CN102394915B - System and method for providing guide service of self-service terminal - Google Patents
System and method for providing guide service of self-service terminal Download PDFInfo
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Abstract
The invention discloses a system and a method for providing a guide service of a self-service terminal. The system comprises a self-service terminal, a guide switching server, and a customer service terminal. The self-service terminal is composed of a function switching monitoring module, a timing module, an information collection module, and a self-service terminal information transceiver module. The guide switching server consists of an interaction module and a determination module. And the customer service terminal includes an information receiving module, a display information generation module, a customer service information input module, and an information sending module. According to the system provided in the invention, operation situations of clients can be automatically collected; a user that most needs operation guidance is determined; demonstration operation is carried out on a client operation interface; and on-line guidance and assistance are carried out on the client tocarry out various client operations.
Description
Technical Field
The invention relates to a guide service technology of a self-service terminal, in particular to a system and a method for providing guide service of the self-service terminal.
Background
Currently, various service organizations widely provide various self-service terminal devices to customers. Taking a banking institution as an example, a self-service terminal such as an ATM teller machine, a bank outlet, or the like is provided for a customer. But the customers have varying levels of operational proficiency with various self-service devices. Many customers are required to be guided by others without being skilled in operation, especially when just touching some kind of automatic service terminal. However, in practice, if these self-service terminals are not located at the enterprise site, the user can only learn the operation of the self-service terminal through the operation manual of the self-service terminal system. More vividly, it may be possible to provide some animation demonstration to the user explaining the operation method of the self-service terminal system. However, many of these operation manuals or animation demonstrations are long and cumbersome or only describe some common situations. The situations encountered in the actual operation of the user can not be solved in time by means of the manuals or the operation demonstration.
The user operation is difficult, and usually dials the call center of the enterprise to contact the enterprise customer service to obtain the guidance of voice or short messages, but the service mode needs the user to describe the condition of the current operation interface. Many times, the description of the operation process and the operation interface varies from client to client, and the customer service staff needs to guess the actual situation of the client by personal imagination so as to guide the client to operate. And once a customer service staff is trapped in the operation process service process for a certain customer, much time is forced to be spent on the description and communication of the problems, so that the actual service efficiency is not high, and the service experience of a user is influenced.
If the self-service terminal equipment is placed at an enterprise network, network personnel can patrol clients needing service on site and can give guidance to the clients needing service in time. However, this usually only guides the operation of one customer, and once multiple customers seek help at the site, the site service personnel will run to and from different customers, and if it is necessary to improve the efficiency of the site response customers, more site personnel will be required to guide the customer. But this increases the cost of labor spent by the enterprise.
The various conditions show that the operation efficiency of the user on the self-service terminal is reduced due to the fact that the user is not familiar with the operation of the self-service terminal or abnormal conditions occur in the operation, the user possibly occupies the self-service terminal for a long time, the use of other users on the self-service terminal is influenced, and the use efficiency of the self-service terminal is reduced.
Disclosure of Invention
The invention also discloses a self-service terminal guide service providing system, which comprises: the system comprises a self-service terminal, a guide switching server and a customer service terminal, wherein the self-service terminal and the guide switching server are connected with the customer service terminal; wherein,
the self-service terminal comprises:
the function switching monitoring module is used for monitoring whether a user performs service function unit switching on the self-service terminal;
the timing module is used for timing the operation time of the service function unit after the user is switched after the service function unit switching of the user is determined;
the information acquisition module is used for acquiring the identification information of the switched service function unit and the operation information of the switched service function unit of the user, wherein the operation time of the switched function unit of the user is longer than the preset time;
the self-service terminal information transceiving module is used for sending the identification information of the switched service function unit acquired by the information acquisition module and the operation information of the service function unit switched by the user to the guide switching server;
the boot switching server includes:
the interaction module is used for receiving the identification information of the switched service function unit sent by the self-service terminal information transceiver module and the operation information of the service function unit switched by the user;
the judging module is used for judging whether the user is a target user needing the guide service according to the functional unit identification information and the operation information of the user and sending the switched functional unit identification information and the operation information of the target user needing the guide service to the customer service terminal through the interaction module;
the customer service terminal comprises:
the information receiving module is used for receiving the identification information and the operation information of the switched functional unit of the target user, which are sent by the guide switching server;
the display information generating module is used for generating customer service terminal display information synchronous with the self-service terminal according to the identification information and the user operation information of the switched functional unit of the target user;
the customer service information input module is used for receiving customer service information input by customer service personnel according to the display information of the customer service terminal;
and the information sending module is used for sending the input customer service information to the self-service terminal through the guide switching server.
