if the average actual operation time of multiple users on the process node is greater than the preset ideal operation time of the process node, and / or if the average actual number of repeated operations of multiple users on the process node is greater than the preset ideal number of repeated operations of the process node, the process node is determined as a process node to be optimized.

[0070] The explanation of step S202 refers to the explanation of the above embodiment and will not be repeated here.

[0071] S203. If the average actual operation time of multiple users on the process node is greater than the preset ideal operation time of the process node, a first prompt message is output for the process node to be optimized, where the first prompt message is used to prompt that the reason for the optimization is system abnormality or complicated process.

[0072] The purpose of judging whether the average actual operation time of multiple users at a process node is greater than the preset ideal operation time of the process node is to determine whether the average actual operation time of the process node exceeds the ideal range.

[0073] If the average actual operation time of multiple users on a process node is greater than the preset ideal operation time of the process node, it indicates that the average actual operation time of the process node exceeds the ideal range. At this time, it is necessary to output the first prompt information for the process node to be optimized.

[0074] It is understandable that by outputting the first prompt information, relevant personnel can be promptly reminded that the time consumed by a certain process node in actual operation exceeds the preset ideal standard, thereby prompting relevant personnel to quickly locate the cause of the problem. Whether it is a system abnormality or a complicated process design, it can receive timely attention and resolution.

[0075] For example, suppose that in the "Confirm Transfer Information" node of the mobile banking transfer process, the system presets an ideal operation time of 5 seconds, but through the analysis of the data in the past week, it is found that the actual operation time of this node has reached an average of 10 seconds. At this time, the system will output the first prompt message: "Note: The "Confirm Transfer Information" node is to be optimized. The reason for the optimization may be that the system response is slow or the process design is too complicated, resulting in the user operation taking too long."

[0076] S204. If the average actual number of repeated operations of multiple users on a process node is greater than the preset ideal number of repeated operations of the process node, a second prompt message is output for the process node to be optimized, and the second prompt message is used to prompt that the reason for the optimization is unreasonable interface design or complicated process.

[0077] The purpose of judging whether the average actual number of repeated operations of multiple users at a process node is greater than the preset ideal number of repeated operations of the process node is to determine whether the user has repeated operation behavior at the process node.

[0078] If the average actual number of repeated operations of multiple users on a process node is greater than the preset ideal number of repeated operations of the process node, it indicates that the user has repeated operation behavior in the process node. At this time, it is necessary to output the second prompt information for the process node to be optimized.

[0079] It is understandable that by outputting the second prompt information, the problem of too many repeated operations in the process nodes can be pointed out to relevant personnel in a timely manner, and the relevant personnel can be prompted that the reason for optimization may be that the interface design is not intuitive and easy to use or the process arrangement is too complicated, thereby prompting relevant personnel to pay attention to and improve these aspects, reduce users' repeated operations, and improve user experience and process efficiency.

[0080] For example, suppose that in the "Select Payee" node of the mobile banking transfer process, the system presets the ideal operation time to be 0.5 times, but through the analysis of the data in the past week, it is found that the average actual operation time of this node has reached 3 times. At this time, the system will output the prompt message: "Note: The "Select Payee" node is to be optimized. The reason for the optimization may be that the payee list is too long or the search function is not convenient, resulting in multiple operations by the user. The optimization suggestion is to optimize the search and filtering function to improve the selection efficiency."

[0081] S205. Determine the number of times different types of abnormal situations occur in each process node within the first time period, where the different types of abnormal situations include: the actual operation time is greater than the ideal operation time, and the difference between the actual operation time and the ideal operation time is greater than a first threshold; the actual number of repeated operations is greater than the ideal number of repeated operations, and the difference between the actual number of repeated operations and the ideal number of repeated operations is greater than a second threshold; user operation error; system operation.

[0082] The first time period may be the same as the preset time period, for example, assuming that the preset time period is the past day, then the first time period may also be the past day.

