Business guiding method, system, device and product based on guiding robot

Abstract

The invention provides a business guiding method, system, device and product based on a guiding robot, and relates to the field of artificial intelligence. The method comprises the steps that when a user needing to guide business handling is detected, corresponding business data and a target business handling window are determined based on user information and business requirements collected by a guide robot, and the business data are sent to a business system of the window; determining a first navigation path based on the user position, the real-time environment data and the position of the window; controlling the guiding robot to guide the user to the window according to the first navigation path, so that the user handles corresponding business in the window based on the business data; the guiding robot actively serves the user, so that the business guiding efficiency is improved; and uploading the generated service data to a corresponding service system to realize real-time fusion and low-delay communication of multi-system data. Through real-time network environment data, a navigation path is generated to adapt to dynamic obstacles, and accurate parking of a service handling window is realized.

Description

TECHNICAL FIELD

[0001] The present application relates to the field of artificial intelligence, and in particular to a business guidance method, system, device and product based on a guidance robot. BACKGROUND

[0002] In the bank business handling scene, the traditional manual service mode is difficult to meet the efficient, accurate and safe service demand; in the processing of basic consultation, guidance, form filling and other work, a large number of human resources are needed, resulting in high labor cost and low processing efficiency during peak period, and it is easy to cause customer complaints. In terms of safety protection, the existing monitoring system relies on manual monitoring, the identification of abnormal behavior is delayed, and the emergency disposal needs to rely on security personnel to move and cannot quickly obtain user abnormal behavior data, so that the response speed cannot meet the safety protection demand.

[0003] At present, to solve the problem of manual service mode, a robot scheme is usually adopted; the business guidance is realized based on the robot to reduce the cost of human resources; but the existing robot scheme is limited to basic functions such as voice question and answer or fixed path patrol, and has poor adaptability in dynamic environment; in addition, the robot system, the business system, the calling system and the security system of the bank are independently operated, and the data is seriously fragmented, so that the customer needs to repeat the identity authentication in different links, which makes the business guidance efficiency low and the efficient connection of service process cannot be realized.

[0004] Therefore, there is an urgent need for an efficient and highly adaptive guidance robot business guidance scheme. SUMMARY

[0005] The present application provides a business guidance method, system, device and product based on a guidance robot, to solve the technical problems of low efficiency of existing robot business guidance and poor adaptability to dynamic environment.

[0006] In a first aspect, the present application provides a business guidance method based on a guidance robot, comprising:

[0007] When detecting a user who needs to be guided to handle a business, acquiring user information of the user through a guidance robot;

[0008] Based on the user information, determining the business demand of the user; based on the business demand, determining the business data corresponding to the business demand and the target business handling window, and sending the business data to the business system corresponding to the business handling window;

[0009] Acquiring the user position of the user and the real-time environment data of the site through the guidance robot;

[0010] Determine a first navigation path based on the user location, the real-time environmental data of the network point, and the location of the target service window; control the guide robot to guide the user to the target service window according to the first navigation path, so that the user can handle the corresponding service at the target service window based on the service data.

[0011] In a possible implementation, determining the first navigation path based on the user location, the real-time environmental data of the network point, and the location of the target service window comprises:

[0012] Determine the path length based on the user location and the location of the target service window; analyze the real-time environmental data of the network point and the service data to obtain the corresponding network point pedestrian congestion degree and service urgency degree;

[0013] Generate the first navigation path based on the path length, the network point pedestrian congestion degree, the service urgency degree, and a preset path function.

[0014] In a possible implementation, determining the target service window corresponding to the service demand comprises:

[0015] Determine at least one candidate service window corresponding to the service demand and the handling state of each candidate service window based on the service demand, where the handling state is used to indicate whether the candidate service window is in a service handling state;

[0016] Determine the target service window corresponding to the service demand based on the handling state of the at least one candidate service window.

[0017] In a possible implementation, determining the target service window corresponding to the service demand based on the handling state of the at least one candidate service window comprises:

[0018] Determine whether there is a first handling state in the handling state of the at least one candidate service window, where the first handling state is used to indicate that the candidate service window is not in the service handling state;

[0019] If there is, determine the candidate service window corresponding to the first handling state as the target service window.

