Business handling method, device, system, equipment, medium and program product

Abstract

The embodiment of the invention provides a business handling method, device and system, equipment, a medium and a program product, and relates to the field of artificial intelligence. The method comprises the steps of generating a second operation guidance according to a real-time business demand and a preset business process mapping rule by obtaining the real-time business demand and real-time environment information of a customer, and meanwhile, generating a first operation guidance by analyzing historical behavior data and the real-time environment information of the customer. And performing fusion processing on the first operation guidance and the second operation guidance to generate a customer guidance strategy corresponding to the real-time business demand, thereby executing guidance operation based on the customer guidance strategy. According to the method, the response efficiency of business handling is improved, and the user experience is enhanced.

Description

Technical Field

[0001] This application relates to the field of artificial intelligence, and in particular to a business processing method, apparatus, system, equipment, medium, and program product. Background Technology

[0002] Currently, with the advancement of artificial intelligence in the intelligent transformation of the banking industry, bank branches are facing pressure to improve service efficiency and customer experience. The traditional model, which relies on lobby managers, is costly and struggles to handle peak customer traffic. Therefore, the industry has begun to introduce intelligent dialogue systems to automate lobby services.

[0003] Existing technologies, based on large models and financial knowledge bases, construct a guidance system by orchestrating service processes through intelligent agents. This guidance system interacts with customers via voice, and after converting the voice into text, the intelligent agent in the guidance system confirms the customer's intent and guides the customer to complete the business based on the preset process corresponding to the customer's intent.

[0004] However, existing guidance systems are turn-based, requiring customers to wait for the system to process each request completely during interaction. This can easily lead to output delays, thereby reducing the real-time performance of the system response and further degrading the user experience. Summary of the Invention

[0005] This application provides a business processing method, apparatus, system, equipment, medium, and program product to solve the technical problem of business processing response delay and reduced user experience.

[0006] Firstly, this application provides a business processing method, including:

[0007] Obtain customers' real-time business needs and real-time environmental information;

[0008] Based on real-time business needs and preset business process mapping rules, a second operation guide is generated; and upon receiving the first operation guide, the first operation guide and the second operation guide are merged to generate a customer guidance strategy corresponding to the real-time business needs; wherein, the first operation guide is generated by analyzing the customer's historical behavior data and real-time environmental information;

[0009] Perform onboarding actions based on customer onboarding strategies.

[0010] Secondly, this application provides a business processing device, comprising:

[0011] The acquisition module is used to acquire customers' real-time business needs and real-time environmental information;

[0012] The processing module is used to generate a second operation guide based on real-time business needs and preset business process mapping rules; and when receiving the first operation guide, it merges the first operation guide with the second operation guide to generate a customer guidance strategy corresponding to the real-time business needs; wherein, the first operation guide is generated by analyzing the customer's historical behavior data and real-time environmental information;

[0013] The processing module is also used to perform bootstrapping operations based on customer bootstrapping strategies.

[0014] Thirdly, embodiments of this application provide a system terminal, including:

[0015] The asynchronous response module is used to acquire customers' historical behavior data and real-time environmental information, perform correlation analysis on the customers' historical behavior data and real-time environmental information, and generate the first operation guide;

[0016] The real-time response module is used to obtain customers' real-time business needs, generate a second operation guide based on the real-time business needs and preset business process mapping rules; and when the first operation guide is received, the first operation guide and the second operation guide are merged and processed to output the customer guidance strategy corresponding to the real-time business needs; and the guidance operation is executed based on the customer guidance strategy.

[0017] Fourthly, embodiments of this application provide an electronic device, including: a memory and a processor;

[0018] The memory stores instructions that the computer executes;

[0019] The processor executes computer execution instructions stored in memory, causing the processor to perform the first aspect and / or various possible implementations of the first aspect as described above.

[0020] Fifthly, embodiments of this application provide a computer-readable storage medium storing computer-executable instructions, which, when executed by a processor, are used to implement the first aspect and / or various possible implementations of the first aspect.

[0021] In a sixth aspect, embodiments of this application provide a computer program product, including a computer program that, when executed by a processor, implements the first aspect and / or various possible implementations of the first aspect.

[0022] The business processing method, apparatus, system, equipment, medium, and program products provided in this application acquire real-time customer business needs and real-time environmental information, and generate a second operation guide based on the real-time business needs and preset business process mapping rules. Simultaneously, a first operation guide is generated by analyzing historical customer behavior data and real-time environmental information. The first and second operation guides are then integrated to generate a customer guidance strategy corresponding to the real-time business needs. Based on this strategy, guided operations are executed, thereby improving the response efficiency of business processing and enhancing the user experience. Attached Figure Description

[0023] The accompanying drawings, which are incorporated in and form part of this specification, illustrate embodiments consistent with this application and, together with the description, serve to explain the principles of this application.

