A system and method for handling annuity personal account business

Abstract

The present invention relates to a system and method for handling personal annuity account business. The system consists of two parts: a client and a server. The client includes an audio and video sending module, a material push module, a material receiving module, and an information sending module; the server includes a business handling component, an audio and video component, and a business management component; it can quickly complete the handling of complex annuity business, handle business in the form of video calls, support multiple material collections for a single business process, and use identity verification and risk control technologies such as face recognition, document OCR, electronic signature, remote dual recording, and abnormal login warning to provide protection for business security and customer rights. It solves the problems of elderly customers who have difficulty in moving, identity verification, collection, and using intelligent technology for self-service in handling personal annuity account business, greatly reducing the threshold for handling; based on WeChat applet, the operation process is simple, which greatly reduces time and labor costs and improves the success rate of business handling.

Description

Technical Field

[0001] The present invention relates to a business processing technology, and in particular to a system and method for handling annuity personal account business. Background Art

[0002] As the aging of society deepens, enterprise annuities, as the second pillar of pension security, are crucial to alleviating social pension pressure. Employees participating in the enterprise annuity plan need to collect enterprise annuity benefits when they reach retirement age. Generally, employees are handled by professional enterprise handling personnel, and the business handling is relatively smooth. However, for socialized retained accounts, because they are separated from the need for enterprises to retain accounts, individuals initiate the handling of benefit payment business. At present, mainstream annuity management institutions have provided online self-service handling channels such as mobile APPs, but due to the complexity of annuity business and security risk control requirements, the self-service handling process is long and user interaction is cumbersome. In addition, the customer group is mainly retired elderly customers who find it difficult to adapt to complex self-service operations, resulting in easy interruption of the process, and customers often need to go to offline outlets for business handling. In addition, a large number of materials need to be submitted during the annuity business handling process, and elderly customers often find it difficult to submit all the required materials at one time. They often have to go back and forth to the outlets to supplement the materials many times, which increases the travel costs of customers and is easily restricted by external factors such as weather and traffic. It raises the threshold for business handling and also brings greater operational pressure to the service personnel of the outlets. Summary of the invention

[0003] In view of the difficulties faced by elderly customers in handling personal annuity account services, such as difficulty in mobility, identity verification, and collection, as well as difficulty in using intelligent technology for self-service, a system and method for handling personal annuity account services are proposed.

[0004] In response to the above pain points, this solution realizes the visual remote processing of personal account business, forming a business processing model in which customers can stay at home and business processing personnel can respond remotely in real time. It effectively avoids the complex and cumbersome operations of online self-service channels, eliminates the constraints brought by factors such as mobility, weather and traffic, and supports one-on-one video guidance and manual interpretation of collection and tax preferential policies, formulates the best collection plan, and maximizes the benefits of tax-preferred collection of annuities. The processing of complex annuity business can be completed quickly, greatly reducing the processing threshold; at the same time, this solution is based on WeChat applet and does not require additional installation of APP. The operation process is simple, and business is handled by video call. There is almost no learning cost. It supports multiple material collections for a single business process, which greatly reduces the time and labor costs of multiple offline trips, and improves the success rate of business processing;

[0005] In addition, this solution supports customization of business processing procedures in a configuration manner, can flexibly adapt to different business types without changing the code, and supports analysis of business processing procedures, which can promptly discover breakpoints in the processing process so as to proactively optimize the interactive process and further enhance customer experience; in terms of Internet technology security, this solution makes extensive use of authentication and risk control technologies such as face recognition, document OCR, electronic signatures, remote dual recording, and abnormal login warnings to ensure business security and customer rights.

[0006] The technical solution of the present invention is:

[0007] A method for handling annuity personal account business, comprising the following steps:

[0008] Step 1. After completing identity verification, the customer initiates a video call request through the WeChat Mini Program client;

[0009] Step 2. The backend agent receives the request, the video call link is established, and recording begins;

[0010] Step 3. The customer describes his / her business request, and the agent provides one-on-one answers and informs the customer of the materials and precautions that need to be prepared;

[0011] Step 4. The agent verifies the customer's identity;

[0012] Step 5. After identity verification, remote business processing will be carried out;

[0013] Step 6. After completing the business process, the customer downloads the electronic acceptance form, hangs up the video and evaluates the agent;

[0014] Step 7. The server completes the material archiving and saves the customer evaluation.