[0020] In a possible implementation, the method further comprises:

[0021] If it is determined that the handling state of the at least one candidate service window is not the first handling state, determine a second navigation path based on the user location, the real-time environmental data of the network point, and the location of the corresponding service handling waiting area;

[0022] Control the guide robot to guide the user to the service handling waiting area according to the second navigation path.

[0023] In one possible implementation, the method further includes:

[0024] Acquire real-time user behavior data, perform user behavior analysis on the real-time user behavior data, and obtain analysis results;

[0025] Based on the analysis results, determine whether there are users with abnormal behavior at the branch;

[0026] If a branch has users exhibiting abnormal behavior, emergency response measures will be implemented in a tiered manner based on the analysis results; and the robot will be controlled and guided to collect abnormal behavior data corresponding to the users exhibiting abnormal behavior.

[0027] In one possible implementation, determining the user's business needs based on user information includes:

[0028] The user is authenticated based on their information. Once the user's identity is successfully authenticated, the robot is guided to broadcast the first voice data and receive the user's second voice data.

[0029] Based on the second voice data, the user's business needs are determined.

[0030] Secondly, this application provides a business guidance device based on a guidance robot, comprising:

[0031] The data collection module is used to collect user information through a guidance robot when a user who needs to be guided to complete a transaction is detected.

[0032] The first processing module is used to determine the user's business needs based on user information; based on the business needs, determine the corresponding business data and the target business processing window, and send the business data to the business system corresponding to the business processing window;

[0033] The data acquisition module is also used to guide the robot to obtain the user's location and real-time environmental data of the branch.

[0034] The second processing module is used to determine the first navigation path based on the user's location, the branch's real-time environmental data, and the location of the target business processing window; and to control the guiding robot to guide the user to the target business processing window according to the first navigation path, so that the user can process the corresponding business at the target business processing window based on the business data.

[0035] In one possible implementation, the second processing module is further configured to:

[0036] The path length is determined based on the user's location and the location of the target business window; real-time environmental data and business data of the branch are analyzed to obtain the corresponding pedestrian congestion level and business urgency level of the branch.

[0037] The first navigation path is generated based on path length, pedestrian congestion at the branch, business urgency, and a preset path function.

[0038] In one possible implementation, the first processing module is further configured to:

[0039] Based on business needs, at least one candidate business processing window corresponding to the business needs and the processing status of each candidate business processing window are determined. The processing status is used to indicate whether the candidate business processing window is in the business processing status.

[0040] Based on the processing status of at least one candidate service window, determine the target service window corresponding to the service requirement.

[0041] In one possible implementation, the first processing module is further configured to:

[0042] Determine whether a first processing status exists in the processing status of at least one candidate business processing window. The first processing status is used to indicate that the candidate business processing window is not in a business processing status.

[0043] If it exists, the candidate business processing window corresponding to the first processing status will be determined as the target business processing window.

[0044] In one possible implementation, the second processing module is further configured to:

[0045] If it is determined that the processing status of at least one candidate service window is not the first processing status, then a second navigation path is determined based on the user's location, the real-time environmental data of the branch, and the location of the corresponding service waiting area.

[0046] The control and guidance robot guides the user to the service waiting area according to the second navigation path.

[0047] In one possible implementation, the second processing module is further configured to:

[0048] Acquire real-time user behavior data, perform user behavior analysis on the real-time user behavior data, and obtain analysis results;

[0049] Based on the analysis results, determine whether there are users with abnormal behavior at the branch;

[0050] If a branch has users exhibiting abnormal behavior, emergency response measures will be implemented in a tiered manner based on the analysis results; and the robot will be controlled and guided to collect abnormal behavior data corresponding to the users exhibiting abnormal behavior.

[0051] In one possible implementation, the first processing module is further configured to:

[0052] The user is authenticated based on their information. Once the user's identity is successfully authenticated, the robot is guided to broadcast the first voice data and receive the user's second voice data.

[0053] Based on the second voice data, the user's business needs are determined.

[0054] Thirdly, this application provides an electronic device, including: a processor, and a memory communicatively connected to the processor; the memory stores computer-executable instructions; the processor executes the computer-executable instructions stored in the memory to implement the aforementioned method.

[0055] Fourthly, this application provides a computer-readable storage medium storing computer-executable instructions, which, when executed by a processor, are used to implement the aforementioned method.