[0024] Figure 1 A flowchart illustrating the business processing method provided in this application;

[0025] Figure 2 A schematic diagram illustrating the business processing method provided in this application;

[0026] Figure 3 This is a schematic diagram of the system terminal provided in this application;

[0027] Figure 4 A schematic diagram of the structure of the real-time response module provided in this application;

[0028] Figure 5 A schematic diagram of the asynchronous response module provided in this application;

[0029] Figure 6 A schematic diagram of the business processing device provided in this application;

[0030] Figure 7 A schematic diagram of the structure of the electronic device provided in this application.

[0031] The accompanying drawings illustrate specific embodiments of this application, which will be described in more detail below. These drawings and descriptions are not intended to limit the scope of the concept in any way, but rather to illustrate the concept of this application to those skilled in the art through reference to particular embodiments. Detailed Implementation

[0032] Exemplary embodiments will now be described in detail, examples of which are illustrated in the accompanying drawings. When the following description relates to the drawings, unless otherwise indicated, the same numbers in different drawings denote the same or similar elements. The embodiments described in the following exemplary embodiments do not represent all embodiments consistent with this application. Rather, they are merely examples of apparatuses and methods consistent with some aspects of this application as detailed in the appended claims.

[0033] It should be noted that the user information (including but not limited to user device information, user personal information, etc.) and data (including but not limited to data used for analysis, data stored, data displayed, etc.) involved in this application are all information and data authorized by the user or fully authorized by all parties. Furthermore, the collection, storage, use, processing, transmission, provision, disclosure, and application of the relevant data all comply with the relevant laws, regulations, and standards of the relevant countries and regions, have taken necessary confidentiality measures, do not violate public order and good morals, and provide corresponding operation access points for users to choose to authorize or refuse.

[0034] Furthermore, the technical solution involved in this application, which involves big data analysis of user information (including but not limited to personal biometrics, identity data, consumption data, asset data, electronic terminal operation data, etc.) and the use of artificial intelligence technology for automated decision-making, and makes decisions that have a significant impact on personal rights based on the results of automated decision-making, provides users with corresponding operation entry points for users to choose to agree to or reject the results of automated decision-making; if the user chooses to reject, the process will proceed to the expert decision-making process.

[0035] It should be noted that the business processing methods, devices, systems, equipment, media, and program products provided in this application can be used in the field of artificial intelligence, or in any field other than artificial intelligence. The application fields of the business processing methods, devices, systems, equipment, media, and program products in this application are not limited.

[0036] Bank branch lobbies are the core service scenario for customers conducting financial transactions, involving diverse user needs such as ticket issuance, service flow management, self-service terminal operation guidance, and customer consultation. During peak hours, the lobby experiences high customer traffic, with complex service types (e.g., cash deposits and withdrawals, transfers, account openings), and highly dynamic customer needs (e.g., temporary changes in service type, unexpected inquiries). Traditional service models rely on human lobby managers for customer guidance, resulting in high labor costs, limited service efficiency, and long customer wait times.

[0037] Therefore, existing technical solutions build guidance systems based on large models and financial business knowledge bases, engaging in dialogue with customers through voice interaction. For example, after a customer verbally states their needs, the system uses speech-to-text technology to convert the customer's spoken words into text input. Then, an intelligent agent, based on a pre-set business process knowledge base, confirms the customer's intent (e.g., taking a number, transferring funds) through multiple rounds of dialogue. Based on the fixed process corresponding to the customer's intent, it generates operational guidance (e.g., guiding to a self-service machine or cash area), and executes the relevant operations through voice broadcasting or robotic arms. Afterwards, it waits for customer feedback and proceeds to the next step upon receiving user feedback.

[0038] However, existing intelligent guidance systems require customers to fully express their needs and complete large-scale model calculations (from several seconds to tens of seconds) before generating a response, which can easily lead to repeated waiting for customers and reduce the interactive experience. Furthermore, when faced with scenarios where customers temporarily change their needs (such as canceling business midway or temporarily inquiring about other services), existing intelligent guidance systems need to restart multiple rounds of dialogue, which reduces service efficiency and interactive flexibility, making it difficult to adapt to complex scenarios where customers temporarily change their needs.

[0039] The business processing method provided in this application generates a first operation guide and a second operation guide in parallel by acquiring the customer's real-time business needs and the real-time environmental information of the current functional area. The first operation guide is generated based on the analysis of the customer's historical behavior data and real-time environmental information, and is used to provide predictive guidance suggestions. The second operation guide is generated based on real-time business needs and preset business process mapping rules, and is used to provide real-time and reliable guidance responses. By integrating the first and second operation guides, a final customer guidance strategy is generated, and the strategy is decomposed into executable atomic operation sequences based on a preset atomic operation library to execute the guidance operations. This method effectively improves the system response speed and the accuracy of the guidance strategy, and achieves efficient and intelligent lobby service guidance.

[0040] The business processing method provided in this application aims to solve the above-mentioned technical problems of the existing technology.

