Online business consultation method and device based on 5G message

Abstract

The invention discloses an online business consultation method and device based on a 5G message, relates to the technical field of 5G messages, can be used in the financial science and technology field, and the method comprises the steps: receiving a business consultation request and an identity verification success result sent by a 5G message processing node, the business consultation request being sent by a 5G client through a mobile phone number, and the identity verification success result being sent by the 5G message processing node; the identity verification success result is sent when the 5G message processing node successfully matches the customer identity information in the service consultation request with the customer identity information authenticated by the real name of the mobile phone number; establishing a service consultation channel with the 5G client according to the service consultation request; in the communication process, emotion recognition and session keyword recognition are carried out on the clients; according to the recognized emotion and keyword, performing hot word excitation in an estimated value correction knowledge graph to obtain an associated entity; and querying the scheme database to obtain a service solution, and providing the service solution to the 5G client. According to the invention, the customer consultation problem can be timely and accurately solved.

Description

Technical Field

[0001] The present invention relates to the field of 5G technology and can be used in the field of financial technology, and in particular to an online business consultation method and device based on 5G messages. Background Art

[0002] This section is intended to provide a background or context to the embodiments of the invention recited in the claims. No admission is made that the description herein is prior art by inclusion in this section.

[0003] In order to meet the different types of financial needs of users anytime and anywhere, in addition to some services that require personal information verification, such as deposit and withdrawal, savings card opening, activation, loss and replacement, many services can now be handled on mobile banking, including transfer and remittance, detailed inquiry, deposit certificate, fund purchase, financial management, insurance, precious metals, credit card repayment, loan application and other traditional services. Mobile banking also provides a series of special services, such as paying medical insurance, tuition fees, water and electricity bills, etc., as well as preferential activities such as phone recharge, gas, audio-visual entertainment, food, travel, culture and tourism, covering food, clothing, housing and transportation.

[0004] It is very common for customers who are not familiar with these services to seek business advice.

[0005] In the prior art, business consultation is generally carried out by communicating with customers through telephone and mobile banking web pages. Currently, banks often fail to respond to customers in a timely manner or accurately answer customer questions. Summary of the invention

[0006] In a first aspect, an embodiment of the present invention provides an online business consultation method based on 5G messages, which is applied to a bank service node to promptly and accurately solve customer consultation problems and improve the business consultation response speed. The method includes:

[0007] Receive a business consultation request and a successful identity authentication result sent by a 5G message processing node, wherein the business consultation request is sent by a 5G client to the 5G message processing node via a mobile phone number, and the successful identity authentication result is sent when the 5G message processing node successfully matches the customer identity information in the business consultation request with the customer identity information of the mobile phone number real-name authentication;

[0008] Establish a business consultation channel with the 5G client based on the business consultation request;

[0009] During the business communication between customers and bank customer service, the customer's emotions and conversation keywords are recognized;

[0010] According to the identified emotions and keywords, related entities are obtained by performing hot word incentives in the valuation correction knowledge graph;

[0011] Based on the identified emotions, keywords, and related entities, query the solution database to obtain business solutions;

[0012] Provide business solutions to 5G clients through business consulting channels.

[0013] In a second aspect, an embodiment of the present invention further provides another online business consultation device based on 5G messages, which is applied to a bank node to promptly and accurately solve customer consultation problems and improve the business consultation response speed. The device includes:

[0014] A request receiving module, used to receive a business consultation request and a successful identity authentication result sent by a 5G message processing node, wherein the business consultation request is sent by a 5G client to the 5G message processing node via a mobile phone number, and the successful identity authentication result is sent when the 5G message processing node successfully matches the customer identity information in the business consultation request with the customer identity information of the mobile phone number real-name authentication;

[0015] A business consultation channel establishment module is used to establish a business consultation channel with the 5G client according to the business consultation request;

[0016] The emotion recognition module is used to identify the customer's emotions and keywords during the business communication between the customer and the bank's customer service;

[0017] The associated entity acquisition module is used to obtain associated entities based on the recognized emotions and keywords by performing hot word excitation in the valuation correction knowledge graph;

[0018] The business solution acquisition module is used to query the solution database based on the recognized emotions, keywords, and related entities to obtain business solutions;

[0019] The sending module is used to provide business solutions to 5G clients through the business consultation channel.

[0020] In a third aspect, an embodiment of the present invention further provides a computer device, comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor implements the above-mentioned online business consultation method based on 5G messages when executing the computer program.