Meanwhile, the embodiment of the invention provides a method for providing the guide service of the self-service terminal, which is characterized by comprising the following steps:
monitoring whether a user performs service function unit switching at the self-service terminal;
after determining that the user performs the service function unit switching, timing the operation time of the service function unit after the user performs the switching;
determining that the operation time of the functional unit after the user is switched is longer than the preset time, and acquiring the identification information of the switched service functional unit and the operation information of the service functional unit after the user is switched;
judging whether the user is a target user needing the guide service according to the functional unit identification information and the operation information of the user, and sending the switched functional unit identification information and the operation information of the target user needing the guide service to a customer service terminal;
generating customer service terminal display information synchronous with the user at the self-service terminal according to the identification information and the user operation information of the switched functional unit of the target user;
receiving customer service information input by customer service personnel according to the display information of the customer service terminal;
and sending the customer service information input by the customer service staff to the self-service terminal.
In order to make the aforementioned and other objects, features and advantages of the invention comprehensible, preferred embodiments accompanied with figures are described in detail below.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to these drawings without creative efforts.
FIG. 1 is a flow chart of a method for providing self-service terminal guidance service disclosed by the present invention;
FIG. 2 is a schematic diagram of a self-service terminal guidance service providing system disclosed in the present invention;
FIG. 3 is a block diagram of a self-service terminal according to an embodiment of the present invention;
FIG. 4 is a block diagram of a bootstrap switching server in an embodiment of the present invention;
FIG. 5 is a block diagram of a customer service terminal according to an embodiment of the present invention;
FIG. 6 is a schematic diagram of another embodiment of a self-service terminal guidance service providing system according to the present disclosure;
FIG. 7 is a block diagram of a self-service terminal guidance service providing system according to the present disclosure;
FIG. 8 is a flow chart of an embodiment of the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
The invention discloses a self-service terminal guide service providing method, as shown in figure 1, the self-service terminal guide service providing method disclosed by the invention comprises the following steps: step S101, monitoring whether a user performs service function unit switching on the self-service terminal; if yes, executing step S102, and timing the operation time of the service function unit after the user is switched; step S103, judging whether the operation time of the functional unit switched by the user is greater than the preset time; if yes, executing step S104, collecting the identification information of the switched service function unit and the operation information of the service function unit switched by the user; step S105, judging whether the user is a target user needing the guide service according to the functional unit identification information and the operation information of the user; if yes, executing step S106, and sending the switched functional unit identification information and operation information of the target user needing the guidance service to the customer service terminal; if yes, executing step S107, and generating customer service terminal display information synchronized with the user at the self-service terminal according to the identification information and the user operation information of the switched functional unit of the target user; step S108, receiving customer service information input by customer service personnel according to the display information of the customer service terminal; step S109, the customer service information input by the customer service staff is sent to the self-service terminal.
The operation information of the user in the present invention includes: the ID of the user, the input information of the service function unit after the user is switched and the time information of the user using the self-service terminal. The embodiment of the invention reads the stored historical information corresponding to the user from the bank server according to the user ID in the operation information, wherein the historical information comprises: and calculating the customer service index of the user according to the time information of the self-service terminal used by the user and the historical information according to a pre-stored algorithm. In the embodiment of the invention, the customer service index of the customer can be calculated according to the following algorithm:
setting the preset user use time of a certain function as T1;
setting the operation complexity index of the function as S;
setting the average time T2 of using the function by all users within the expected time;
setting the number of times that the user uses the function in the past as N times, and if the user does not use the function, setting N to 0;
setting the time interval of last use of the function by the user as L, and if the user uses the function for the first time, setting the L as a 5;
setting the number of the functions of the self-service terminal used by the user as P, and if the user does not use the self-service terminal, setting P as 0;
the user' S immediate customer service index is X ═ (S × (T1+ T2) × 1+ L × 2)/(N × a3+ P × a4), where a1, a2, a3, a4, a5 are preset weighted indices.