[0056] Fifthly, 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.

[0057] This application provides a business guidance method, system, device, and product based on a guided robot. The method, upon detecting a user requiring guidance, collects the user's information via a guided robot; determines the user's business needs based on the user information; determines the corresponding business data and target service window based on the business needs, and sends the business data to the corresponding business system; obtains the user's location and real-time branch environment data via the guided robot; determines a first navigation path based on the user's location, the branch's real-time environment data, and the location of the target service window; and controls the guided robot to guide the user to the target service window according to the first navigation path, enabling the user to conduct the corresponding business at the target service window based on the business data. This method improves business guidance efficiency by proactively serving users when guidance is detected via a guided robot; simultaneously, it uploads the generated business data to the corresponding business system, achieving real-time data fusion and low-latency communication across multiple systems, supporting closed-loop business processes, and reducing repetitive operations; furthermore, it collects real-time branch environment data to generate navigation paths that adapt to dynamic obstacles, reducing collision risks and achieving precise stopping at service windows. Attached Figure Description

[0058] 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.

[0059] Figure 1A schematic diagram illustrating a business guidance method based on a guided robot provided in this application;

[0060] Figure 2 An interactive schematic diagram of a business guidance method based on a guided robot provided in this application;

[0061] Figure 3 A flowchart illustrating a business guidance method based on a guided robot provided in this application;

[0062] Figure 4 A schematic diagram of a business guidance device based on a guide robot provided in this application;

[0063] Figure 5 This is a schematic diagram of the structure of an electronic device provided in this application.

[0064] 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

[0065] 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.

[0066] 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.

[0067] 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.

[0068] It should be noted that the business guidance method, system, device and product based on the guide robot provided in this application can be used in the field of artificial intelligence, or in any field other than artificial intelligence. The application field of the business guidance method, system, device and product based on the guide robot in this application is not limited.

[0069] In banking transactions, traditional manual service models struggle to meet the demands for efficient, accurate, and secure services. Handling basic inquiries, guidance, and form completion relies heavily on manpower, leading to high labor costs, low efficiency during peak periods, and a high likelihood of customer complaints. Regarding security, existing monitoring systems depend on manual surveillance, resulting in high delays in identifying abnormal behavior. Furthermore, emergency response requires the movement of security personnel and cannot quickly obtain data on abnormal user behavior, leaving the response time far from meeting security requirements.

[0070] Currently, robot solutions are widely used to address the issues of manual service models. These robots provide business guidance and reduce human resource costs. However, existing robot solutions are mostly limited to basic functions such as voice Q&A or fixed-route patrols, unable to deeply participate in core business processes. Key steps such as document verification and form pre-screening still require human intervention. Furthermore, poor adaptability to dynamic environments is a major obstacle in practical applications. Frequent occurrences of sudden changes in bank branch foot traffic and temporary obstacles cause traditional path planning algorithms to fail frequently. In addition, robot systems operate independently from the bank's business systems, queuing systems, and security systems, resulting in severe data fragmentation. This forces users to repeatedly authenticate their identities at different stages, increasing time costs and failing to achieve efficient service process integration.

[0071] Therefore, there is an urgent need for a highly efficient and adaptable business guidance solution using guided robots.

[0072] This application provides a business guidance method based on a guidance robot. When a user requiring guidance is detected, the method collects the user's information via a guidance robot; based on the user information, it determines the user's business needs; based on the business needs, it determines the corresponding business data and the target business processing window, and sends the business data to the business system corresponding to the business processing window; the guidance robot obtains the user's location and real-time branch environment data; based on the user's location, the branch's real-time environment data, and the location of the target business processing window, it determines a first navigation path; and it controls the guidance robot to guide the user to the target business processing window according to the first navigation path, enabling the user to process the corresponding business at the target business processing window based on the business data. This method improves business guidance efficiency by proactively serving users when a user requiring guidance is detected; simultaneously, it uploads the business data generated during user guidance to the corresponding business system, achieving real-time data fusion and low-latency communication across multiple systems, supporting closed-loop business processes, and reducing repetitive operations; furthermore, it collects real-time branch environment data to generate navigation paths that adapt to dynamic obstacles, reducing collision risks and achieving precise stopping at business processing windows.

[0073] 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.