[0021] In a fourth aspect, an embodiment of the present invention further provides a computer-readable storage medium, wherein the computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the above-mentioned online business consultation method based on 5G messages is implemented.

[0022] In the fifth aspect, an embodiment of the present invention proposes a computer program product, which includes a computer program, and when the computer program is executed by a processor, it implements an online business consultation method based on 5G messages.

[0023] In an embodiment of the present invention, a 5G message processing node can perform customer identity authentication, thereby reducing the verification burden of a bank service node. The bank service node subsequently establishes a business consultation channel with a 5G client, and performs emotion recognition and conversation keyword recognition on the customer during business communication between the customer and the bank's customer service. Based on the recognized emotions and keywords, hot word incentives are performed in the valuation correction knowledge graph to obtain associated entities. Based on the recognized emotions, keywords, and associated entities, a solution database is queried to obtain business solutions, thereby realizing intelligent generation of business solutions, high business consultation response speed, and high accuracy of the obtained business solutions. BRIEF DESCRIPTION OF THE DRAWINGS

[0024] In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the following briefly introduces the drawings required for use in the embodiments or the prior art descriptions. Obviously, the drawings described below are only some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without creative work. In the drawings:

[0025] Figure 1 This is a flowchart of an online business consultation method based on 5G messages in an embodiment of the present invention;

[0026] Figure 2 Schematic diagram of an online business consultation device based on 5G messages in an embodiment of the present invention;

[0027] Figure 3 Another schematic diagram of an online business consultation device based on 5G messages in an embodiment of the present invention;

[0028] Figure 4 Another schematic diagram of an online business consultation device based on 5G messages in an embodiment of the present invention;

[0029] Figure 5 Another schematic diagram of an online business consultation device based on 5G messages in an embodiment of the present invention;

[0030] Figure 6 Schematic diagram of a computer device in an embodiment of the present invention. DETAILED DESCRIPTION

[0031] To make the purpose, technical solution and advantages of the embodiments of the present invention more clear, the embodiments of the present invention are further described in detail below in conjunction with the accompanying drawings. Here, the exemplary embodiments of the present invention and their descriptions are used to explain the present invention, but are not intended to limit the present invention.

[0032] The acquisition, storage, use, and processing of data in the technical solution of this application comply with the relevant provisions of national laws and regulations.

[0033] Figure 1 The flowchart of the online business consultation method based on 5G messages in an embodiment of the present invention is applied to a bank service node, including:

[0034] Step 101, receiving a business consultation request and a successful identity authentication result sent by a 5G message processing node, wherein the business consultation request is sent by a 5G client to the 5G message processing node via a mobile phone number, and the successful identity authentication result is sent when the 5G message processing node successfully matches the customer identity information in the business consultation request with the customer identity information of the mobile phone number real-name authentication;

[0035] Step 102: Establish a service consultation channel with the 5G client according to the service consultation request;

[0036] Step 103, during the business communication between the customer and the bank customer service, emotion recognition and conversation keyword recognition are performed on the customer;

[0037] Step 104, according to the recognized emotions and keywords, hot word incentives are performed in the valuation correction knowledge graph to obtain related entities;

[0038] Step 105, querying a solution database based on the identified emotions, keywords, and associated entities to obtain a business solution;

[0039] Step 106: Provide the business solution to the 5G client through the business consultation channel.

[0040] In an embodiment of the present invention, a 5G message processing node can perform customer identity authentication, thereby reducing the verification burden of a bank service node. The bank service node subsequently establishes a business consultation channel with a 5G client, and performs emotion recognition and conversation keyword recognition on the customer during business communication between the customer and the bank's customer service. Based on the recognized emotions and keywords, hot word incentives are performed in the valuation correction knowledge graph to obtain associated entities. Based on the recognized emotions, keywords, and associated entities, a solution database is queried to obtain business solutions, thereby realizing intelligent generation of business solutions, high business consultation response speed, and high accuracy of the obtained business solutions.

[0041] Each step is described in detail below.

[0042] In step 101, a business consultation request and a successful identity authentication result sent by a 5G message processing node are received, wherein the business consultation request is sent by a 5G client to the 5G message processing node via a mobile phone number, and the successful identity authentication result is sent when the 5G message processing node successfully matches the customer identity information in the business consultation request with the customer identity information of the mobile phone number real-name authentication;

[0043] During specific implementation, the bank service node can use the risk control module to recheck whether the customer identity information is consistent with the pre-stored customer information. If they are consistent, it will continue with the subsequent steps. If they are inconsistent, it will confirm with the 5G client.