[0041] The technical solution of this application and how the technical solution of this application solves the above-mentioned technical problems are described in detail below with specific embodiments. These specific embodiments can be combined with each other, and the same or similar concepts or processes may not be described again in some embodiments. The embodiments of this application will now be described with reference to the accompanying drawings.

[0042] Figure 1 A flowchart illustrating the business processing method provided in this application, such as... Figure 1 As shown, the method includes:

[0043] S101. Obtain customers' real-time business needs and real-time environmental information.

[0044] More specifically, Figure 2 The schematic diagram illustrating the business processing method provided in this application, in a lobby setting, includes: sensor 1, sensor 2, sensor 3, a lobby deployment server, a system terminal, and a user. In this lobby setting, the user interacts with the system terminal to input real-time business requirements, for example, through voice input. The system terminal then converts the voice data into text. Sensors 1, 2, and 3 are deployed in various functional areas and on key equipment within the lobby to collect real-time environmental information. The lobby deployment server receives, aggregates, and processes the data uploaded by each sensor, generating a standardized environmental information data stream, which is then pushed to the system terminal.

[0045] Optionally, real-time environmental information is collected through IoT sensors; among which, IoT sensors include device status sensors and interaction sensors, the device status sensors are used to detect the real-time occupancy status of the device, and the interaction sensors are used to collect customer location and behavior trajectory information.

[0046] In one possible embodiment, such as Figure 2 In the scenario shown, Sensor 1 and Sensor 2 are both device status sensors. The device status sensors are deployed on customer service equipment to detect whether the equipment is in use or malfunctioning. Sensor 3 is an interactive sensor (e.g., a camera deployed in the lobby) used to collect customer location and behavior trajectory information. The device status sensor's detection of whether the equipment is in use or malfunctioning is used for real-time resource allocation and traffic management decisions on the system terminal. For example, determining whether to guide the customer to an available device or suggest they wait in line. The customer location and behavior trajectory information collected by the interactive sensor is used on the system terminal for customer behavior pattern analysis and prediction of potential service needs.

[0047] In one possible embodiment, various IoT sensors deployed within the lobby collect environmental information such as device operating status, customer distribution, and queue length. This environmental information is then uploaded to a locally deployed lobby server via a local area network or near-field communication (NFC). The lobby server then aggregates and processes the information uploaded from each IoT sensor, generating a data stream suitable for streaming transmission, which is then pushed to the system terminal.

[0048] This application embodiment collects real-time environmental information through different IoT sensors (device status sensors, interaction sensors), and uses the real-time environmental information as input information for the system terminal to ensure that the generated guidance is consistent with the actual hall status, avoids guiding to full functional areas, and reduces erroneous guidance caused by lag in environmental information (e.g., equipment occupancy status not updated in time), thereby enhancing the accuracy of the guidance strategy and reducing the probability of errors.

[0049] Optionally, each hall scenario in this application embodiment includes at least one system terminal. When multiple system terminals are included in a hall scenario, the hall deployment server deployed locally at each branch uses near-field communication or local area network to push data streams to each system terminal deployed within the branch in real time, ensuring that each system terminal can obtain the current status of each functional area of ​​the branch in near real-time. The hall scenario includes multiple functional areas, and each system terminal handles the real-time business needs of at least one functional area.

[0050] S102. Generate a second operation guide based on real-time business needs and preset business process mapping rules; upon receiving the first operation guide, merge the first operation guide with the second operation guide to generate a customer guidance strategy corresponding to the real-time business needs.

[0051] More specifically, a second operation guide is generated based on real-time business needs and preset business process mapping rules; upon receiving the first operation guide, the first operation guide and the second operation guide are merged to generate a customer guidance strategy corresponding to the real-time business needs; wherein, the first operation guide is generated by analyzing the customer's historical behavior data and real-time environmental information.

[0052] Figure 3 A schematic diagram of the system terminal provided in this application is shown below. Figure 3 As shown, the system terminal includes an asynchronous response module, a real-time response module, and a preset atomic operation library. The asynchronous response module receives real-time environment information and, after generating a first operation guide, inputs it into the real-time response module. The real-time response module generates a customer guidance strategy based on the first operation guide and the real-time environment information, obtains the atomic operations corresponding to the customer guidance strategy based on the preset atomic operation library, and then outputs the atomic operations.

[0053] In one possible embodiment, the real-time response module receives the customer's real-time business needs and current lobby environment information, and quickly matches a jump decision according to preset business process mapping rules to obtain a second operation guide. The asynchronous response module receives the customer's real-time business needs, historical behavior data, and continuous lobby environment information flow, and performs in-depth analysis and behavior prediction on the received data to generate a first operation guide. When the real-time response module receives the first operation guide, it merges the first operation guide with the second operation guide to generate a customer guidance strategy corresponding to the real-time business needs.

[0054] Optionally, a second operation guide is generated based on real-time business needs and preset business process mapping rules. Specifically, this includes: determining the business processing procedure corresponding to the real-time business needs based on the preset business process mapping rules; and generating a second operation guide corresponding to the business processing procedure based on real-time environmental information.