[0074] Figure 1 A scenario illustration of a business guidance method based on a guided robot provided in this application, such as... Figure 1 As shown, it is applied to the guidance server 100, which is used to communicate with multiple business systems 300 corresponding to multiple businesses, and the guidance server 100 is used to control multiple guidance robots 200 to guide users.

[0075] The guidance server 100, the business system 300 and the guidance robot 200 are connected by communication.

[0076] When a user is detected who needs guidance to complete a transaction, the guidance server 100 sends a command to the guidance robot 200 to actively provide guidance services to the user; and uploads the generated business data to the business system 300.

[0077] After the robot guides the user to complete the generation of business data, it guides the user to the corresponding target business processing window according to the first navigation path, so that the user can process the corresponding business based on the business data.

[0078] Understandably, this application uses a guidance server to control a guidance robot to proactively provide guidance services to users and improve the efficiency of business guidance. At the same time, it uploads the business data generated by guiding users to the corresponding business system, realizing real-time data fusion and low-latency communication across multiple systems, supporting closed-loop business processes, and reducing repetitive operations.

[0079] Specifically, the system establishes a unified business scheduling and security linkage between the guidance server, guidance robot, and business systems through the Robot Operating System (ROS) middleware. This enables real-time data fusion and low-latency communication across multiple systems, supports closed-loop business processes, and reduces repetitive operations. The system comprises a hardware execution layer, an application layer, and a ROS middleware layer. The application layer enables business scheduling and security linkage, the ROS middleware layer enables multi-system communication and data fusion, and the hardware execution layer controls the guidance robot.

[0080] The guiding robot employs an omnidirectional wheel assembly and is equipped with a brushless motor, enabling right-angle translation with an accuracy of ±2cm and adaptability to narrow aisles with counter widths ≥80cm. It also features a multi-source fusion positioning module, including anchor point positioning and an inertial navigation unit, allowing for precise docking at service windows. Furthermore, the robot's height-adjustable robotic arm has a travel range of 70-120cm, accommodating information collection from both seated and standing customers.

[0081] Figure 2 This is an interactive diagram illustrating a business guidance method based on a guided robot, as provided in this application. Figure 2 As shown, the business guidance method based on a guided robot provided in this application includes:

[0082] S201. Receive the boot instructions sent by the boot server.

[0083] When a user requiring guidance is detected at a branch, a guidance command is sent to the guidance robot to move it to the user's location.

[0084] S202. Collect user information.

[0085] S203. Send the collected user information to the boot server.

[0086] After receiving guidance instructions, the guide robot moves to the user's location and collects the user's information. Specifically, the collected information may include the user's identity information, fingerprint information, etc. For example, the guide robot announces to the user, "Hello, please show your identity card for pre-registration," and then scans the identity card to collect the user's information.

[0087] S204. Based on user information, determine the user's business needs; based on the business needs, determine the corresponding business data and the target business processing window. In one possible implementation, the user's identity is authenticated based on user information; if the user's identity authentication is successful, the robot is guided to broadcast the first voice data and receive the user's second voice data.

[0088] Based on the second voice data, the user's business needs are determined.

[0089] Based on the collected user information, the user's identity is authenticated. Specifically, the collected user identity information is uploaded to the identity authentication system for authentication. If the identity authentication is successful, a guided robot will broadcast a voice message to the user, "Hello, what kind of business would you like to conduct?" The user will input voice data into the guided robot, "I would like to apply for a bank card." Based on the user's voice input, it is determined that the user needs to "apply for a bank card." Then, a bank card application pre-fill form is generated, and the customer is guided to fill out the pre-fill form.

[0090] This step guides users to fill out a pre-filled business form, thereby reducing the time users spend at the business processing window and improving business processing efficiency.

[0091] In one possible implementation, the target service window corresponding to the business demand is determined, and the specific process is as follows:

[0092] Based on business needs, at least one candidate business processing window corresponding to the business needs and the processing status of each candidate business processing window are determined. The processing status is used to indicate whether the candidate business processing window is in the business processing status.

[0093] Based on the processing status of at least one candidate service window, determine the target service window corresponding to the service requirement.

