Intelligent customer service sensitive business verification system based on customer personalized dynamic problem library and configured verification standard

Abstract

The invention relates to the technical field of customer service, in particular to an intelligent customer service sensitive business verification system based on a customer personalized dynamic problem library and a configured verification standard. The information acquisition module acquires identity information of a client, a personalized question library is established based on the identity information of the client, then a plurality of questions in the personalized question library are sent to the client through the question and answer module, and an answer result of the client is compared with a configuration standard. Therefore, whether the client is allowed to continue to process the sensitive business or not is judged according to the configured standard and the question and answer result, through the highly personalized verification process, it is ensured that when the client processes the sensitive business in an incoming line, the client identity can be efficiently and accurately recognized, and a decision whether business processing is allowed or not is made based on the configurable verification standard.

Description

Technical Field

[0001] The present invention relates to the technical field of customer service, and in particular to an intelligent customer service sensitive business verification system based on a customer personalized dynamic question library and configurable verification standards. Background Art

[0002] With the acceleration of digital transformation, customer service systems have become a critical link in the interaction between businesses and their customers. When handling sensitive matters such as capital flow and privacy protection, effectively verifying customer identities and preventing fraud have become major challenges for customer service systems. Traditional identity verification methods often rely on customer service personnel to verify customer identities based on pre-set questions or procedures, such as asking for basic information, account information, and transaction records. Furthermore, verification results rely on the professionalism and experience of the customer service personnel, as well as their familiarity with customer information. This lacks personalization and flexibility, making it difficult to address complex and ever-changing verification needs. Summary of the Invention

[0003] The purpose of the present invention is to address the problems existing in the background technology and propose an intelligent customer service sensitive business verification system based on a customer personalized dynamic question library and configurable verification standards.

[0004] The technical solution of the present invention:

[0005] This application provides an intelligent customer service sensitive business verification system based on a customer personalized dynamic question library and configurable verification standards, including:

[0006] An information collection module, through which customer identity information and user identity information are collected;

[0007] A question-and-answer module, through which questions and answers are exchanged with customers;

[0008] An identity verification module, through which user identity information is verified;

[0009] A configuration module, through which the configuration standards in the identity authentication process are configured in real time in combination with changes in the external environment;

[0010] A control module determines whether to allow the customer to continue processing sensitive business based on the configured standards and the question and answer results.

[0011] Preferably, the customer identity information includes the customer's personal information, historical transaction records, behavior patterns and business needs.

[0012] Preferably, the question-and-answer module includes a customer-personalized question library.

[0013] Preferably, the configurable standards include question difficulty standards, answer time threshold standards and accuracy requirement standards.

[0014] Preferably, the control component performs the following steps:

[0015] S1, obtain customer identity information;

[0016] S2, determine whether a customer incoming request is received;

[0017] S3: If a customer calls in, randomly select N questions from the customer's personalized question library and send them to the customer;

[0018] S4, receiving the customer's answer;

[0019] S5: Combine the customer's answer with the configured standards to determine whether to allow the customer to continue processing sensitive business.

[0020] Preferably, the customer's answers are combined with the configured standards to determine whether the customer is allowed to continue processing sensitive business, including:

[0021] S51: If the customer's answer meets the configurable criteria, the customer is allowed to process sensitive business;

[0022] S52: If the customer's answer does not meet the configured standard, the customer service is suspended.

[0023] Preferably, the customer personalized question library is updated in real time based on customer information.

[0024] Preferably, the identity authentication method includes face recognition verification and verification code verification.

[0025] Preferably, the intelligent customer service sensitive business verification system based on the customer personalized dynamic question library and configurable verification standards also includes:

[0026] A visualization module is used to interact with the outside world.

[0027] Preferably, the information collection module, question and answer module, identity authentication module, configuration module, and visualization module are all communicatively connected to the control module.

[0028] Compared with the prior art, the above technical solution of the present invention has the following beneficial technical effects:

[0029] The customer's identity information is collected through the information collection module, and a personalized question library is established based on the customer's identity information. Then, multiple questions in the personalized question library are sent to the customer through the question and answer module, and the customer's answer results are compared with the configured standards. Based on the configured standards and the question and answer results, it is determined whether the customer is allowed to continue to process sensitive business. This application uses a highly personalized verification process to ensure that when the customer comes online to process sensitive business, the customer's identity can be identified efficiently and accurately, and a decision on whether to allow business processing is made based on configurable verification standards. BRIEF DESCRIPTION OF THE DRAWINGS