[0055] Optionally, such as Figure 3 As shown, when the real-time response module receives real-time environmental information and real-time business requirements, it determines the business processing procedure corresponding to the real-time business requirements based on preset business process mapping rules; and generates a second operation guide corresponding to the business processing procedure based on the real-time environmental information.

[0056] Optionally, the real-time response module includes a guidance processing module, a finite state machine module, and an atomic operation executor module.

[0057] In one possible embodiment, Figure 4 A schematic diagram of the structure of the real-time response module provided in this application is shown below. Figure 4 As shown, when the real-time response module receives real-time environmental information and the customer's real-time business needs, the finite state machine module determines the corresponding business processing procedure for the cash withdrawal business based on the real-time business needs (e.g., cash withdrawal business) and the preset business process mapping rules. Based on the current environmental information (e.g., there are no available counters), a second operation guide is generated, that is, the customer is guided to the waiting area.

[0058] This application embodiment uses a real-time response module to provide guidance and response based on real-time environmental information and real-time business needs. While improving response efficiency, it enhances the rationality and feasibility of the second operation guidance by introducing real-time environmental information, thereby improving the stability and reliability of the response.

[0059] Optionally, the customer's historical behavior data and real-time environmental information are analyzed to generate a first operation guideline, including: determining the customer's behavior prediction information based on the customer's historical behavior data; and determining the first operation guideline by performing correlation analysis between the behavior prediction information and the real-time environmental information.

[0060] Optionally, such as Figure 3As shown, when the asynchronous response module of the system terminal receives real-time environmental information, it determines the customer's behavior prediction information based on the real-time environmental information; by performing correlation analysis between the behavior prediction information and the customer's historical behavior data, it determines the first operation guidance.

[0061] Optionally, the asynchronous response module includes a behavior caching module, a behavior prediction module, and a guidance generation module. The behavior prediction module and the guidance generation module are intelligent agents built based on open-source large models. By pre-setting prompts and a knowledge base in the behavior prediction module, it can determine the customer's predicted behavior information based on real-time environmental information and historical behavior data. The guidance generation module asynchronously generates customer service guidance, i.e., the first operation guidance, based on real-time environmental information and the customer's predicted behavior information.

[0062] In one possible embodiment, Figure 5 A schematic diagram of the asynchronous response module provided in this application is shown below. Figure 5 As shown, the caching module stores and manages customer behavior records in historical and current service processes in chronological order, storing these records in a standardized natural language format. The behavior prediction module reads customer behavior record data from the caching module and determines predicted customer behavior information (e.g., behavioral tendencies and potential intentions) based on preset prompts and a knowledge base. The guidance generation module receives the behavior prediction information and combines it with real-time environmental information to generate initial operational guidance to guide the customer through the service process. This initial operational guidance is then sent to the real-time response module.

[0063] For example, the first operational guidance may include information such as directing customers to the location of the functional area and whether they need to wait in the rest area.

[0064] This application embodiment uses historical behavioral data to predict the customer's future behavior, thereby pre-judging the customer's potential needs and providing advanced service guidance (i.e., first operation guidance) for the generated potential needs and real-time environmental information. This enables the advance deployment of service processes, further improves the efficiency of service response, and enhances the user experience.

[0065] In one possible embodiment, such as Figure 4 As shown, the first operation guidance is obtained through the guidance processing module in the real-time response module and transmitted to the finite state machine module, so that the finite state machine module can perform fusion processing on the first operation guidance and the second operation guidance to generate a customer guidance strategy.

[0066] Optionally, the guidance processing module in the real-time response module can also read the customer's historical behavior data, behavior prediction information and first guidance information on its own, and generate new guidance information based on the customer's historical behavior data, behavior prediction information and first guidance information and input it into the finite state machine module.

[0067] S103. Perform guidance operations based on customer guidance strategies.

[0068] Optionally, after generating the second operation guide, a guiding operation is performed based on the second operation guide, including: determining the executable atomic operation sequence corresponding to the second operation guide from a preset atomic operation library; and performing the guiding operation based on the executable atomic operation sequence.

[0069] Optionally, the preset atomic operation library includes multiple atomic operations. These multiple atomic operations are operations that are pre-decomposed into preset granularities for each business processing procedure, and each atomic operation has clear preconditions.

[0070] Optionally, the executable atomic operation sequence is a customer-guided process formed by arranging and combining multiple atomic operations from a preset atomic operation library.

[0071] For example, the executable atomic operation sequence includes atomic operation 1, atomic operation 2, and atomic operation 3. Atomic operation 1 assists the customer in reading the customer's ID card information on the reading device, atomic operation 2 assists the customer in going to the self-service equipment area of ​​the branch to conduct business, and atomic operation 3 assists the customer in going to the rest area of ​​the branch to wait.

[0072] This embodiment reassembles the generated second operation guide or customer guidance strategy using atomic operations. When the business operation process changes, the business operation process of the system terminal can be updated by updating the atomic operations that have changed, which improves the convenience of managing and maintaining the system terminal and reduces upgrade costs.