[0044] In step 102, according to the service consultation request, a service consultation channel is established with the 5G client;

[0045] In the embodiment of the present invention, the business consultation channel includes a video channel and a voice channel, wherein in the video channel, both the 5G client and the bank service node have screens, while in the voice channel, the 5G client is voice and the bank service node can have screens. A detailed description is given below.

[0046] In step 103, during the business communication between the customer and the bank customer service, emotion recognition and conversation keyword recognition are performed on the customer;

[0047] The process involves the bank’s service nodes performing emotion recognition through the customer’s face and voice, and keyword recognition through voice.

[0048] In step 104, according to the recognized emotions and keywords, hot word incentives are performed in the valuation correction knowledge graph to obtain associated entities;

[0049] The valuation correction knowledge graph has the specific self-learning capability to obtain the associated entities of emotions and keywords. The construction of the valuation correction knowledge graph includes:

[0050] Summarize the questions asked by customers;

[0051] Define the type of the problem and extract knowledge to obtain entities;

[0052] After aligning the entities, a valuation correction knowledge graph is constructed.

[0053] In step 105, a solution database is queried based on the identified emotions, keywords, and associated entities to obtain a business solution;

[0054] In one embodiment, the business consultation channel adopts a video channel;

[0055] The method further comprises:

[0056] After the video channel is established, the customer screen and the second material screen are displayed in split screens. The second material screen is used to display the business consultation resources uploaded by the customer in real time.

[0057] Among them, after establishing the video channel, the 5G client displays the bank customer service screen and the first material screen in split screens. The first material screen is used to receive and display business consulting resources uploaded by customers.

[0058] In the above embodiment, the first material screen has a material upload button, permission settings, validity period, etc., and supports uploading materials such as pictures, audio and video.

[0059] In one embodiment, the screen of the video channel at the bank service node also includes a screen of the second business solution forming process;

[0060] The method further includes: displaying the recognized emotions, the keywords of the conversation, and the associated entities obtained by the hot word incentives updated in real time on the second business solution forming process screen, so as to prompt the bank customer service to give reasonable words;

[0061] Among them, the screen of the video channel in the 5G client also includes a screen of the first business solution formation process. The screen of the first business solution formation process is used to display the related entities obtained by the keywords and hot word incentives of the real-time updated conversation, so as to prompt customers to make demands on demand.

[0062] In one embodiment, the screen of the video channel at the bank service node also includes a speech page;

[0063] The method further comprises:

[0064] During the business communication between the customer and the bank customer service, the keywords input by the bank customer service in the speech library screen are received, the speech library is queried, the speech corresponding to the keywords is obtained, and it is displayed in the speech library screen.

[0065] In the above embodiment, the speech includes text speech and voice speech. The speech library can manage the speech digitally and configure speech matching rules.

[0066] In one embodiment, the method further comprises:

[0067] Send a same-screen assistance request to the 5G client;

[0068] After receiving the consent of the 5G client, a same-screen pointer is displayed on the screen of the 5G client to assist the user in operation.

[0069] In the above embodiment, the same-screen assistance can also be the interface for the bank customer service to operate the 5G client. The same-screen assistance can display error information and shield sensitive information.

[0070] In one embodiment, the business consultation channel adopts a voice channel;

[0071] The method further comprises:

[0072] After the voice channel is established, the customer screen, the second business solution formation process screen, and the speech script page are displayed in split screens.

[0073] It can be seen that in the voice channel, except for the 5G client which can only speak voice but has no picture, the customer service of the bank service node has a picture, which can better serve the bank's customer service and provide better quality services.

[0074] In one embodiment, the method further comprises:

[0075] If the establishment of a service consultation channel with the 5G client fails and the 5G client hangs up, a service consultation request number is generated;

[0076] Add the business consultation request number to the queue of pending messages;

[0077] Analyze customer characteristics of customer information corresponding to the business consultation request number, where the customer characteristics include at least one of a do not disturb feature, a whitelist feature, and a consumption feature;

[0078] The dispatch console screen displays the business consultation requests and corresponding customer characteristics in the message queue;

[0079] When there is a vacant seat, receive the business consultation request selected by the bank customer service on the dispatch desk screen and re-establish the business consultation channel with the 5G client.