For example, for two users, a and b, using a joint account query function, the instant customer service index is calculated as follows:
the use time of the preset user of the joint account inquiry function is set to 30 seconds, namely, T1 is set to 30.
The average operating time of all users using the joint account inquiry function for 30 seconds is 20 seconds, i.e. T2 is 20.
The complexity index of this function is 10. Namely: s is 10;
setting a weighting index: a1, 10 a2, 100 a3, 10 a4, 5 a5, 10;
from the above calculations, it can be known that: the customer B sends a customer service guide request comprising the operation information and input information of the customer B to the customer service terminal, and the customer service terminal generates guide service information according to the customer service guide request, specifically, sends prompt information whether to receive guide service to the self-service terminal of the customer B according to the received instant customer service request; when the user B selects to receive the guide service, the customer service terminal constructs a current service function unit interface according to the identification of the current service function unit in the operation information; and generating guide service information according to the received input information and the constructed current business function unit interface.
Meanwhile, the invention also discloses a self-service terminal guide service providing system, which comprises: the system comprises a self-service terminal, a guide switching server and a customer service terminal, wherein the self-service terminal and the guide switching server are connected with the customer service terminal; self-service terminal includes: the function switching monitoring module is used for monitoring whether the user performs service function unit switching at the self-service terminal; the timing module is used for timing the operation time of the service function unit after the switching of the service function unit by the user is determined; the information acquisition module is used for acquiring the identification information of the switched service function unit and the operation information of the switched service function unit by the user, wherein the operation time of the switched function unit by the user is longer than the preset time; and the self-service terminal information transceiving module is used for sending the identification information of the switched service function unit acquired by the information acquisition module and the operation information of the service function unit switched by the user to the guide switching server.
The boot switching server includes: the interaction module is used for receiving the identification information of the switched service function unit sent by the self-service terminal information receiving and sending module and the operation information of the service function unit of the user after switching; and the judging module is used for judging whether the user is a target user needing the guide service according to the functional unit identification information and the user operation information, and sending the switched functional unit identification information and the switched operation information of the target user needing the guide service to the customer service terminal through the interaction module.
The customer service terminal comprises: the information receiving module is used for receiving the identification information and the operation information of the switched functional unit of the target user, which are sent by the guide switching server; the display information generating module is used for generating customer service terminal display information synchronous with the self-service terminal according to the identification information of the functional unit switched by the target user and the user operation information; the customer service information input module is used for receiving customer service information input by customer service personnel according to the display information of the customer service terminal; and the information sending module is used for sending the input customer service information to the self-service terminal through the guide switching server.
The following describes the present invention in further detail with reference to an embodiment of a guidance service providing system of a self-service terminal, and as shown in fig. 2, the guidance service providing system of the present embodiment includes: the system comprises a self-service terminal 101, a guidance service switching server 102, a customer service terminal 103 and a bank server 104, wherein the self-service terminal 101, the customer service terminal 103 and the server 104 are all connected to the guidance service switching server 102, and the customer service terminal 103 is also connected with the server 104 in the embodiment.
As shown in fig. 3, the self-service terminal 101 of the present invention includes:
the system comprises a function switching monitoring module 201, a timing module 202, an information acquisition module 203 and a self-service terminal information transceiving module 204.
As shown in fig. 4, the boot switching server 102 includes: the interactive module 301, the judging module 302 and the client information reading module 303, the client information reading module 303 reads the history information of the business function unit used by the user after switching from the bank server 104 according to the identification information of the single function after switching by the user and the user ID.