[0015] A system for handling annuity personal account business, the system consists of a client and a server. The client includes an audio and video sending module, a material push module, a material receiving module, and an information sending module; the server includes a business handling component, an audio and video component, and a business management component; the details are as follows:

[0016] Business processing components

[0017] The business processing component provides the ability to interact with the client to support business processing; including:

[0018] Request sending module: used to send audio and video call requests to the audio and video component. The request content includes: customer number, seat number, and business handling identification;

[0019] Audio and video sending module: used to send information streams to the audio and video components, including the audio and video information of the seat personnel;

[0020] Collection module: used to collect customer login and image information; login information includes: login device, login location, image information includes: ID photo information, customer face photo information;

[0021] ID card recognition module: used to extract the ID card number, customer name, and ID card validity period information from the customer ID card photos collected by the collection module;

[0022] Face recognition module: used to compare the customer's face photo information collected by the acquisition module and the correspondence between the ID number and the customer's name extracted by the ID recognition module;

[0023] Risk warning module: Based on the comparison results of the face recognition module, the login device and login location information of the acquisition module, risk assessment is performed through warning rules; warning rules can be customized, such as uncommon login devices and uncommon login locations will trigger risk warnings;

[0024] Material push module: used to push business processing materials to customers;

[0025] Material receiving module: used to receive business processing materials sent by customers;

[0026] Electronic signature module: used to receive customers' online electronic signature information;

[0027] Process synchronization module: used to synchronize business process setting information from the business management component;

[0028] Archiving module: archives the materials and result information in the business handling process and pushes them to the business management component; the materials include: login and image information collected by the acquisition module, customer materials received by the material receiving module, certificate number and name information extracted by the certificate recognition module, and signature information received by the electronic signature module; the result information includes: comparison results of the face recognition module and assessment results of the risk warning module. The above materials and result information will be associated with the business handling identifier;

[0029] Audio and video components:

[0030] The audio and video module provides audio and video call capabilities, including the following modules:

[0031] Request receiving module: used to receive audio and video call requests sent by the business processing component. The received information includes customer number, seat number, and business processing identification;

[0032] Communication module: establishes a communication link between the customer and the agent by requesting the customer number, agent number and business handling identification information obtained by the receiving module;

[0033] Receiving module: Receives information flows from clients and business processing components, including audio and video flows. Business processing components interact via WebRTC, and clients interact via SRS push and pull flows.

[0034] Sending module: sends audio and video streams to the client and business processing components;

[0035] Recording module: records and compresses the information flow of the receiving module and the sending module, and saves the recorded information as a video file in MP4 format and an audio file in MP3 format;

[0036] Conference control module: used to perform conference control operations during audio and video calls, including: turning the microphone on and off, turning the camera on and off and flipping, voice activation, and removing participants;

[0037] Whiteboard module: used for whiteboard presentation during audio and video calls;

[0038] Sharing module: used to share the desktop during audio and video calls;

[0039] IM module: used for text and file interaction during audio and video calls, including sending and receiving text messages, sending and receiving files;

[0040] Archiving module: transfers the recording results of the recording module, the files and text messages of the IM module to the business management component for archiving;

[0041] Business management components:

[0042] The business management component provides the function of setting and auditing the business process, including the following modules:

[0043] Process setting module: used to configure the business process, including process steps, the scripts for each step, and the materials used for each step;

[0044] Process sending module: used to receive the process synchronization request of the business processing component and send the corresponding process in the process setting module to the business processing component;

[0045] Quality inspection module: used to conduct quality inspection and review of the business handling process;

[0046] Archiving module: receives content transmitted by the business processing component and the audio and video component for archiving and storage;

[0047] Analysis module: used to analyze the number of archives in the archive module and proactively discover the time-consuming steps in the process;

[0048] Client:

[0049] The client mainly provides client-side interaction capabilities, including the following modules:

[0050] Audio and video sending module: used to send information stream to the audio and video component, the information stream includes the customer's audio information and video information;

[0051] Material push module: used to push business processing materials to agents;

[0052] Material receiving module: used to receive business processing materials sent by agents;

[0053] Information sending module: sends the login device, login location, ID photo, customer's face photo, and customer's electronic signature information to the service-side business processing component.