[0094] Specifically, if a user's business requirement is "to apply for a bank card", then the system determines the windows in the bank branch that can process bank card applications and the processing status of each window. For example, if there are three candidate windows in the bank branch that can process bank card applications, namely "Window 1, Window 2, and Window 3", then the system obtains the processing status of each window and determines the target window for processing the bank card application based on the processing status of each window.

[0095] This step determines the target service window by obtaining the corresponding service window and its processing status. This avoids guiding users to service windows with too many people in line, resulting in long waiting times and user complaints. At the same time, filtering service windows based on the corresponding window information and processing status can distribute the number of users at each window and improve service processing efficiency.

[0096] In one possible implementation, the target service window corresponding to the service requirement is determined based on the processing status of at least one candidate service window. The specific process is as follows:

[0097] Determine whether a first processing status exists in the processing status of at least one candidate business processing window. The first processing status is used to indicate that the candidate business processing window is not in a business processing status.

[0098] If it exists, the candidate business processing window corresponding to the first processing status will be determined as the target business processing window.

[0099] Based on the previous example, three candidate service windows are obtained. If at least one of the three candidate service windows is not in a service processing state, then that candidate service window is selected as the target service window. If two or three candidate service windows are not in a service processing state, then the candidate service window closest to the user is selected as the target service window.

[0100] For example, the processing status of each candidate service window is as follows: "Service window 1 is in service processing status, and there are currently 5 people waiting in line to process their business; Service window 2 is in service processing status, and there is currently 1 person waiting in line to process their business; Service window 3 is currently idle." Therefore, service window 3 is selected as the target service window.

[0101] S205. Send business data to the business system corresponding to the business processing window. Specifically, send the pre-filled form data to the business system corresponding to business processing window 3; when users process business at business processing window 3, they do not need to perform identity authentication or fill in business requirements again, thus improving business processing efficiency.

[0102] S206. Receive user location and real-time environmental data of the branch collected by the guiding robot, and determine the first navigation path based on the user location, the real-time environmental data of the branch, and the location of the target business processing window.

[0103] After identifying the target service window, the robot is guided to collect the user's location data and the branch's real-time environmental data. For example, if the user is currently at the information desk, the robot collects the user's location data at the information desk, as well as the branch's real-time environmental data. Based on the user's location, the branch's real-time environmental data, and the location of the target service window, a first navigation path is determined.

[0104] In one possible implementation, the first navigation path is determined based on the user's location, real-time environmental data of the branch, and the location of the target service window. The specific process is as follows:

[0105] Based on the user's location and the location of the target service window, the path length is determined; real-time environmental data and business data of the branch are analyzed to obtain the corresponding pedestrian congestion level and business urgency level of the branch.

[0106] The first navigation path is generated based on path length, pedestrian congestion at the branch, business urgency, and a preset path function.

[0107] The preset path function is: Path Score = α·Path Length + β·Pedestrian Congestion Level + γ·Business Urgency Level; where α, β, and γ are scheduling parameters that can be set according to requirements, for example, α=0.3, β=0.2, and γ=0.5 respectively. Pedestrian congestion level: 1-5 points, where 1=relaxed and 5=severely congested; Business urgency level: 1-10 points, where 1=low urgency and 10=extremely high urgency.

[0108] Specifically, referring to the previous example, the user is at the front desk information desk, and the target service window is service window 3. Based on the location of the front desk information desk and the location of service window 3, there are two paths from the front desk information desk to service window 3. Specifically, the data corresponding to path 1 is: path length 5m; analysis of the acquired real-time environmental data of the branch gives a pedestrian congestion score of 3; analysis of the service data gives a service urgency score of 4. The data corresponding to path 2 is: path length 6m; analysis of the acquired real-time environmental data of the branch gives a pedestrian congestion score of 1; analysis of the service data gives a service urgency score of 4. Based on the preset path function, the path scores for path 1 and path 2 are calculated as follows: path 1 = 4.1, path 2 = 4; therefore, path 1 is selected as the first navigation path.

[0109] S207, Send the first navigation path.

[0110] S208. Guide the user to the target service window according to the first navigation path.

[0111] Specifically, during the process of guiding the robot to the target service window based on the first navigation path, real-time environmental data is collected to update the first guidance path in real time, so as to avoid malfunctions when encountering obstacles and failing to accurately guide the user to the service window.