[0083] The first threshold value indicates that the actual operation time of the process node is extremely time-consuming, and the first threshold value may be 30S, for example.

[0084] The second threshold value indicates that the actual number of repeated operations of the process node is a high number of repeated operations, and the second threshold value may be 5 times, for example.

[0085] User operation errors include, but are not limited to: incorrect address information entered by the user at a relevant process node, or incorrect postal code information entered.

[0086] System operations are used to indicate errors that occur in the system itself, such as errors in the system server.

[0087] The purpose of this step is to more comprehensively and accurately count the number of different types of abnormal situations that occur in each process node during the first time period. These abnormal situations cover various types such as actual operations taking too long, too many repeated operations, user operation errors, and system operation abnormalities.

[0088] For example, assuming that the first time period is the past day, it is known that the "mobile banking transfer process" includes: "login verification", "select payee", "enter transfer amount" and "confirm transfer information", then the system can count the number of different types of abnormal situations that occurred in the "login verification" node, "select payee" node, "enter transfer amount" node and "confirm transfer information" node in the past day.

[0089] S206. Determine the process nodes to be observed in each process node based on the number of times different types of abnormal situations occur in each process node.

[0090] The purpose of this step is to determine a more representative process node where an abnormal error occurs from multiple process nodes, and determine the process node as a node to be observed.

[0091] For example, suppose that the number of different types of abnormal situations in the "Login Verification" node, "Select Payee" node, "Enter Transfer Amount" node, and "Confirm Transfer Information" node in the past day were 10, 13, 18, and 7 times respectively. Based on the above information, the system can determine that the process node to be observed is the "Enter Transfer Amount" node from these nodes.

[0092] Optionally, the present application provides a possible implementation method, which specifically includes:

[0093] The first step is to determine the abnormality rate of each process node based on the number of times different types of abnormal situations occur at each process node.

[0094] Among them, the exception rate refers to the ratio of the number of different types of exceptions that occur in a certain process node within the first time period to the total number of operations on the node.

[0095] The purpose of this step is to determine the proportion of abnormal situations that occur in each process node during the first time period.

[0096] Understandably, in financial services, different process nodes have different tasks and functions. For example, in the mobile banking transfer process, the "Login Verification" node is responsible for verifying the user's identity, and the "Select Payee" node allows the user to select the transfer object from the contact list. The content and execution logic of these nodes are different. Therefore, the types and frequencies of abnormal situations that occur during their actual operation may also be different. Therefore, in order to accurately evaluate the proportion of abnormal situations that occur in these process nodes during actual operation, it is necessary to determine the abnormal rate of each process node based on the number of different types of abnormal situations that occurred in each process node over the past period of time.

[0097] For example, suppose that the number of different types of abnormal situations in the "Login Verification" node, "Select Payee" node, "Enter Transfer Amount" node, and "Confirm Transfer Information" node in the past day were 10 times, 13 times, 18 times, and 7 times, respectively, and the total number of operations in the past day were 30 times, 33 times, 20 times, and 14 times, respectively. Based on the above information, the system can determine that the abnormal rates of the "Login Verification" node, "Select Payee" node, "Enter Transfer Amount" node, and "Confirm Transfer Information" node are 33.3%, 39.4%, 90%, and 50%, respectively.

[0098] In the second step, the process nodes with the highest abnormality rate and the process nodes with the most abnormal situations are determined as the process nodes to be observed.

[0099] Among them, by determining the process nodes with the highest abnormality rate and the process nodes with the most abnormal situations as the process nodes to be observed, it means that the system has identified the process nodes in the financial business that need the most attention and improvement.

[0100] In this step, for example, the abnormality rates of each process node can be first sorted in descending order to obtain the abnormality rate sorting results of each process node, and the number of abnormal situations of each process node can be sorted in descending order to obtain the number sorting results of each process node; then, according to the abnormality rate sorting results of each process node, the process node with the highest abnormality rate is obtained, and according to the number sorting results of each process node, the process node with the most abnormal situations is obtained; finally, the process node with the highest abnormality rate and the process node with the most abnormal situations are all determined as the process nodes to be observed.