[0054] Furthermore, the client of this system is developed based on the WeChat mini-program platform, and the server adopts a microservice architecture, which is composed of a business processing module, a business management module, and an audio and video module. Each service interacts through the Restful service interface, and the client and server use HTTPS and WebSocket protocols for communication as a whole.

[0055] The beneficial effects of the present invention are:

[0056] In view of the current situation of deepening aging and the characteristics of the customer groups targeted by annuity business, this solution provides an elderly-friendly and suitable annuity retirement collection business processing model, realizes zero-contact remote guidance and business processing of annuity personal account business, greatly lowers the threshold for personal annuity business processing, reduces customers' business processing costs, and especially solves the pain points of elderly customers such as difficulty in mobility, identity verification, collection, and difficulty in using smart technology for self-service, allowing individual customers to enjoy a face-to-face and caring service experience, which has certain technological creation value and great significance for social elderly care services. BRIEF DESCRIPTION OF THE DRAWINGS

[0057] Figure 1 This is the overall architecture diagram of the system of the present invention;

[0058] Figure 2 It is the overall flow chart of the system of the present invention;

[0059] Figure 3 This is a processing flow chart of the business handling module of the present invention;

[0060] Figure 4 This is a processing flow chart of the audio and video module of the present invention;

[0061] Figure 5 This is a diagram of the business handling process library of the present invention;

[0062] Figure 6This is a business management module-process distribution diagram of the present invention;

[0063] Figure 7 This is the business management module of the present invention - handling record query and quality inspection diagram. DETAILED DESCRIPTION

[0064] The present invention is described in detail below in conjunction with the accompanying drawings and specific embodiments. This embodiment is implemented based on the technical solution of the present invention, and provides a detailed implementation method and specific operation process, but the protection scope of the present invention is not limited to the following embodiments.

[0065] A system and method for handling annuity personal account business, such as Figure 1-7 As shown in the figure, this system consists of two major parts: the client and the server. The client is developed based on the WeChat applet platform. The server adopts a microservice architecture and consists of a business processing module, a business management module, and an audio and video module. Each service interacts through the Restful service interface, and the client and server use HTTPS and WebSocket protocols for communication as a whole.

[0066] Business process:

[0067] 1. After completing identity verification, the customer initiates a video call request through the WeChat Mini Program client;

[0068] 2. The backend agent receives the request, the video call link is established, and recording begins;

[0069] 3. The customer describes his / her business requirements, and the agent provides one-on-one answers and informs the customer of the materials and precautions that need to be prepared;

[0070] 4. The agent verifies the customer's identity;

[0071] 5. After identity verification, remote business processing will be carried out;

[0072] 6. After completing the business, the customer downloads the electronic acceptance form, hangs up the video and evaluates the agent;

[0073] 7. The server completes the material archiving and saves the customer evaluation.

[0074] The system consists of two parts: the client and the server. The client includes the audio and video sending module, the material push module, the material receiving module, and the information sending module; the server includes the business processing component, the audio and video component, and the business management component. The details are as follows:

[0075] Business processing components

[0076] The business processing component provides the ability to interact with the client to support business processing. It includes:

[0077] Request sending module: used to send audio and video call requests to the audio and video component. The request content includes: customer number, seat number, business handling identification, etc.;

[0078] Audio and video sending module: used to send information streams to the audio and video components, including the audio and video information of the seat personnel;

[0079] Collection module: used to collect customer login and image information. Login information includes: login device, login location, image information includes: ID photo information, customer face photo information;

[0080] ID card recognition module: used to extract information such as ID card number, customer name, ID card validity period, etc. from the customer ID card photos collected by the collection module;

[0081] Face recognition module: used to compare the customer's face photo information collected by the acquisition module and the correspondence between the ID number and the customer's name extracted by the ID recognition module;