[0080] The above process gives the process of 5G message downlink transmission, that is, the message transmission process from the bank service node to the 5G message processing node, and then to the 5G client, so that customers can receive business consultation feedback in time. Among them, the do not disturb feature includes customer-set do not disturb, personal inconvenience, etc. The dispatch desk screen can include the business scenario corresponding to the business consultation request, the last business consultation time, whether to do not disturb, priority, etc., for bank customer service to view. Among them, the priority supports setting according to the business scenario. For example, the priority of the risk category (such as card freezing) is greater than the priority of the customer service category (such as reminders for card replacement on expiration), and the priority of the customer service category is greater than the priority of the market category (such as customer acquisition, promotion, promotion of installments, and prevention of loss). Priority also supports setting according to the configuration structure, such as branch activities priority, or head office activities priority.

[0081] In one embodiment, it further includes:

[0082] When sensitive words appear in the business communication between customers and bank customer service, the sensitive word library is automatically queried to start correction, and the corresponding word words are obtained. The sensitive words and the queried word words are displayed on the customer screen.

[0083] Through the above process, customers are guided by standard words, customer emotional indicators are assessed, and calls are completed stably. In addition, the duty team leader is sent an alarm through 5G messages, and the voice is marked and the voice log is extracted for later query.

[0084] In step 106, the business solution is provided to the 5G client through the business consultation channel.

[0085] An embodiment of the present invention also proposes an online business consultation device based on 5G messages, which is applied to a banking service node. Its principle is similar to that of an online business consultation method based on 5G messages, and will not be repeated here.

[0086] Figure 2 The schematic diagram of an online business consultation device based on 5G messages in an embodiment of the present invention includes:

[0087] The request receiving module 201 is used to receive the business consultation request and the identity authentication success result sent by the 5G message processing node, wherein the business consultation request is sent by the 5G client to the 5G message processing node via the mobile phone number, and the identity authentication success result is sent when the 5G message processing node successfully matches the customer identity information in the business consultation request with the customer identity information of the mobile phone number real-name authentication;

[0088] A business consultation channel establishment module 202 is used to establish a business consultation channel with the 5G client according to the business consultation request;

[0089] The emotion recognition module 203 is used to recognize the emotion of the customer and the keywords of the conversation during the business communication between the customer and the bank customer service;

[0090] The associated entity acquisition module 204 is used to obtain associated entities by performing hot word excitation in the valuation correction knowledge graph according to the recognized emotions and keywords;

[0091] A business solution obtaining module 205 is used to query a solution database based on the identified emotions, keywords, and associated entities to obtain a business solution;

[0092] The sending module 206 is used to provide the business solution to the 5G client through the business consultation channel.

[0093] In one embodiment, the business consultation channel adopts a video channel;

[0094] The business consultation channel establishment module is also used for:

[0095] After the video channel is established, the customer screen and the second material screen are displayed in split screens. The second material screen is used to display the business consultation resources uploaded by the customer in real time.

[0096] Among them, after establishing the video channel, the 5G client displays the bank customer service screen and the first material screen in split screens. The first material screen is used to receive and display business consulting resources uploaded by customers.

[0097] In one embodiment, the screen of the video channel at the bank service node also includes a screen of the second business solution forming process;

[0098] See also Figure 3 The device further includes a solution management module 301, which is used to: display the real-time updated recognized emotions, conversation keywords and associated entities obtained by hot word stimulation in the second business solution formation process screen, so as to prompt the bank customer service to give reasonable words;

[0099] Among them, the screen of the video channel in the 5G client also includes a screen of the first business solution formation process. The screen of the first business solution formation process is used to display the related entities obtained by the keywords and hot word incentives of the real-time updated conversation, so as to prompt customers to make demands on demand.

[0100] In one embodiment, the screen of the video channel at the bank service node also includes a speech page;

[0101] See also Figure 4 The device further includes a speech management module 401, which is used to:

[0102] During the business communication between the customer and the bank customer service, the keywords input by the bank customer service in the speech library screen are received, the speech library is queried, the speech corresponding to the keywords is obtained, and it is displayed in the speech library screen.

[0103] See also Figure 5 In one embodiment, the device further includes a same-screen auxiliary module 501, which is used to:

[0104] Send a same-screen assistance request to the 5G client;

[0105] After receiving the consent of the 5G client, a same-screen pointer is displayed on the screen of the 5G client to assist the user in operation.

[0106] In one embodiment, the business consultation channel adopts a voice channel;

[0107] The device is also used for:

[0108] After the voice channel is established, the customer screen, the second business solution formation process screen, and the speech script page are displayed in split screens.