[0073] For example, such as Figure 3 As shown, after the real-time response module generates the second operation guide, it determines the executable atomic operation sequence corresponding to the second operation guide based on a preset atomic operation library. The executable atomic operation sequence includes multiple atomic operations to be executed in the execution order corresponding to the second operation guide. Each operation atom is output sequentially according to the executable atomic operation sequence corresponding to the second operation guide.

[0074] In one possible embodiment, such as Figure 4As shown, the real-time response module, through a finite state machine module, determines the second operation instruction corresponding to the customer based on real-time business needs, user-system terminal interaction information, and branch lobby environment information, and inputs it into the atomic operation execution module. The atomic operation execution module then determines multiple executable atomic operations corresponding to the second operation instruction from a preset atomic operation library and generates an executable atomic operation sequence corresponding to the second operation instruction according to the order indicated by the second operation instruction. The atomic operation execution model calls external functional modules (e.g., voice broadcasting, robotic arm movement) to sequentially transform the atomic operations to be executed in the executable atomic operation sequence corresponding to the second operation instruction into actual guidance actions for the customer (e.g., announcing the waiting area location, robotic arm pointing to the waiting area).

[0075] This embodiment improves execution efficiency by bypassing the fusion step and directly executing the second operation guide after obtaining it from the real-time response module. When the first operation guide fails to be generated or input into the real-time response module in a timely manner due to network or computing latency, the real-time response module can generate the second operation guide based on real-time business needs and preset business process mapping rules to directly complete the guidance, improving the system's immediate response capability to real-time tasks and ensuring the basic availability and real-time performance of the service.

[0076] Optionally, the bootstrapping operation is performed based on the customer bootstrapping strategy, specifically including: determining the executable atomic operation sequence corresponding to the customer bootstrapping strategy based on a preset atomic operation library; and performing the bootstrapping operation based on the executable atomic operation sequence. The atomic operation sequence includes at least one atomic operation.

[0077] For example, such as Figure 3 As shown, when the real-time response module generates a second operation guide and receives a first operation guide, it merges the first and second operation guides to generate a customer onboarding strategy corresponding to the real-time business requirements. Based on a preset atomic operation library, the executable atomic operation sequence corresponding to the customer onboarding strategy is determined. The executable atomic operation sequence includes multiple atomic operations to be executed and the execution order corresponding to the customer onboarding strategy. Each operation atom is output sequentially according to the executable atomic operation sequence corresponding to the customer onboarding strategy.

[0078] In one possible embodiment, such as Figure 4As shown, after the real-time response module generates a customer guidance strategy based on the first and second operation guidelines using the finite state machine module, the second operation guideline is input into the atomic operation execution module of the real-time response module. The atomic operation execution module generates multiple executable atomic operations corresponding to the customer guidance strategy based on the atomic operations decomposed from the preset atomic operation library, and concatenates them according to the execution order indicated by the customer guidance strategy to obtain the executable atomic operation sequence corresponding to the customer guidance strategy. The atomic operation execution model calls external functional modules (e.g., voice broadcasting, robotic arm movement) to sequentially transform the atomic operations to be executed in the executable atomic operation sequence corresponding to the customer guidance strategy into actual customer guidance actions (e.g., announcing the waiting area location, robotic arm pointing to the waiting area).

[0079] In one possible embodiment, after the real-time response module generates a second operation guide and executes the corresponding guidance operation, if a first operation guide generated by the asynchronous response module is received, the first operation guide is fused with the current second operation guide to optimize the guidance operation corresponding to the executed second operation guide. This embodiment improves the accuracy and effectiveness of the system terminal's generated guides / strategies, as well as the reliability of the execution device's execution of guidance operations.

[0080] Optionally, to optimize the decision-making process for real-time response, the real-time response module of this application models the real-time interaction between customers and staff as a decentralized dual-agent Markov decision-making process. Its core elements include the state space S of the real-time response module (representing the lobby environment and customer state), the customer's independent action space Ai, the staff's independent action space Ah, the joint action space A of the customer and staff, and the reward function R determined by the state and joint actions. At each decision time t, the real-time response module simulates the actions ai that the customer can take and the actions ah that the staff can take based on the current state S(t), and evaluates the value of the actions through the reward function R, thereby updating the state of the real-time response module to a better S(t+1). This model provides a theoretical framework for the finite state machine module of the real-time response module, enabling it to continuously optimize the guidance strategy in a dynamic environment. It ensures that the generation of executable atomic operation sequences is based not only on current needs but also on long-term interactions and state evolution, thereby improving the overall guidance efficiency and customer satisfaction of the system terminal.