[0101] For example, suppose that the number of different types of abnormal situations in the "Login Verification" node, "Select Payee" node, "Enter Transfer Amount" node, and "Confirm Transfer Information" node in the past day were 10 times, 13 times, 18 times, and 7 times, respectively, and the abnormal rates in the past day were 33.3%, 39.4%, 90%, and 50%, respectively. Based on the above information, the system can first determine that the process node with the highest abnormal rate is Select Payee, and the process node with the most abnormal situations is "Select Payee"; then, the system will determine "Select Payee" as the process node to be observed.

[0102] S207. Based on the number of times various types of abnormal situations occur in the process node to be observed within the first time period, and the number of times various types of abnormal situations occur in the second time period after the first time period, determine the process node to be optimized in the process node to be observed, and output a third prompt information, where the third prompt information is used to prompt that the reason for the optimization is unreasonable interface design or cumbersome process.

[0103] The second time period refers to a continuous time period after the first time period. The length of the second time period may be equal to the length of the first time period.

[0104] The purpose of this step is to determine which process nodes need optimization by analyzing the number of times various types of abnormal situations occur in the process nodes to be observed in two different time periods, and output prompt information to indicate possible reasons for optimization.

[0105] In this step, for example, after determining the number of times different types of abnormal situations occur in the process node to be observed within the first time period, the number of times different types of abnormal situations occur in the process node to be observed within the second time period can be determined first, wherein the second time period is located after the first time period; then, the number of times different types of abnormal situations occur in the process node to be observed within the first time period is compared with the number of times different types of abnormal situations occur in the process node to be observed within the second time period to obtain a changing trend of abnormal situations occurring in the node to be observed under different types of situations; finally, based on the changing trend of abnormal situations occurring in the node to be observed under different types of situations, the process node to be optimized is determined from the nodes to be observed.

[0106] It can be understood that by comparing and analyzing the number of times various types of abnormal situations occur in the process nodes to be observed in two consecutive time periods (i.e., the first time period and the second time period), those process nodes with persistent abnormal problems, i.e., the process nodes to be optimized, can be accurately identified, so that the system can quickly focus on the process nodes that may have a negative impact on financial business efficiency and user experience.

[0107] At the same time, by outputting the third prompt information, the problems existing in these process nodes can be clearly pointed out, such as unreasonable interface design or cumbersome processes, thereby providing relevant personnel with clear optimization directions and basis, helping relevant personnel to improve processes more effectively.

[0108] Optionally, the present application provides a possible implementation method, which specifically includes:

[0109] The first step is to determine the change trend of various types of abnormal situations of the process node to be observed based on the number of times various types of abnormal situations occur in the process node to be observed in the first time period and the number of times various types of abnormal situations occur in the second time period after the first time period.

[0110] The types of changing trends include, but are not limited to, an upward trend and a downward trend.

[0111] An upward trend refers to the increase in the number of times a certain type of abnormal situation occurs in the observed node from the first time period to the second time period. For example, if the "login verification" node has 3 abnormal situations due to operation errors in the first time period, and the number of such abnormal situations increases to 8 times in the second time period, then it can be determined that the change trend of the "login verification" node is an upward trend.

[0112] A downward trend refers to a decrease in the number of abnormal situations of a certain type in the observed node from the first time period to the second time period. For example, assuming that the "Data Preparation and Review" node has 15 abnormal situations of operation errors in the first time period, and in the second time period, the number of such abnormal situations has decreased to 4 times, then it can be determined that the change trend of the "Data Preparation and Review" node is a downward trend.

[0113] The purpose of this step is to determine the changing trend of abnormal situations on these process nodes by comparing the number of times various types of abnormal situations occur in the process nodes to be observed in two consecutive time periods (the first time period and the second time period).