[0109] In one embodiment, the business consultation channel establishment module is further used to:

[0110] If the establishment of a service consultation channel with the 5G client fails and the 5G client hangs up, a service consultation request number is generated;

[0111] Add the business consultation request number to the queue of pending messages;

[0112] Analyze customer characteristics of customer information corresponding to the business consultation request number, where the customer characteristics include at least one of a do not disturb feature, a whitelist feature, and a consumption feature;

[0113] The dispatch console screen displays the business consultation requests and corresponding customer characteristics in the message queue;

[0114] When there is a vacant seat, receive the business consultation request selected by the bank customer service on the dispatch desk screen and re-establish the business consultation channel with the 5G client.

[0115] In one embodiment, the speech management module is also used to:

[0116] When sensitive words appear in the business communication between customers and bank customer service, the sensitive word library is automatically queried to start correction, and the corresponding word words are obtained. The sensitive words and the queried word words are displayed on the customer screen.

[0117] To sum up, in the method and device proposed in the embodiment of the present invention, the 5G message processing node can perform customer identity authentication, thereby reducing the verification burden of the bank service node. The bank service node subsequently establishes a business consultation channel with the 5G client, and in the process of business communication between the customer and the bank customer service, the customer's emotion recognition and conversation keyword recognition are performed; based on the identified emotions and keywords, hot word incentives are performed in the valuation correction knowledge graph to obtain related entities; based on the identified emotions and keywords and related entities, the solution database is queried to obtain business solutions, thereby realizing the intelligent generation of business solutions, the business consultation response speed, and the obtained business solutions are highly accurate.

[0118] An embodiment of the present invention further provides a computer device, Figure 6 This is a schematic diagram of a computer device in an embodiment of the present invention. The computer device 600 includes a memory 610, a processor 620, and a computer program 630 stored in the memory 610 and executable on the processor 620. When the processor 620 executes the computer program 630, the above-mentioned online business consultation method based on 5G messages is implemented.

[0119] An embodiment of the present invention also provides a computer-readable storage medium, which stores a computer program. When the computer program is executed by a processor, it implements the above-mentioned online business consultation method based on 5G messages.

[0120] An embodiment of the present invention also provides a computer program product, which includes a computer program, and when the computer program is executed by a processor, it implements the above-mentioned online business consultation method based on 5G messages.

[0121] Those skilled in the art will appreciate that embodiments of the present invention may be provided as methods, systems, or computer program products. Therefore, the present invention may take the form of a complete hardware embodiment, a complete software embodiment, or an embodiment combining software and hardware. Moreover, the present invention may take the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) containing computer-usable program code.

[0122] The present invention is described with reference to flowcharts and / or block diagrams of methods, devices (systems), and computer program products according to embodiments of the present invention. It should be understood that each process and / or block in the flowchart and / or block diagram, as well as the combination of processes and / or blocks in the flowchart and / or block diagram, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, an embedded processor, or other programmable data processing device to produce a machine, so that the instructions executed by the processor of the computer or other programmable data processing device generate instructions for implementing the processes in the flowchart and / or block diagram. Figure 1 A process or multiple processes and / or boxes Figure 1 A device that provides the functions specified in a block or multiple blocks.

[0123] These computer program instructions may also be stored in a computer-readable memory capable of directing a computer or other programmable data processing device to operate in a specific manner, so that the instructions stored in the computer-readable memory produce an article of manufacture comprising an instruction device, which implements the process Figure 1 A process or multiple processes and / or boxes Figure 1 A function specified in one or more boxes.

[0124] These computer program instructions can also be loaded onto a computer or other programmable data processing device so that a series of operating steps are executed on the computer or other programmable device to produce a computer-implemented process, thereby providing instructions for implementing the process in the computer or other programmable device. Figure 1 A process or multiple processes and / or boxes Figure 1 The steps for the functions specified in one or more boxes.

[0125] The specific embodiments described above further illustrate the objectives, technical solutions and beneficial effects of the present invention in detail. It should be understood that the above description is only a specific embodiment of the present invention and is not intended to limit the scope of protection of the present invention. Any modifications, equivalent substitutions, improvements, etc. made within the spirit and principles of the present invention should be included in the scope of protection of the present invention.