[0081] This application embodiment determines the executable atomic operation sequence corresponding to the customer onboarding strategy based on a preset atomic operation library, and performs the onboarding operation based on the executable atomic operation sequence. By transforming the customer onboarding strategy into a specific executable atomic operation sequence, the decoupling of business logic and execution hardware is achieved. That is, the same customer onboarding strategy can be adapted to different execution terminals (e.g., robots, large screens, speakers), as long as the execution terminal can perform atomic operations, thus improving the flexibility and scalability of business processing.

[0082] For example, when the second operation guidance (or customer guidance strategy) obtained by the atomic operation execution module is to guide the customer to the waiting area, the atomic operation execution module can decompose it into an executable atomic operation sequence of finding an empty seat in the waiting area, marking the seat as occupied in the system terminal, guiding the customer to the empty seat, and providing tea service after the customer sits down.

[0083] Optionally, the executable atomic operation sequence in this application embodiment can also be calculated by the atomic operation execution module based on the path algorithm to determine the order of each atomic operation corresponding to the execution of the second operation guide (or, customer guidance strategy).

[0084] The business processing method provided in this application overcomes the latency problem of the single serial processing flow in existing technologies by generating two types of operation guidance in parallel (i.e., the first operation guidance is generated based on historical behavioral data and real-time environmental information to provide optimization strategies, and the second operation guidance is generated based on real-time business needs and preset business process mapping rules to ensure real-time response). It optimizes real-time response using optimization strategies. By generating two types of operation guidance in parallel and merging them to generate an optimized customer guidance strategy, it achieves both the ability to make forward-looking predictions using historical data (first operation guidance) and the ability to respond promptly to real-time business needs according to preset business process rules (second operation guidance), combining the advantages of both to simultaneously enhance the response speed and decision-making accuracy of business processing, thereby improving customer experience and business processing efficiency.

[0085] The system terminal provided in this embodiment includes: an asynchronous response module, used to acquire the customer's historical behavior data and real-time environmental information, perform correlation analysis on the customer's historical behavior data and real-time environmental information, and generate a first operation guide;

[0086] The real-time response module is used to obtain customers' real-time business needs, generate a second operation guide based on the real-time business needs and preset business process mapping rules; and when the first operation guide is received, the first operation guide and the second operation guide are merged and processed to output the customer guidance strategy corresponding to the real-time business needs; and the guidance operation is executed based on the customer guidance strategy.

[0087] Optionally, the real-time response module is also used to determine the business processing procedure corresponding to the real-time business requirements based on preset business process mapping rules.

[0088] Based on real-time environmental information, generate a second set of operation guidelines corresponding to the business processing procedure.

[0089] Optionally, the asynchronous response module is also used to determine customer behavior prediction information based on the customer's historical behavior data;

[0090] By correlating and analyzing behavioral prediction information with real-time environmental information, the first operational guidelines are determined.

[0091] Optionally, the real-time response module is also used to determine the sequence of executable atomic operations corresponding to the customer bootstrapping strategy based on a preset atomic operation library;

[0092] The bootstrapping operation is performed based on the sequence of executable atomic operations.

[0093] Optionally, the real-time response module is further configured to perform guided operations based on the second operation guide after the second operation guide is generated, including:

[0094] Determine the executable atomic operation sequence corresponding to the second operation guide from the preset atomic operation library;

[0095] The bootstrapping operation is performed based on an executable atomic operation sequence. Optionally, real-time environmental information is collected through IoT sensors; wherein, the IoT sensors include device status sensors and interaction sensors, the device status sensors are used to detect the real-time occupancy status of the device, and the interaction sensors are used to collect customer location and behavioral trajectory information.

[0096] Figure 6 The structural schematic diagram of the business processing device provided in this application is as follows: Figure 6 As shown, the service processing device 60 provided in this embodiment includes:

[0097] Module 601 is used to acquire customers' real-time business needs and real-time environmental information.

[0098] The processing module 602 is used to generate a second operation guide based on real-time business needs and preset business process mapping rules; and when receiving the first operation guide, it merges the first operation guide with the second operation guide to generate a customer guidance strategy corresponding to the real-time business needs; wherein, the first operation guide is generated by analyzing the customer's historical behavior data and real-time environmental information.

[0099] The processing module 602 is also used to perform bootstrapping operations based on the customer bootstrapping strategy.

[0100] Optionally, the processing module 602 is also used to determine the business processing procedure corresponding to the real-time business requirements based on the preset business process mapping rules.

[0101] Based on real-time environmental information, generate a second set of operation guidelines corresponding to the business processing procedure.

[0102] Optionally, the processing module 602 is also used to analyze the customer's historical behavior data and real-time environmental information to generate a first operation guide, including:

[0103] Based on customers' historical behavior data, determine customer behavior prediction information;

[0104] By correlating and analyzing behavioral prediction information with real-time environmental information, the first operational guidelines are determined.

[0105] Optionally, the processing module 602 is further configured to determine the executable atomic operation sequence corresponding to the customer bootstrapping strategy based on a preset atomic operation library;

[0106] The bootstrapping operation is performed based on the sequence of executable atomic operations.