As shown in fig. 5, the customer service terminal 103 of the present invention includes: an information receiving module 401, a display information generating module 402, a customer service information input module 403, and an information transmitting module 404. The self-service terminal disclosed in the invention can be a self-service terminal device of a bank, such as an ATM (automatic teller machine) and the like, and meanwhile, the guiding service device and the customer service terminal in the invention can be realized by a PC (personal computer), in the embodiment, the function of an information acquisition module of the self-service terminal can be realized by a CPU of the self-service terminal, the function of a judgment module of a guiding switching server can be realized by the CPU of the PC which is used as the guiding switching server, the function of an interaction module can be realized by an I/O (input/output) port of the PC which is used as the guiding switching server, the function of a display information generation module of the customer service terminal can be realized by the CPU of the PC which is used as the customer service terminal, and the customer service information input module can be realized by peripheral equipment of the PC which is used. The technical scheme of the embodiment of the invention is further described in detail in combination with the specific application of the system in the bank system.
In the embodiment shown in fig. 2, only one self-service terminal is shown, in practical application, one guidance switching server may provide services for multiple self-service terminals at the same time, as shown in fig. 6, the guidance switching server includes multiple self-service terminals 101, in this embodiment, in the process that a user performs self-service services through a remote self-service terminal, a service party may actively intervene according to the operation condition of the user, and perform online instant guidance and assist the user operation, and at the same time, a guidance service that performs online self-service operations on multiple different users at the same time may be implemented by using the guidance service providing device in this embodiment, and the following describes in detail an embodiment of the present invention with reference to the system structure block diagram shown in fig. 8.
In the system shown in fig. 7, the system includes a self-service terminal 81, a guidance switching server 82 and a customer service terminal 83, and the guidance switching server 82 and the customer service terminal 83 in this embodiment are both connected to a bank server so as to obtain business data support services.
The self-service terminal 81 is a terminal operated by a user and is responsible for completing the interactive operation between the user and the system for switching the self-service terminal guide service provided by the invention. The self-service terminal 81 in this embodiment includes: self-service terminal boot control module 811, timing module 812, self-service terminal microphone 814, self-service terminal speaker 815, self-service terminal display 816, self-service terminal instant service request button 813, and self-service terminal input device 817. In the embodiment, after the self-service terminal guidance control device 811 determines that the user performs function switching, the timing module 812 times the operation time of the functional unit after the user performs switching, and when the operation time of the functional unit after the user performs switching is greater than a preset time, the self-service terminal guidance control module 811 sends the identification information of the functional unit after the user performs switching and the input information of the user through each input component to the guidance switching server 82 through the I/O port of the self-service terminal 81. Self-service terminal speaker 815 and self-service terminal display 816 serve as information output components of the self-service terminal and feed back operation information to users. In this embodiment, the CPU of the self-service terminal may be used to guide the function of the control module 811 by the self-service terminal, and after receiving the switching instruction of the service function unit, the terminal CPU triggers the timing module 812 to time the operation time of the user. Meanwhile, the self-service terminal guidance control module 811, which is a core device of the client-side self-service terminal, is responsible for coordinating and responding operations of the peripheral devices and is responsible for communicating with the guidance service providing device 82. Self-service terminal speaker 815 in this embodiment: and playing the sound signal of the customer service end. Self-service terminal display 816: and the system is responsible for responding, displaying a transaction picture, and showing user operation and operation of a customer service end. Self-service terminal microphone 814: and the system is responsible for collecting the sound emitted by the customer at the self-service terminal side. Self-service terminal instant service request button 813: the user is provided to make an instant help call, through the button, the user directly initiates a guidance service providing request and sends the request to the customer service terminal through the guidance service providing device, and simultaneously, the self-service terminal guidance control module 811 collects the current operation information and input information of the user. Self-service terminal input device 817: for a user to perform a transaction operation, comprising: cursor positioning peripheral devices and keyboard input peripheral devices.