[0030] Figure 1 This is a structural diagram of an intelligent customer service sensitive business verification system based on a customer personalized dynamic question library and configurable verification standards proposed by the present invention;

[0031] Figure 2 This is a flow chart of an intelligent customer service sensitive business verification system based on a customer personalized dynamic question library and configurable verification standards proposed by the present invention;

[0032] Reference numerals: 100, information collection module; 200, question-answering module; 300, identity authentication module;

[0033] 400, configuration module; 500, control module; 600, visualization module. DETAILED DESCRIPTION

[0034] Example 1, as Figure 1 As shown, the present invention proposes an intelligent customer service sensitive business verification system based on a customer personalized dynamic question library and configured verification standards, including an information collection module 100, a question and answer module 200, an identity authentication module 300, a configuration module 400 and a control module 500. The customer information collection module 100 collects customer identity information and user identity information, the question and answer module 200 completes question and answer communication with the customer, the identity authentication module 300 completes verification of user identity information, the configuration module 400 configures the configured standards in the identity authentication process in real time in combination with external environment changes, and the control module 500 determines whether the customer is allowed to continue to handle sensitive business in combination with the configured standards and the question and answer results.

[0035] In the present invention, the customer's identity information is collected through the information collection module 100, and a personalized question library is established based on the customer's identity information. Then, a plurality of questions in the personalized question library are sent to the customer through the question and answer module 200, and the customer's answer results are compared with the configured standards, so as to judge whether the customer is allowed to continue to process sensitive business based on the configured standards and the question and answer results. This application uses a highly personalized verification process to ensure that when the customer comes online to process sensitive business, the customer's identity can be identified efficiently and accurately, and a decision on whether to allow business processing can be made based on configurable verification standards.

[0036] In an optional embodiment, the customer identity information includes the customer's personal information, historical transaction records, behavior patterns, and business needs.

[0037] It should be noted that this application collects, analyzes and integrates customers' historical interaction data (call records, online chat records, consultation records, etc.), behavioral patterns (browsing tracks, click behaviors, purchase records, etc.), preferences (product preferences, service preferences, time preferences, etc.) and other information, and uses big data technology to deeply integrate and clean the data to form a unified and structured user data wide table, thereby establishing an independent personalized question library for each customer based on the customer's personal information, historical transaction records, behavioral patterns and other data, so as to ensure that the questions in the personalized question library are more targeted, and the personalized question library can realize fast and accurate verification of customer identity, reducing the burden and error rate of manual review.

[0038] In an optional embodiment, the question-answering module 200 includes a customer-personalized question library.

[0039] It should be noted that this application can dynamically generate personalized verification questions based on customer portraits. These questions are not limited to fixed questions for identity information verification (such as ID number, date of birth, etc.), but also include label results based on recent communication records between customer service and customers, and dynamic questions associated with pre-configured questions with their labels to improve the authenticity and effectiveness of the verification.

[0040] In an optional embodiment, the configurable standards include a question difficulty standard, an answer time threshold standard, and an accuracy requirement standard.

[0041] Specifically, it is configurable and standard and supports regular automatic updates to adapt to changing verification requirements.

[0042] It should be noted that by introducing a configurable standard verification management mechanism, users are allowed to flexibly set and adjust the various judgment criteria in the identity authentication process based on business needs, security policies and external environment changes. Configurable standard verification can ensure the security needs of this system in different scenarios and flexibly adjust verification strategies to meet business rules, thereby effectively preventing fraud and illegal operations.

[0043] like Figure 2 As shown, in an optional embodiment, the control component performs the following steps:

[0044] S1, obtain customer identity information;

[0045] S2, determine whether a customer incoming request is received;

[0046] S3: If a customer calls in, randomly select N questions from the customer's personalized question library and send them to the customer;

[0047] S4, receiving the customer's answer;

[0048] S5: Combine the customer's answer with the configured standards to determine whether to allow the customer to continue processing sensitive business.

[0049] It should be noted that this application can effectively shorten customer waiting time, improve business processing efficiency, and create greater business value for enterprises through automated verification processes and quick decision-making mechanisms.

[0050] In an optional embodiment, the S5 includes:

[0051] S51: If the customer's answer meets the configurable criteria, the customer is allowed to process sensitive business;

[0052] S52: If the customer's answer does not meet the configured standard, the customer service is suspended.

[0053] It should be noted that by verifying the customer's answer results with the configured standards, the intelligent question-and-answer method makes the verification process more friendly and convenient, which helps to improve customer satisfaction and trust in the service.