[0082] Risk warning module: Based on the comparison results of the face recognition module, the login device and login location of the acquisition module, etc., risk assessment is performed through warning rules. Warning rules can be customized, such as uncommon login devices and uncommon login locations will trigger risk warnings;

[0083] Material push module: used to push business processing materials to customers;

[0084] Material receiving module: used to receive business processing materials sent by customers;

[0085] Electronic signature module: used to receive customers' online electronic signature information;

[0086] Process synchronization module: used to synchronize business process setting information from the business management component;

[0087] Archiving module: archives the materials and result information in the business handling process and pushes them to the business management component. The materials include: login and image information collected by the acquisition module, customer materials received by the material receiving module, document number and name information extracted by the document recognition module, and signature information received by the electronic signature module. The result information includes: the comparison result of the face recognition module and the evaluation result of the risk warning module. The above materials and result information will be associated with the business handling logo.

[0088] Audio and video components:

[0089] The audio and video module provides audio and video call capabilities, including the following modules:

[0090] Request receiving module: used to receive audio and video call requests sent by the business processing component. The received information includes customer number, seat number, business processing identification, etc.

[0091] Communication module: establishes a communication link between the customer and the agent by requesting the customer number, agent number and business handling identification information obtained by the receiving module;

[0092] Receiving module: Receives information flows from clients and business processing components, including audio and video flows. Business processing components interact via WebRTC, and clients interact via SRS push and pull flows.

[0093] Sending module: sends audio and video streams to the client and business processing components;

[0094] Recording module: records and compresses the information flow of the receiving module and the sending module, and saves the recorded information as a video file in MP4 format and an audio file in MP3 format;

[0095] Conference control module: used to perform conference control operations during audio and video calls, including turning the microphone on and off, turning the camera on and off and flipping, voice activation, and removing participants.

[0096] Whiteboard module: used for whiteboard presentation during audio and video calls;

[0097] Sharing module: used to share the desktop during audio and video calls;

[0098] IM module: used for text and file interaction during audio and video calls, including sending and receiving text messages, sending and receiving files;

[0099] Archiving module: transmits the recording results of the recording module, the files and texts of the IM module and other information to the business management component for archiving.

[0100] Business management components:

[0101] The business management component provides the function of setting and auditing the business process, including the following modules:

[0102] Process setting module: used to configure the business process, including process steps, the scripts for each step, and the materials used for each step;

[0103] Process sending module: used to receive the process synchronization request of the business processing component and send the corresponding process in the process setting module to the business processing component;

[0104] Quality inspection module: used to conduct quality inspection and review of the business handling process;

[0105] Archiving module: receives content transmitted by the business processing component and the audio and video component for archiving and storage;

[0106] Analysis module: used to analyze the number of archives in the archive module and proactively discover the time-consuming steps in the process;

[0107] Client:

[0108] The client mainly provides client-side interaction capabilities, including the following modules:

[0109] Audio and video sending module: used to send information stream to the audio and video component, the information stream includes the customer's audio information and video information;

[0110] Material push module: used to push business processing materials to agents;

[0111] Material receiving module: used to receive business processing materials sent by agents;

[0112] Information sending module: sends information such as login device, login location, ID photo, customer's face photo, customer's electronic signature, etc. to the service processing component on the server side;

[0113] The above-mentioned embodiment only expresses one implementation mode of the present invention, and its description is relatively specific and detailed, but it cannot be understood as limiting the scope of the invention patent. It should be pointed out that for ordinary technicians in this field, several modifications and improvements can be made without departing from the concept of the present invention, which all belong to the protection scope of the present invention. Therefore, the protection scope of the patent of the present invention shall be based on the attached claims.

Claims

1. A method for handling annuity personal account business, characterized in that: The following steps are involved: Step 1. After completing identity verification, the customer initiates a video call request through the WeChat Mini Program client; Step 2. The backend agent receives the request, the video call link is established, and recording begins; Step 3. The customer describes his / her business request, and the agent provides one-on-one answers and informs the customer of the materials and precautions that need to be prepared; Step 4. The agent verifies the customer's identity; Step 5. After identity verification, remote business processing will be carried out; Step 6. After completing the business process, the customer downloads the electronic acceptance form, hangs up the video and evaluates the agent; Step 7. The server completes the material archiving and saves the customer evaluation.