[0114] In the second step, the process nodes to be observed whose changing trend of any type of abnormal situation is rising are determined as the process nodes to be optimized among the process nodes to be observed.

[0115] The purpose of this step is to identify those process nodes to be observed that show an upward trend in a certain type of abnormal situation as nodes that need further optimization and improvement, i.e., process nodes to be optimized, based on the abnormal situation change trend obtained from the first step analysis.

[0116] It is understandable that after determining the changing trends of various situations at the process nodes to be observed, it is necessary to further screen out those nodes where abnormal situations are showing an upward trend. These nodes are likely to have problems such as defects, cumbersome operations or system instability because of the frequent or continuous increase in abnormal situations. These problems may not only lead to reduced work efficiency, but also increase the risk of errors, which will have an adverse impact on the stability and efficiency of the overall process.

[0117] Therefore, by identifying nodes where abnormal situations show an increasing trend as process nodes to be optimized, the system can conduct a more comprehensive analysis of these process nodes to be optimized, thereby ensuring the smooth operation and efficient development of financial business.

[0118] The process node optimization method for financial services provided in the embodiment of the present application identifies the nodes to be optimized by obtaining the actual time and number of repetitions of the user's operation of each process node within a preset time period. If the average time consumed by the user operation of a certain node exceeds the ideal value, or the average number of repeated operations is too high, it is regarded as a node to be optimized, and prompt information is output respectively, indicating possible reasons such as system abnormality, cumbersome process or unreasonable interface design. Furthermore, the number of various abnormalities (such as too long time consumption, too many repeated operations, user operation errors, and system operation abnormalities) that occur in each node in different time periods is also counted, and the nodes to be observed are determined accordingly. Based on the changes in the number of abnormalities in continuous time periods, the nodes to be optimized are finally determined, and optimization suggestions are output.

[0119] This method successfully solves the problem of unreasonable design of some business process nodes caused by the expansion of business types and the diversification of customer needs by obtaining and analyzing the actual time and number of repetitions of user operations of various financial business process nodes within a preset time period. It can effectively identify those nodes where user operations take too long or are repeated frequently as objects to be optimized, and output prompt information to reveal potential reasons, such as system abnormalities, cumbersome processes or unreasonable interface design. Furthermore, this method accurately locates the nodes to be observed by counting the number of abnormalities of each node in different time periods, and finally determines the nodes to be optimized and optimization suggestions based on the abnormal changes in continuous time periods. This method not only significantly improves the speed and quality of business processing, reduces customer operation errors and repeated operations, but also greatly reduces the customer's operating burden, making the business process smoother and more efficient.

[0120] Figure 3 A schematic diagram of the structure of the process node optimization device for financial services provided in this application, such as Figure 3 As shown, the process node optimization device 300 for financial services provided in this embodiment includes:

[0121] The acquisition module 301 is used to acquire the actual operation time and the actual number of repeated operations at each process node of multiple users in the process of operating financial services within a preset time period;

[0122] The determination module 302 is used to determine, for any process node, if the average actual operation time of the multiple users at the process node is greater than the preset ideal operation time of the process node, and / or if the average actual number of repeated operations of the multiple users at the process node is greater than the preset ideal number of repeated operations of the process node, then determine the process node as a process node to be optimized;

[0123] The output module 303 is used to output prompt information for the process node to be optimized, and the prompt information is used to indicate the reason and / or suggestion for optimization.

[0124] The process node optimization device for financial services provided in this embodiment can execute the method provided in the above method embodiment. Its implementation principle and technical effects are similar, and are not described in detail in this embodiment.

[0125] Figure 4 This is a schematic diagram of the structure of the process node optimization device for financial services provided in this application. Figure 4 As shown, the electronic device 400 provided in this embodiment includes: at least one processor 401 and a memory 402. Optionally, the device 400 also includes a communication component 403. The processor 401, the memory 402 and the communication component 403 are connected via a bus 404.