[0054] In an optional embodiment, the customer personalized question library is updated in real time based on customer information.

[0055] It should be noted that, since customer identity information is continuously updated over time, the customer personalized question library should also be continuously updated along with the update of customer identity information.

[0056] In an optional embodiment, the identity authentication method includes face recognition verification and verification code verification.

[0057] It should be noted that multi-dimensional and comprehensive verification of customer identity is achieved through multiple identity authentication methods, and before executing the configured standard settings, the user also needs to be authenticated through the identity authentication module 300. Only after verifying that the user information is qualified can the configuration module 400 be entered for setting.

[0058] In an optional embodiment, the intelligent customer service sensitive business verification system based on the customer personalized dynamic question library and configurable verification standards further includes a visualization module 600, through which interaction with the outside world is achieved.

[0059] It should be noted that the visualization module 600 can not only enable communication between the control module 500 and the customer, but also the user can set the configuration standard through the visualization module 600.

[0060] In an optional embodiment, the information collection module 100 , the question-and-answer module 200 , the identity authentication module 300 , the configuration module 400 , and the visualization module 600 are all communicatively connected to the control module 500 .

[0061] It should be noted that the information collected by multiple modules can be transmitted to the control module 500 through communication connections. After receiving the information, the control module 500 controls the identity authentication module 300 and the question-and-answer module 200 to combine customer information or user information to realize sensitive business verification for customers.

[0062] The embodiments of the present invention are described in detail above with reference to the accompanying drawings, but the present invention is not limited thereto. Various changes can be made within the scope of knowledge possessed by those skilled in the art without departing from the spirit of the present invention.

Claims

1. An intelligent customer service sensitive business verification system based on a customer personalized dynamic question library and configurable verification standards, characterized by: include: An information collection module, through which customer identity information and user identity information are collected; A question-and-answer module, through which questions and answers are exchanged with customers; An identity verification module, through which user identity information is verified; A configuration module, through which the configuration standards in the identity authentication process are configured in real time in combination with changes in the external environment; A control module determines whether to allow the customer to continue processing sensitive business based on the configured standards and the question and answer results.

2. The intelligent customer service sensitive business verification system based on a customer personalized dynamic question library and configurable verification standards according to claim 1 is characterized in that: The customer identity information includes the customer's personal information, historical transaction records, behavior patterns and business needs.

3. The intelligent customer service sensitive business verification system based on a customer personalized dynamic question library and configurable verification standards according to claim 2 is characterized in that: The question-answering module includes a customer personalized question library.

4. The intelligent customer service sensitive business verification system based on a customer personalized dynamic question library and configurable verification standards according to claim 3 is characterized in that: The configurable standards include question difficulty standards, answer time threshold standards and accuracy requirement standards.

5. The intelligent customer service sensitive business verification system based on a customer personalized dynamic question library and configurable verification standards according to claim 4 is characterized in that: The control component performs the following steps: S1, obtain customer identity information; S2, determine whether a customer incoming request is received; S3: If a customer calls in, randomly select N questions from the customer's personalized question library and send them to the customer; S4, receiving the customer's answer; S5: Combine the customer's answer with the configured standards to determine whether to allow the customer to continue processing sensitive business.

6. The intelligent customer service sensitive business verification system based on a customer personalized dynamic question library and configurable verification standards according to claim 5 is characterized in that: Combine the customer's answers with the configured standards to determine whether the customer is allowed to continue processing sensitive business, including: S51: If the customer's answer meets the configurable criteria, the customer is allowed to process sensitive business; S52: If the customer's answer does not meet the configured standard, the customer service is suspended.

7. The intelligent customer service sensitive business verification system based on a customer personalized dynamic question library and configurable verification standards according to claim 6 is characterized in that: The customer personalized question library is updated in real time according to customer information.

8. The intelligent customer service sensitive business verification system based on a customer personalized dynamic question library and configurable verification standards according to claim 7 is characterized in that: The identity authentication methods include face recognition verification and verification code verification.

9. The intelligent customer service sensitive business verification system based on a customer personalized dynamic question library and configurable verification standards according to claim 1 is characterized in that: The intelligent customer service sensitive business verification system based on the customer personalized dynamic question library and configurable verification standards also includes: A visualization module is used to interact with the outside world.

10. The intelligent customer service sensitive business verification system based on a customer personalized dynamic question library and configurable verification standards according to claim 9 is characterized in that: The information collection module, question and answer module, identity authentication module, configuration module, and visualization module are all in communication connection with the control module.

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