2. A system for handling personal annuity account business, characterized in that: The system consists of two parts: the client and the server. The client includes the audio and video sending module, the material push module, the material receiving module, and the information sending module; the server includes the business processing component, the audio and video component, and the business management component; the details are as follows: Business processing components The business processing component provides the ability to interact with the client to support business processing; including: Request sending module: used to send audio and video call requests to the audio and video component. The request content includes: customer number, seat number, and business handling identification; Audio and video sending module: used to send information streams to the audio and video components, including the audio and video information of the seat personnel; Collection module: used to collect customer login and image information; login information includes: login device, login location, image information includes: ID photo information, customer face photo information; ID card recognition module: used to extract the ID card number, customer name, and ID card validity period information from the customer ID card photos collected by the collection module; Face recognition module: used to compare the customer's face photo information collected by the acquisition module and the correspondence between the ID number and the customer's name extracted by the ID recognition module; Risk warning module: Based on the comparison results of the face recognition module, the login device and login location information of the acquisition module, risk assessment is performed through warning rules; warning rules can be customized, such as uncommon login devices and uncommon login locations will trigger risk warnings; Material push module: used to push business processing materials to customers; Material receiving module: used to receive business processing materials sent by customers; Electronic signature module: used to receive customers' online electronic signature information; Process synchronization module: used to synchronize business process setting information from the business management component; Archiving module: archives the materials and result information in the business handling process and pushes them to the business management component; the materials include: login and image information collected by the acquisition module, customer materials received by the material receiving module, certificate number and name information extracted by the certificate recognition module, and signature information received by the electronic signature module; the result information includes: comparison results of the face recognition module and assessment results of the risk warning module. The above materials and result information will be associated with the business handling identifier; Audio and video components: The audio and video module provides audio and video call capabilities, including the following modules: Request receiving module: used to receive audio and video call requests sent by the business processing component. The received information includes customer number, seat number, and business processing identification; Communication module: establishes a communication link between the customer and the agent by requesting the customer number, agent number and business handling identification information obtained by the receiving module; Receiving module: Receives information flows from clients and business processing components, including audio and video flows. Business processing components interact via WebRTC, and clients interact via SRS push and pull flows. Sending module: sends audio and video streams to the client and business processing components; Recording module: records and compresses the information flow of the receiving module and the sending module, and saves the recorded information as a video file in MP4 format and an audio file in MP3 format; Conference control module: used to perform conference control operations during audio and video calls, including: turning the microphone on and off, turning the camera on and off and flipping, voice activation, and removing participants; Whiteboard module: used for whiteboard presentation during audio and video calls; Sharing module: used to share the desktop during audio and video calls; IM module: used for text and file interaction during audio and video calls, including sending and receiving text messages, sending and receiving files; Archiving module: transfers the recording results of the recording module, the files and text messages of the IM module to the business management component for archiving; Business management components: The business management component provides the function of setting and auditing the business process, including the following modules: Process setting module: used to configure the business process, including process steps, the scripts for each step, and the materials used for each step; Process sending module: used to receive the process synchronization request of the business processing component and send the corresponding process in the process setting module to the business processing component; Quality inspection module: used to conduct quality inspection and review of the business handling process; Archiving module: receives content transmitted by the business processing component and the audio and video component for archiving and storage; Analysis module: used to analyze the number of archives in the archive module and proactively discover the time-consuming steps in the process; Client: The client mainly provides client-side interaction capabilities, including the following modules: Audio and video sending module: used to send information stream to the audio and video component, the information stream includes the customer's audio information and video information; Material push module: used to push business processing materials to agents; Material receiving module: used to receive business processing materials sent by agents; Information sending module: sends the login device, login location, ID photo, customer's face photo, and customer's electronic signature information to the service-side business processing component.

3. The system for handling annuity personal account business according to claim 2, characterized in that: The client of this system is developed based on the WeChat applet platform. The server adopts a microservice architecture and consists of a business processing module, a business management module, and an audio and video module. Each service interacts through the Restful service interface, and the client and server use HTTPS and WebSocket protocols for communication as a whole.

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