[0126] In a specific implementation process, at least one processor 401 executes the computer-executable instructions stored in the memory 402, so that at least one processor 401 executes the above method.

[0127] The specific implementation process of the processor 401 can be found in the above method embodiment, and its implementation principle and technical effect are similar, so this embodiment will not be repeated here.

[0128] In the above embodiments, it should be understood that the processor can be a central processing unit (CPU), or other general-purpose processors, digital signal processors (DSP), application-specific integrated circuits (ASIC), etc. A general-purpose processor can be a microprocessor or any conventional processor. The steps of the method disclosed in the invention can be directly implemented as a hardware processor, or can be implemented by a combination of hardware and software modules in the processor.

[0129] The memory may include a high-speed memory (Random Access Memory, RAM), and may also include a non-volatile memory (NVM), such as at least one disk storage.

[0130] The bus can be an Industry Standard Architecture (ISA) bus, a Peripheral Component Interconnect (PCI) bus, or an Extended Industry Standard Architecture (EISA) bus, etc. The bus can be divided into an address bus, a data bus, a control bus, etc. For ease of representation, the bus in the drawings of this application is not limited to only one bus or one type of bus.

[0131] The present application also provides a computer program product, including a computer program, which implements the above method when executed by a processor.

[0132] The present application also provides a computer-readable storage medium, in which computer-executable instructions are stored. When a processor executes the computer-executable instructions, the above method is implemented.

[0133] The above-mentioned readable storage medium can be implemented by any type of volatile or non-volatile storage device or a combination thereof, such as static random access memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic memory, flash memory, magnetic disk or optical disk. The readable storage medium can be any available medium that can be accessed by a general or special-purpose computer.

[0134] An exemplary readable storage medium is coupled to a processor so that the processor can read information from the readable storage medium and write information to the readable storage medium. Of course, the readable storage medium can also be a component of the processor. The processor and the readable storage medium can be located in an application specific integrated circuit (Application Specific Integrated Circuits, referred to as: ASIC). Of course, the processor and the readable storage medium can also exist in the device as discrete components.

[0135] The division of units is only a logical function division, and there may be other divisions in actual implementation, such as multiple units or components can be combined or integrated into another system, or some features can be ignored or not executed. Another point is that the mutual coupling or direct coupling or communication connection shown or discussed can be an indirect coupling or communication connection through some interface, device or unit, which can be electrical, mechanical or other forms.

[0136] The units described as separate components may or may not be physically separated, and the components shown as units may or may not be physical units, that is, they may be located in one place or distributed on multiple network units. Some or all of the units may be selected according to actual needs to achieve the purpose of the solution of this embodiment.

[0137] In addition, each functional unit in each embodiment of the present invention may be integrated into one processing unit, or each unit may exist physically separately, or two or more units may be integrated into one unit.

[0138] If the function is implemented in the form of a software functional unit and sold or used as an independent product, it can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of the present invention, or the part that contributes to the prior art, or the part of the technical solution, can be embodied in the form of a software product. The computer software product is stored in a storage medium, including several instructions for a computer device (which can be a personal computer, server, or network device, etc.) to perform all or part of the steps of the methods of each embodiment of the present invention. The aforementioned storage medium includes: U disk, mobile hard disk, read-only memory (ROM, Read-Only Memory), random access memory (RAM, Random Access Memory), disk or optical disk, etc. Various media that can store program codes.

[0139] Those skilled in the art can understand that all or part of the steps of implementing the above-mentioned method embodiments can be completed by hardware related to program instructions. The aforementioned program can be stored in a computer-readable storage medium. When the program is executed, the steps of the above-mentioned method embodiments are executed; and the aforementioned storage medium includes: ROM, RAM, disk or optical disk and other media that can store program codes.