The guidance switching server 82 in the present embodiment includes: an instant guidance service controller 821, a history information reading device 822 and an instant customer service queue memory 823. The instant guidance service controller 821 is responsible for receiving the customer operation information transmitted from the self-service terminal and the identification information of the switched functional unit, and calling the history information reading device 822 to read the past operation record of the customer from the bank server, the guidance service controller 821 calculates the customer service index value of the customer, compares the result with the preset customer service index threshold value, judges whether the user is the target user needing guidance service, and if it is determined that the user needs the instant guidance service, the operation information of the user and the identification information of the functional unit are transmitted to the customer service terminal 83. In this embodiment, the guidance switching server 82 is connected to a plurality of self-service terminals at the same time, and puts the client operation information that cannot provide the instant service temporarily into the instant service queue memory 823 to queue it, and waits for a subsequent service switching process for managing the service queue, so as to switch from a state of serving one client to a state of serving another client.
The customer service terminal 83 includes: a customer service terminal microphone 832, a customer service terminal controller 831, a customer service terminal display 833, a customer service terminal earphone 834, an instant customer service background service invoking device 835 and a customer service terminal input device 836. The customer service terminal display 833 and the customer service terminal earphone 834 are output devices of the customer service terminal 83, on which the operation screen of the user can be synchronously displayed, and the user can hear the voice of the user. The customer service terminal input device 836 serves as an input device of the customer service terminal 83, such as a mouse and a keyboard, for the customer service to perform terminal operations, and the customer service terminal microphone 832 is responsible for collecting the customer's voice and transmitting it to the self-service terminal user under the control of the customer service terminal controller 831. The customer service terminal controller 831 obtains service support of the bank server through the instant customer service background service invocation device 835.
The user uses the self-service terminal input device 81 to perform business function operations on the self-service terminal. While the user is operating, when the user executes to a new functional unit, the function switch decision 812 immediately initiates a calculation process that is: and collecting the identification of the functional unit, the user ID, the current date and the interval of the current input field jump, and recording various data input by the user in the operation of the functional unit. And the proficiency level of the user is calculated by the guidance switching server.
For example, in the case of the user a, it is desirable to be able to search for account operation details of another user who is affiliated with the user a in the search for entering the affiliated account. At this time, if the user is skilled to operate, the user can directly click on the 'other joint users' list to expand the joint user list of the account, select one joint user, and then click on an operation detail link beside the joint user name. However, since the user operates the function for the first time, it is unknown that the account operation details of other joint users can be queried by clicking the joint user list, and the related function is repeatedly searched on the screen. In specific implementation, the self-service terminal may be preset, the operation time limit of a user at a certain function is set to be 30 seconds, when it is found that at this time, the terminal client does not perform any actual click and input operations except the mouse moving function, and such state is maintained for more than 30 seconds, the self-service terminal sends information related to the user operation, such as a user ID, a function ID, time that the user occupies the self-service terminal, and the like, to the guidance switching server 82, and the guidance switching server 82 calls the history information reading device 822 to read a history record of the user using the self-service terminal from the bank server, such as: the number of times of using the functional unit by the user, the user rating and other related information guide the service controller to calculate the customer service index which the user A needs to assist, and the calculation of the customer service index is the same as the above, and is not repeated here.
As shown in fig. 8, which is a flowchart of this embodiment, in step S901, the self-service terminal monitors whether the user performs function switching, if so, step S902 is executed to collect operation information of the user and identification information of the switched functional unit, the guidance service providing device executes step S903 to calculate an instant customer service index of the user, step S904 determines whether the client is a skilled user, that is, it is determined whether the user is a skilled user according to the calculated customer service index, if the user is a non-skilled user, the step S905 is executed to push the customer into a customer service queue, and if the customer actively sends an instant customer service request at the self-service terminal, i.e., step S906, the step S905 is directly executed to push the client into the customer service queue, and queue up for receiving the instant customer service, in the specific implementation, the guidance service controller 821 may sort the service queues stored in the service queue memory 823 according to the service index. Meanwhile, the guidance server controller 821 in this embodiment obtains the queuing situation of waiting for the instant customer service from the customer service queue memory 823 at regular time and transmits the queuing situation to the self-service terminal guidance control module 811, and the self-service terminal guidance control module 811 displays the queuing situation of the current customer service application through the self-service terminal display 816. In the user queuing process, the user can still operate by self through the self-service terminal input device 817, and the terminal function switching monitoring device guides the control module 811 to synchronously record and monitor the input operation process of the user.