[0112] This embodiment provides a business guidance method based on a guiding robot. When a user requiring guidance is detected, the method collects the user's information via a guiding robot; based on the user information, it determines the user's business needs; based on the business needs, it determines the corresponding business data and the target business processing window, and sends the business data to the business system corresponding to the business processing window; the guiding robot obtains the user's location and real-time branch environment data; based on the user's location, the branch's real-time environment data, and the location of the target business processing window, it determines a first navigation path; and it controls the guiding robot to guide the user to the target business processing window according to the first navigation path, enabling the user to process the corresponding business at the target business processing window based on the business data. This method improves business guidance efficiency by proactively serving users when a user requiring guidance is detected; simultaneously, it uploads the business data generated during user guidance to the corresponding business system, achieving real-time data fusion and low-latency communication across multiple systems, supporting closed-loop business processes, and reducing repetitive operations; furthermore, it collects real-time branch environment data to generate navigation paths that adapt to dynamic obstacles, reducing collision risks and achieving precise stopping at business processing windows.

[0113] In one possible implementation, the method further includes:

[0114] If it is determined that the processing status of at least one candidate service window is not the first processing status, then a second navigation path is determined based on the user's location, the real-time environmental data of the branch, and the location of the corresponding service waiting area.

[0115] The control and guidance robot guides the user to the service waiting area according to the second navigation path.

[0116] Based on the above example, if all three candidate service windows are in the service processing state, the user will be guided to the waiting area, and the window with the fewest people in the current service processing queue will be selected as the target service window.

[0117] Specifically, "Service window 1 is currently in service status, with 5 people waiting in line; service window 2 is currently in service status, with 1 person waiting in line; service window 3 is currently in service status, with 2 people waiting in line." Therefore, service window 2 is selected as the target service window. Based on the user's location, real-time branch environment data, and the location of the corresponding service waiting area, a second navigation path is determined. The guiding robot is then controlled to follow this second navigation path to guide the user to the service waiting area. The user waits in the service waiting area until their number is called at service window 2 to process their service.

[0118] This step reduces user waiting time and improves user satisfaction by filtering service windows with shorter queues and guiding users to the corresponding waiting areas.

[0119] Figure 3 A flowchart illustrating a business guidance method based on a guided robot, as provided in this application, is shown below. Figure 3 As shown, the method also includes:

[0120] S301. Obtain real-time user behavior data, perform user behavior analysis on the real-time user behavior data, and obtain analysis results;

[0121] The guidance server also communicates with the security system, collects and analyzes user behavior data in real time through the guidance robot, and uploads the analysis results to the security system so that the security system can trigger different levels of emergency response based on different levels of abnormal situations.

[0122] For example, if the guidance robot 2 does not receive a guidance instruction in the current bank branch, a patrol instruction is sent to the guidance robot 2 to control the guidance robot 2 to collect real-time user behavior data, such as user body temperature data, user limb behavior data, and user voice volume data; the collected data is then analyzed to obtain the analysis results.

[0123] For example, in a current bank branch, there are users A, B, and C. Data on each user's body temperature, physical behavior, and noise level are collected and analyzed. The results are as follows: User A: "Body temperature 37.3℃, physical conflict with user B, noise level 80 decibels"; User B: "Body temperature 37℃, physical conflict with user A, noise level 85 decibels"; User C: "Body temperature 36.5℃, no physical conflict, noise level 20 decibels".

[0124] S302. Based on the analysis results, determine whether there are users with abnormal behavior at the branch;

[0125] Specifically, a body temperature ≥37℃ indicates abnormal user behavior; a noise level exceeding 75 decibels also indicates abnormal user behavior. Based on the analysis results, the following users at the current branch exhibit abnormal behavior: User A and User B.

[0126] S303. If there are users with abnormal behavior at the branch, emergency response measures shall be implemented in a tiered manner based on the analysis results; and the robot shall be controlled and guided to collect abnormal behavior data corresponding to the users with abnormal behavior.

[0127] The emergency response measures can be set according to needs; for example, three levels of emergency response measures can be set. For example, "Level 1: Guide robot voice warning, Level 2: Trigger the branch's sound and light alarm, Level 3: Push the location of users with abnormal behavior to security personnel."