[0107] Optionally, the processing module 602 is further configured to perform a guiding operation based on the second operating guide after generating the second operating guide, including:

[0108] Determine the executable atomic operation sequence corresponding to the second operation guide from the preset atomic operation library;

[0109] The bootstrapping operation is performed based on the sequence of executable atomic operations.

[0110] Optionally, the acquisition module is also used to collect real-time environmental information via IoT sensors;

[0111] Among them, IoT sensors include device status sensors and interaction sensors. Device status sensors are used to detect the real-time occupancy status of devices, while interaction sensors are used to collect customer location and behavior trajectory information.

[0112] The business processing device provided in this embodiment can execute the method provided in the above method embodiment. Its implementation principle and technical effect are similar, and will not be described in detail here.

[0113] Figure 7 A schematic diagram of the structure of the electronic device provided in this application. Figure 7 As shown, the electronic device 70 provided in this embodiment includes at least one processor 701 and a memory 702. Optionally, the device 70 further includes a communication component 703. The processor 701, memory 702, and communication component 703 are connected via a bus 704.

[0114] In a specific implementation, at least one processor 701 executes computer execution instructions stored in memory 702, causing at least one processor 701 to perform the above-described method.

[0115] The specific implementation process of processor 701 can be found in the above method embodiments, and its implementation principle and technical effect are similar. It will not be repeated here.

[0116] In the above embodiments, it should be understood that the processor can be a Central Processing Unit (CPU), or other general-purpose processors, digital signal processors (DSPs), application-specific integrated circuits (ASICs), etc. The general-purpose processor can be a microprocessor or any conventional processor. The steps of the method disclosed in this invention can be directly implemented by a hardware processor, or implemented by a combination of hardware and software modules within the processor.

[0117] The memory may include random access memory (RAM) and may also include non-volatile memory (NVM), such as at least one disk storage device.

[0118] The bus can be an Industry Standard Architecture (ISA) bus, a Peripheral Component Interconnect (PCI) bus, or an Extended Industry Standard Architecture (EISA) bus, etc. Buses can be categorized as address buses, data buses, control buses, etc. For ease of illustration, the buses shown in the accompanying drawings are not limited to a single bus or a single type of bus.

[0119] This application also provides a computer program product, including a computer program that, when executed by a processor, implements the above-described method.

[0120] This application also provides a computer-readable storage medium storing computer-executable instructions, which, when executed by a processor, implement the above-described method.

[0121] The aforementioned readable storage medium can be implemented by any type of volatile or non-volatile storage device or a combination thereof, such as static random access memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic storage, flash memory, magnetic disk, or optical disk. The readable storage medium can be any available medium accessible to a general-purpose or special-purpose computer.

[0122] An exemplary readable storage medium is coupled to a processor, enabling the processor to read information from and write information to the readable storage medium. Of course, the readable storage medium can also be a component of the processor. The processor and the readable storage medium can reside in an Application Specific Integrated Circuit (ASIC). Alternatively, the processor and the readable storage medium can exist as discrete components in the device.

[0123] It should be noted that, for the sake of simplicity, the foregoing method embodiments are all described as a series of actions. However, those skilled in the art should understand that this application is not limited to the described order of actions, as some steps may be performed in other orders or simultaneously according to this application. Furthermore, those skilled in the art should also understand that the embodiments described in the specification are all optional embodiments, and the actions and modules involved are not necessarily essential to this application.

[0124] It should be further noted that although the steps in the flowchart are shown sequentially according to the arrows, these steps are not necessarily executed in the order indicated by the arrows. Unless explicitly stated herein, there is no strict order restriction on the execution of these steps, and they can be executed in other orders. Moreover, at least some steps in the flowchart may include multiple sub-steps or multiple stages. These sub-steps or stages are not necessarily completed at the same time, but can be executed at different times. The execution order of these sub-steps or stages is not necessarily sequential, but can be performed alternately or in turn with other steps or at least some of the sub-steps or stages of other steps.

[0125] It should be understood that the above-described device embodiments are merely illustrative, and the device of this application can also be implemented in other ways. For example, the division of units / modules in the above embodiments is only a logical functional division, and there may be other division methods in actual implementation. For example, multiple units, modules, or components may be combined, or integrated into another system, or some features may be ignored or not executed.

[0126] Furthermore, unless otherwise specified, the functional units / modules in the various embodiments of this application can be integrated into one unit / module, or each unit / module can exist physically separately, or two or more units / modules can be integrated together. The integrated units / modules described above can be implemented in hardware or as software program modules.

[0127] When integrated units / modules are implemented in hardware, the hardware can be digital circuits, analog circuits, etc. The physical implementation of the hardware structure includes, but is not limited to, transistors, memristors, etc. Unless otherwise specified, the processor can be any suitable hardware processor, such as a CPU, GPU, FPGA, DSP, and ASIC, etc. Unless otherwise specified, the storage unit can be any suitable magnetic or magneto-optical storage medium, such as Resistive Random Access Memory (RRAM), Dynamic Random Access Memory (DRAM), Static Random Access Memory (SRAM), Enhanced Dynamic Random Access Memory (EDRAM), High-Bandwidth Memory (HBM), Hybrid Memory Cube (HMC), etc.