[0140] It should be noted that, for the aforementioned method embodiments, for the sake of simplicity, they are all expressed as a series of action combinations, but those skilled in the art should be aware that the present application is not limited by the described order of actions, because according to the present application, certain steps can be performed in other orders or simultaneously. Secondly, those skilled in the art should also be aware that the embodiments described in the specification are all optional embodiments, and the actions and modules involved are not necessarily required by the present application.

[0141] It should be further noted that, although the various steps in the flowchart are displayed in sequence according to the indication of the arrows, these steps are not necessarily executed in sequence in the order indicated by the arrows. Unless there is a clear description in this article, the execution of these steps is not strictly limited in order, and these steps can be executed in other orders. Moreover, at least a portion of the steps in the flowchart may include multiple sub-steps or multiple stages, and these sub-steps or stages are not necessarily executed at the same time, but can be executed at different times, and the execution order of these sub-steps or stages is not necessarily to be carried out in sequence, but can be executed in turn or alternately with other steps or at least a portion of the sub-steps or stages of other steps.

[0142] It should be understood that the above-mentioned device embodiments are only illustrative, and the device of the present application can also be implemented in other ways. For example, the division of units / modules in the above-mentioned embodiments is only a logical function division, and there may be other division methods in actual implementation. For example, multiple units, modules or components can be combined, or can be integrated into another system, or some features can be ignored or not executed.

[0143] In addition, unless otherwise specified, each functional unit / module in each embodiment of the present application may be integrated into one unit / module, each unit / module may exist physically separately, or two or more units / modules may be integrated together. The above-mentioned integrated unit / module may be implemented in the form of hardware or in the form of a software program module.

[0144] If the integrated unit / module is implemented in the form of hardware, the hardware may be a digital circuit, an analog circuit, etc. The physical implementation of the hardware structure includes but is not limited to transistors, memristors, etc. Unless otherwise specified, the processor may be any appropriate hardware processor, such as a CPU, a GPU, an FPGA, a DSP, an ASIC, etc. Unless otherwise specified, the storage unit may be any appropriate magnetic storage medium or magneto-optical storage medium, such as a resistive random access memory (RRAM), a dynamic random access memory (DRAM), a static random access memory (SRAM), an enhanced dynamic random access memory (EDRAM), a high-bandwidth memory (HBM), a hybrid memory cube (HMC), etc.

[0145] If the integrated unit / module is implemented in the form of a software program module and sold or used as an independent product, it can be stored in a computer-readable memory. Based on this understanding, the technical solution of the present application, or the part that contributes to the prior art, or all or part of the technical solution can be embodied in the form of a software product. The computer software product is stored in a memory, including a number of instructions to enable a computer device (which can be a personal computer, server or network device, etc.) to execute all or part of the steps of the various embodiments of the present application. The aforementioned memory includes: U disk, read-only memory (ROM, Read-Only Memory), random access memory (RAM, Random Access Memory), mobile hard disk, disk or optical disk and other media that can store program codes.

[0146] In the above embodiments, the description of each embodiment has its own emphasis. For the part not described in detail in a certain embodiment, please refer to the relevant description of other embodiments. The technical features of the above embodiments can be combined arbitrarily. In order to make the description concise, all possible combinations of the technical features in the above embodiments are not described. However, as long as there is no contradiction in the combination of these technical features, they should be considered to be within the scope of this specification.

[0147] Those skilled in the art will readily appreciate other embodiments of the present application after considering the specification and practicing the invention disclosed herein. The present application is intended to cover any modification, use or adaptation of the present application, which follows the general principles of the present application and includes common knowledge or customary techniques in the art that are not disclosed in the present application. The specification and examples are intended to be exemplary only, and the true scope and spirit of the present application are indicated by the following claims.

[0148] It should be understood that the present application is not limited to the precise structures that have been described above and shown in the drawings, and that various modifications and changes may be made without departing from the scope thereof. The scope of the present application is limited only by the appended claims.