Step S907, the instant customer service flow is started, the instant customer service request currently sorted at the head is returned to the instant customer service terminal controller 831, and the user is prompted to obtain the instant service guidance (step S908), the user selects to receive the instant customer service guidance service, the customer service starts the instant service process for the client at the customer service terminal controller 831, and the guidance service information guidance service providing device provided by the customer service terminal to the self-service terminal is transmitted to the self-service terminal and displayed on the self-service terminal display. And if the user refuses the instant service instruction, returning to the step S901, and continuing the autonomous service by using the self-service terminal input equipment.
After the customer selects to receive the guidance service, the instant service flow is entered (S909), the self-service terminal guidance control module 811 packages the various data already filled in by the current functional unit of the user, and sends the packaged data to the guidance service controller 821 of the guidance service providing device 82 through the network, and the packaged data is sent to the instant customer service terminal controller 831 by the guidance service controller 821, and is filled in the interface that the customer service terminal has constructed according to the current functional identifier of the user. For data items which need to be kept secret for the user, symbols which do not contain specific meanings, such as a star number, for example, passwords input by the user, and the like, are displayed in the process of being displayed on the customer service terminal display 833. The customer service and the user enter an interactive process. The user packs the data or mouse track data input by the self-service terminal input device 817 and the sound data generated by the self-service terminal microphone 814 by the self-service terminal guide control module 811 and immediately transmits the packed data to the guide service controller 821 through the network, the guide service controller 821 unpacks the uploaded packed data and transmits the unpacked data to the customer service terminal controller 831, the unpacked data is displayed on the customer service terminal display 833, and the sound data is played on the customer service terminal earphone 834. The customer service can see the specific operation process of the user. In the process of user operation, the customer service terminal controller 831 collects the voice of customer service and the data input by the customer service terminal input device 836 through the customer service terminal microphone 832, packages the voice by the instant guidance service controller 821 and transmits the packaged voice to the self-service terminal guidance control module 811, and the self-service terminal guidance control module 811 unpacks the data transmitted by the customer service party and plays and displays the data to the user through the user terminal peripheral self-service terminal loudspeaker 815 and the self-service terminal display 816. If the customer service enters the current operation process, along with the sliding of the customer service mouse or the jumping of the input field, the input field or the button of the focus is obtained on the interface displayed by the self-service terminal display 816, and the self-service terminal guide control module 811 controls the edge highlighting. While the customer service is providing services to the user, it may use the customer service terminal input device 836 to review the user-entered data to determine how to guide the user or assist the user in performing the necessary actions.
The voice of the customer service is collected by the customer service terminal microphone 832, the operation of the customer service is transmitted to the customer service terminal controller 831 by the customer service terminal input device 836, and the data is packed by the back guide service controller 821, transmitted to the self-service terminal guide control module 811, played by the self-service terminal loudspeaker 815 and displayed to the user on the self-service terminal display 816.
When the customer service staff needs additional technical support, for example, to inquire the relevant information of the customer, the customer service staff can communicate with the background server through the instant customer service background service invoking device 835 to invoke the background server to obtain the relevant service information. Through the instant customer service background service invocation device 835, the customer service can provide relevant voice, text, links, animation originals and the like for the user to refer.
If the current user can perform subsequent operations under the guidance, the customer service staff can display the customer service information to be processed in the immediate customer service queue memory 823 through the customer service terminal controller 833, and display the customer service information on the customer service terminal display 833. The customer service person selects the next service object through the customer service terminal input device 836 to enter into the service interacting with the customer service.
And after the customer service exits the operation process of the user, the user returns to the self-operation process. At this time, under the control of the self-service terminal guidance control module 811, all the highlighting of the border on the user operation interface displayed by the self-service terminal display 816 is eliminated, and the self-service terminal enters the monitored state again.
The principle and the implementation mode of the invention are explained by applying specific embodiments in the invention, and the description of the embodiments is only used for helping to understand the method and the core idea of the invention; meanwhile, for a person skilled in the art, according to the idea of the present invention, there may be variations in the specific embodiments and the application scope, and in summary, the content of the present specification should not be construed as a limitation to the present invention.