[0128] If the integrated unit / module is implemented as a software program module and sold or used as an independent product, it can be stored in a computer-readable storage device (CMD). Based on this understanding, the technical solution of this application, in essence, or the part that contributes to the prior art, or all or part of the technical solution, can be embodied in the form of a software product. This computer software product is stored in a memory and includes several instructions to cause a computer device (which may be a personal computer, server, or network device, etc.) to execute all or part of the steps of the methods of the various embodiments of this application. The aforementioned memory includes various media capable of storing program code, such as a USB flash drive, read-only memory (ROM), random access memory (RAM), portable hard drive, magnetic disk, or optical disk.

[0129] In the above embodiments, the descriptions of each embodiment have their own emphasis. For parts not described in detail in a certain embodiment, please refer to the relevant descriptions of other embodiments. The technical features of the above embodiments can be combined arbitrarily. For the sake of brevity, not all possible combinations of the technical features in the above embodiments are described. However, as long as the combination of these technical features does not contradict each other, it should be considered within the scope of this specification.

[0130] Other embodiments of this application will readily occur to those skilled in the art upon consideration of the specification and practice of the invention disclosed herein. This application is intended to cover any variations, uses, or adaptations of this application that follow the general principles of this application and include common knowledge or customary techniques in the art not disclosed herein. The specification and examples are to be considered exemplary only, and the true scope and spirit of this application are indicated by the following claims.

[0131] It should be understood that this application is not limited to the precise structure described above and shown in the accompanying drawings, and various modifications and changes can be made without departing from its scope. The scope of this application is limited only by the appended claims.

Claims

1. A business processing method, characterized in that, include: Obtain customers' real-time business needs and real-time environmental information; Based on the real-time business requirements and preset business process mapping rules, a second operation guide is generated; Upon receiving the first operation instruction, the first operation instruction and the second operation instruction are merged to generate a customer guidance strategy corresponding to the real-time business requirement; wherein, the first operation instruction is generated by analyzing the customer's historical behavior data and the real-time environmental information; The onboarding operation is performed based on the customer onboarding strategy.

2. The method according to claim 1, characterized in that, Based on the real-time business requirements and the preset business process mapping rules, a second operation guide is generated, specifically including: Based on preset business process mapping rules, the business processing process corresponding to the real-time business requirement is determined; Based on the real-time environmental information, a second operation guide corresponding to the business processing procedure is generated.

3. The method according to claim 1, characterized in that, By analyzing the customer's historical behavior data and the real-time environmental information, a first operation guide is generated, including: Based on the customer's historical behavior data, determine the customer's behavior prediction information; The first operation guideline is determined by correlating and analyzing the behavior prediction information and the real-time environmental information.

4. The method according to claim 1, characterized in that, Based on the aforementioned customer onboarding strategy, onboarding operations are performed, specifically including: The executable atomic operation sequence corresponding to the customer onboarding strategy is determined based on a preset atomic operation library; The bootstrapping operation is performed based on the executable atomic operation sequence.

5. The method according to claim 1 or 2, characterized in that, After generating the second operation guide, perform the guided operation based on the second operation guide, including: Determine the executable atomic operation sequence corresponding to the second operation guide from the preset atomic operation library; The bootstrapping operation is performed based on the executable atomic operation sequence.

6. The method according to any one of claims 1-3, characterized in that, The real-time environmental information is collected through IoT sensors; The IoT sensors include device status sensors and interaction sensors. The device status sensors are used to detect the real-time occupancy status of the device, and the interaction sensors are used to collect customer location and behavior trajectory information.

7. A business processing device, characterized in that, include: The acquisition module is used to acquire customers' real-time business needs and real-time environmental information; The processing module is used to generate a second operation guide based on the real-time business requirements and preset business process mapping rules; Upon receiving the first operation instruction, the first operation instruction and the second operation instruction are merged to generate a customer guidance strategy corresponding to the real-time business requirement; wherein, the first operation instruction is generated by analyzing the customer's historical behavior data and the real-time environmental information; The processing module is also used to perform a guidance operation based on the customer guidance strategy.

8. A system terminal, characterized in that, include: An asynchronous response module is used to acquire the customer's historical behavior data and real-time environmental information, perform correlation analysis on the customer's historical behavior data and real-time environmental information, and generate a first operation guide. The real-time response module is used to obtain the customer's real-time business needs and generate a second operation guide based on the real-time business needs and preset business process mapping rules. Upon receiving the first operation instruction, the first operation instruction and the second operation instruction are merged and processed to output the customer guidance strategy corresponding to the real-time business requirement; The onboarding operation is performed based on the customer onboarding strategy.

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

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

11. A computer program product, characterized in that, Includes a computer program that, when executed by a processor, implements the method of any one of claims 1 to 6.

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