Claims

1. A method for optimizing process nodes of financial services, characterized in that: include: Obtain the actual operation time and actual number of repeated operations at each process node of multiple users in the process of operating financial business within a preset time period; For any process node, if the average actual operation time of the multiple users at the process node is greater than the preset ideal operation time of the process node, and / or if the average actual number of repeated operations of the multiple users at the process node is greater than the preset ideal number of repeated operations of the process node, the process node is determined as a process node to be optimized; For the process node to be optimized, prompt information is output, where the prompt information is used to indicate the reason and / or suggestion for optimization.

2. The method according to claim 1, characterized in that The outputting of prompt information for the process node to be optimized includes: If the average actual operation time of the multiple users at the process node is greater than the preset ideal operation time of the process node, a first prompt information is output for the process node to be optimized, and the first prompt information is used to prompt that the reason for the optimization is system abnormality or cumbersome process.

3. The method according to claim 1, characterized in that The outputting of prompt information for the process node to be optimized includes: If the average actual number of repeated operations of the multiple users on the process node is greater than the preset ideal number of repeated operations of the process node, a second prompt message is output for the process node to be optimized, and the second prompt message is used to prompt that the reason for the optimization is unreasonable interface design or cumbersome process.

4. The method according to any one of claims 1 to 3, characterized in that: Also includes: Determine the number of different types of abnormal situations that occur in each process node within the first time period, wherein the different types of abnormal situations include: the actual operation time is greater than the ideal operation time, and the difference between the actual operation time and the ideal operation time is greater than a first threshold; the actual number of repeated operations is greater than the ideal number of repeated operations, and the difference between the actual number of repeated operations and the ideal number of repeated operations is greater than a second threshold; user operation error; system operation; Determining a process node to be observed among the process nodes based on the number of times different types of abnormal situations occur at the process nodes; Based on the number of times various types of abnormal situations occur in the process node to be observed within a first time period, and the number of times various types of abnormal situations occur in a second time period after the first time period, the process node to be optimized in the process node to be observed is determined, and a third prompt information is output, wherein the third prompt information is used to prompt that the reason for the optimization is unreasonable interface design or cumbersome process.

5. The method according to claim 4, characterized in that The determining of the process nodes to be observed among the process nodes based on the number of times different types of abnormal situations occur at the process nodes includes: Determining the abnormality rate of each process node based on the number of times different types of abnormal situations occur at each process node; The process node with the highest abnormality rate and the process node with the most abnormal situations are determined as the process nodes to be observed.

6. The method according to claim 4, characterized in that The determining of the process nodes to be optimized in the process nodes to be observed based on the number of times various types of abnormal situations occur in the process nodes to be observed in a first time period and the number of times various types of abnormal situations occur in a second time period after the first time period includes: Determine the change trend of various types of abnormal situations of the process node to be observed based on the number of times various types of abnormal situations occur in the process node to be observed in a first time period and the number of times various types of abnormal situations occur in a second time period after the first time period; A process node to be observed whose change trend of any type of abnormal situation is increasing is determined as a process node to be optimized among the process nodes to be observed.

7. A process node optimization device for financial services, characterized in that: include: An acquisition module is used to acquire the actual operation time and the actual number of repeated operations at each process node of multiple users in the process of operating financial services within a preset time period; A determination module, configured to determine, for any process node, if an average actual operation time of the multiple users at the process node is greater than a preset ideal operation time of the process node, and / or if an average actual number of repeated operations of the multiple users at the process node is greater than a preset ideal number of repeated operations of the process node, then determine the process node as a process node to be optimized; The output module is used to output prompt information for the process node to be optimized, and the prompt information is used to indicate the reason and / or suggestion for optimization.

8. An electronic device, characterized in that: include: A processor, and a memory communicatively connected to the processor; The memory stores computer-executable instructions; The processor executes the computer-executable instructions stored in the memory to implement the method according to any one of claims 1 to 6.

9. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores computer-executable instructions, which are used to implement the method according to any one of claims 1 to 6 when executed by a processor.

10. 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 6 when being executed by a processor.

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