[0128] Specifically, for example, if user A's voice volume exceeds 75 decibels, it is determined that user A is engaging in abnormal behavior of loud noise, and the first-level emergency response is initiated, guiding the robot to issue a voice warning, "Hello, please lower your voice." If user A is detected damaging the facility's facilities, the second-level emergency response is triggered, activating the facility's audible and visual alarms. If a physical altercation is detected between users A, B, and C, the third-level emergency response is initiated, sending the users' locations to security personnel so that they can maintain on-site safety and mediate the conflict. Furthermore, while responding to any level of emergency response, the robot is controlled to collect data on abnormal user behavior for record-keeping.

[0129] By controlling and guiding robots to patrol network points, the speed of abnormal event identification and response, as well as the accuracy and real-time nature of evidence collection, can be improved.

[0130] Figure 4 A schematic diagram of a business guidance device based on a guided robot provided in this application is shown below. Figure 4 As shown, the business guidance device 400 based on a guided robot provided in this application includes:

[0131] The data collection module 401 is used to collect user information through a guidance robot when a user who needs to be guided to handle business is detected.

[0132] The first processing module 402 is used to determine the user's business needs based on user information; determine the business data corresponding to the business needs and the target business processing window based on the business needs; and send the business data to the business system corresponding to the business processing window.

[0133] The data acquisition module 401 is also used to obtain the user's location and real-time environmental data of the branch by guiding the robot;

[0134] The second processing module 403 is used to determine a first navigation path based on the user's location, real-time environmental data of the branch, and the location of the target business processing window; and to control the guiding robot to guide the user to the target business processing window according to the first navigation path, so that the user can process the corresponding business at the target business processing window based on the business data.

[0135] In one possible implementation, the second processing module 403 is further configured to:

[0136] The path length is determined based on the user's location and the location of the target business window; real-time environmental data and business data of the branch are analyzed to obtain the corresponding pedestrian congestion level and business urgency level of the branch.

[0137] The first navigation path is generated based on path length, pedestrian congestion at the branch, business urgency, and a preset path function.

[0138] In one possible implementation, the first processing module 402 is further configured to:

[0139] Based on business needs, at least one candidate business processing window corresponding to the business needs and the processing status of each candidate business processing window are determined. The processing status is used to indicate whether the candidate business processing window is in the business processing status.

[0140] Based on the processing status of at least one candidate service window, determine the target service window corresponding to the service requirement.

[0141] In one possible implementation, the first processing module 402 is further configured to:

[0142] Determine whether a first processing status exists in the processing status of at least one candidate business processing window. The first processing status is used to indicate that the candidate business processing window is not in a business processing status.

[0143] If it exists, the candidate business processing window corresponding to the first processing status will be determined as the target business processing window.

[0144] In one possible implementation, the second processing module 403 is further configured to:

[0145] If it is determined that the processing status of at least one candidate service window is not the first processing status, then a second navigation path is determined based on the user's location, the real-time environmental data of the branch, and the location of the corresponding service waiting area.

[0146] The control and guidance robot guides the user to the service waiting area according to the second navigation path.

[0147] In one possible implementation, the second processing module 403 is further configured to:

[0148] Acquire real-time user behavior data, perform user behavior analysis on the real-time user behavior data, and obtain analysis results;

[0149] Based on the analysis results, determine whether there are users with abnormal behavior at the branch;

[0150] If a branch has users exhibiting abnormal behavior, emergency response measures will be implemented in a tiered manner based on the analysis results; and the robot will be controlled and guided to collect abnormal behavior data corresponding to the users exhibiting abnormal behavior.

[0151] In one possible implementation, the first processing module 402 is further configured to:

[0152] The user is authenticated based on their information. Once the user's identity is successfully authenticated, the robot is guided to broadcast the first voice data and receive the user's second voice data.

[0153] Based on the second voice data, the user's business needs are determined.

[0154] The business guidance device based on the guide robot 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.

[0155] Figure 5 This is a schematic diagram of the structure of an electronic device provided in this application. Figure 5 As shown, the electronic device 50 provided in this embodiment includes at least one processor 501 and a memory 502. Optionally, the device 50 further includes a communication component 503. The processor 501, memory 502, and communication component 503 are connected via a bus 504.

[0156] In a specific implementation, at least one processor 501 executes computer execution instructions stored in memory 502, causing at least one processor 501 to perform the above-described method.