Claims

1. An online business consultation method based on 5G messages, characterized in that: Applied to banking service nodes, including: Receive a business consultation request and a successful identity authentication result sent by a 5G message processing node, wherein the business consultation request is sent by a 5G client to the 5G message processing node via a mobile phone number, and the successful identity authentication result is sent when the 5G message processing node successfully matches the customer identity information in the business consultation request with the customer identity information of the mobile phone number real-name authentication; Establish a business consultation channel with the 5G client based on the business consultation request; During the business communication between customers and bank customer service, the customer's emotions and conversation keywords are recognized; According to the identified emotions and keywords, related entities are obtained by performing hot word incentives in the valuation correction knowledge graph; Based on the identified emotions, keywords, and related entities, query the solution database to obtain business solutions; Provide business solutions to 5G clients through business consulting channels.

2. The method according to claim 1, characterized in that The business consultation channel uses a video channel; The method further comprises: After the video channel is established, the customer screen and the second material screen are displayed in split screens. The second material screen is used to display the business consultation resources uploaded by the customer in real time. Among them, after establishing the video channel, the 5G client displays the bank customer service screen and the first material screen in split screens. The first material screen is used to receive and display business consulting resources uploaded by customers.

3. The method according to claim 1, characterized in that The screen of the video channel at the bank service node also includes a screen of the second business solution forming process; The method further includes: displaying the recognized emotions, the keywords of the conversation, and the associated entities obtained by the hot word incentives updated in real time on the second business solution forming process screen, so as to prompt the bank customer service to give reasonable words; Among them, the screen of the video channel in the 5G client also includes a screen of the first business solution formation process. The screen of the first business solution formation process is used to display the related entities obtained by the keywords and hot word incentives of the real-time updated conversation, so as to prompt customers to make demands on demand.

4. The method according to claim 1, characterized in that The video channel screen at the bank service node also includes the speech page; The method further comprises: During the business communication between the customer and the bank customer service, the keywords input by the bank customer service in the speech library screen are received, the speech library is queried, the speech corresponding to the keywords is obtained, and it is displayed in the speech library screen.

5. The method according to claim 1, characterized in that Also includes: Send a same-screen assistance request to the 5G client; After receiving the consent of the 5G client, a same-screen pointer is displayed on the screen of the 5G client to assist the user in operation.

6. The method according to claim 1, characterized in that The business consultation channel uses a voice channel; The method further comprises: After the voice channel is established, the customer screen, the second business solution formation process screen, and the speech script page are displayed in split screens.

7. The method according to claim 1, characterized in that Also includes: If the establishment of a service consultation channel with the 5G client fails and the 5G client hangs up, a service consultation request number is generated; Add the business consultation request number to the queue of pending messages; Analyze customer characteristics of customer information corresponding to the business consultation request number, where the customer characteristics include at least one of a do not disturb feature, a whitelist feature, and a consumption feature; The dispatch console screen displays the business consultation requests and corresponding customer characteristics in the message queue; When there is a vacant seat, receive the business consultation request selected by the bank customer service on the dispatch desk screen and re-establish the business consultation channel with the 5G client.

8. The method according to claim 1, characterized in that Also includes: When sensitive words appear in the business communication between customers and bank customer service, the sensitive word library is automatically queried to start correction, and the corresponding word words are obtained. The sensitive words and the queried word words are displayed on the customer screen.

9. An online business consultation device based on 5G messages, characterized in that: Applied to service nodes, including: A request receiving module, used to receive a business consultation request and a successful identity authentication result sent by a 5G message processing node, wherein the business consultation request is sent by a 5G client to the 5G message processing node via a mobile phone number, and the successful identity authentication result is sent when the 5G message processing node successfully matches the customer identity information in the business consultation request with the customer identity information of the mobile phone number real-name authentication; A business consultation channel establishment module is used to establish a business consultation channel with the 5G client according to the business consultation request; The emotion recognition module is used to identify the customer's emotions and keywords during the business communication between the customer and the bank's customer service; The associated entity acquisition module is used to obtain associated entities based on the recognized emotions and keywords by performing hot word excitation in the valuation correction knowledge graph; The business solution acquisition module is used to query the solution database based on the recognized emotions, keywords, and related entities to obtain business solutions; The sending module is used to provide business solutions to 5G clients through the business consultation channel.

10. A computer device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, characterized in that: When the processor executes the computer program, the method according to any one of claims 1 to 8 is implemented.

11. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the method according to any one of claims 1 to 8 is implemented.

12. A computer program product, characterized in that The computer program product comprises a computer program, and when the computer program is executed by a processor, the method according to any one of claims 1 to 8 is implemented.

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