[0157] The specific implementation process of processor 501 can be found in the above method embodiments, and its implementation principle and technical effect are similar. It will not be repeated here.

[0158] This application also provides a computer-readable storage medium storing computer-executable instructions, which, when executed by a processor, implement the above-described method; its implementation principle and technical effect are similar and will not be described in detail here.

[0159] This application also provides a computer program product, including a computer program that, when executed by a processor, implements the technical solution of the above method embodiments. Its implementation principle and technical effects are similar, and will not be repeated here.

[0160] 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.

[0161] 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.

[0162] 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.

[0163] 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.

[0164] 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.

[0165] 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.

[0166] 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.

[0167] 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.

[0168] 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 guidance method based on a guided robot, characterized in that, The method includes: When a user is detected who needs guidance to complete a transaction, the user's information is collected through a guidance robot. Based on the user information, determine the user's business needs; based on the business needs, determine the corresponding business data and target business processing window, and send the business data to the business system corresponding to the business processing window; The guide robot is used to obtain the user's location and the real-time environmental data of the branch. Based on the user's location, the branch's real-time environmental data, and the location of the target service window, a first navigation path is determined; the guiding robot is controlled to follow the first navigation path to guide the user to the target service window, so that the user can handle the corresponding business at the target service window based on the business data.

2. The method according to claim 1, characterized in that, The step of determining the first navigation path based on the user's location, the branch's real-time environmental data, and the location of the target service window includes: Based on the user's location and the location of the target service window, the path length is determined; the real-time environmental data of the branch and the service data are analyzed to obtain the corresponding pedestrian congestion level and service urgency level of the branch; The first navigation path is generated based on the path length, pedestrian congestion at the branch, business urgency, and a preset path function.

3. The method according to claim 1, characterized in that, The process of determining the target service window corresponding to the business requirement includes: Based on the business requirements, at least one candidate business processing window corresponding to the business requirements and the processing status of each candidate business processing window are determined. The processing status is used to indicate whether the candidate business processing window is in the business processing status. Based on the processing status of at least one of the candidate service processing windows, the target service processing window corresponding to the service requirement is determined.

4. The method according to claim 3, characterized in that, Determining the target service window corresponding to the service requirement based on the processing status of at least one of the candidate service windows includes: Determine whether a first processing status exists in the processing status of at least one of the candidate business processing windows, wherein the first processing status is used to indicate that the candidate business processing window is not in a business processing status; If it exists, the candidate business processing window corresponding to the first processing status will be determined as the target business processing window.

5. The method according to claim 4, characterized in that, The method further includes: If it is determined that the processing status of at least one of the candidate service windows is not the first processing status, then a second navigation path is determined based on the user's location, the real-time environmental data of the branch, and the location of the corresponding service waiting area. The guide robot is controlled to guide the user to the service waiting area according to the second navigation path.

6. The method according to claim 1, characterized in that, The method further includes: Acquire real-time user behavior data, perform user behavior analysis on the real-time user behavior data, and obtain analysis results; Based on the analysis results, it can be determined whether there are users with abnormal behavior at the branch. If a user exhibits abnormal behavior at a branch, emergency response measures will be implemented in a tiered manner based on the analysis results; and the guiding robot will be controlled to collect abnormal behavior data corresponding to the user exhibiting abnormal behavior.

7. The method according to claim 1, characterized in that, The process of determining the user's business needs based on the user information includes: Based on the user information, the user's identity is authenticated. If the user's identity authentication is successful, the guide robot broadcasts the first voice data and receives the user's second voice data. Based on the second voice data, the user's business needs are determined.

8. A business guidance device based on a guided robot, characterized in that, include: The data collection module is used to collect user information of a user who needs to be guided to conduct business through a guidance robot when a user is detected. The first processing module is used to determine the user's business needs based on the user information; determine the business data corresponding to the business needs and the target business processing window based on the business needs; and send the business data to the business system corresponding to the business processing window. The data acquisition module is also used to acquire the user's location and real-time environmental data of the branch through the guide robot; The second processing module is used to determine a first navigation path based on the user's location, the branch's real-time environmental data, and the location of the target business processing window; and to control the guiding robot to guide the user to the target business processing window according to the first navigation path, so that the user can process the corresponding business at the target business processing window based on the business data.

9. 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 7.

10. 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 7.

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