Claims (10)
1. A self-service terminal boot service providing system, the system comprising: the system comprises a self-service terminal, a guide switching server and a customer service terminal, wherein the self-service terminal and the guide switching server are connected with the customer service terminal; wherein,
the self-service terminal comprises:
the function switching monitoring module is used for monitoring whether a user performs service function unit switching on the self-service terminal;
the timing module is used for timing the operation time of the service function unit after the user is switched after the service function unit switching of the user is determined;
the information acquisition module is used for acquiring the identification information of the switched service function unit and the operation information of the switched service function unit of the user when the operation time of the switched function unit of the user is longer than the preset time;
the self-service terminal information transceiving module is used for sending the identification information of the switched service function unit acquired by the information acquisition module and the operation information of the service function unit switched by the user to the guide switching server;
the boot switching server includes:
the interaction module is used for receiving the identification information of the switched service function unit sent by the self-service terminal information transceiver module and the operation information of the service function unit switched by the user;
the judging module is used for judging whether the user is a target user needing the guide service according to the functional unit identification information and the operation information of the user and sending the switched functional unit identification information and the operation information of the target user needing the guide service to the customer service terminal through the interaction module;
the customer service terminal comprises:
the information receiving module is used for receiving the identification information and the operation information of the switched functional unit of the target user, which are sent by the guide switching server;
the display information generating module is used for generating customer service terminal display information synchronous with the self-service terminal according to the identification information and the user operation information of the switched functional unit of the target user;
the customer service information input module is used for receiving customer service information input by customer service personnel according to the display information of the customer service terminal;
and the information sending module is used for sending the input customer service information to the self-service terminal through the guide switching server.
2. The kiosk guidance service provision system of claim 1, wherein the user's operation information includes: the ID of the user, the input information of the service function unit after the user is switched and the time information of the self-service terminal used by the user.
3. The kiosk guidance service provision system of claim 2, wherein the guidance switching server comprises:
and the client information reading module is used for reading the historical information of the user using the self-service terminal from the bank server according to the functional unit identification information and the user ID of the user after switching.
4. The kiosk guide service provision system of claim 3, wherein the determination module comprises:
the customer service index value calculating unit is used for calculating the customer service index of the user according to the time information of the self-service terminal used by the user and the historical information and a pre-stored algorithm;
and the judging unit is used for judging whether the user is a target user needing the guide service according to the customer service index of the user obtained by calculation and a preset customer service index threshold value.
5. The kiosk guide service provision system of claim 3, wherein the historical information comprises: the number of times and time information of the current service function unit used by the user in the past, and the number of self-service terminals used by the user.
6. A self-service terminal guide service providing method is characterized by comprising the following steps:
monitoring whether a user performs service function unit switching at the self-service terminal;
after determining that the user performs the service function unit switching, timing the operation time of the service function unit after the user performs the switching;
determining that the operation time of the functional unit after the user is switched is longer than the preset time, and acquiring the identification information of the switched service functional unit and the operation information of the service functional unit after the user is switched;
judging whether the user is a target user needing the guide service according to the functional unit identification information and the operation information of the user, and sending the switched functional unit identification information and the operation information of the target user needing the guide service to a customer service terminal;
generating customer service terminal display information synchronous with the user at the self-service terminal according to the identification information and the user operation information of the switched functional unit of the target user;
receiving customer service information input by customer service personnel according to the display information of the customer service terminal;
and sending the customer service information input by the customer service staff to the self-service terminal.
7. The kiosk guide service provisioning method of claim 6, wherein said user's operational information comprises: the ID of the user, the input information of the service function unit after the user is switched and the time information of the self-service terminal used by the user.
8. The self-service terminal guidance service providing method according to claim 7, wherein the determining whether the user is a target user who needs guidance service according to the functional unit identification information and the user operation information comprises:
and reading the historical information of the self-service terminal used by the user from the bank server according to the functional unit identification information and the user ID of the user after switching.
9. The method for providing self-service terminal guidance service according to claim 8, wherein the step of determining whether the user is a target user who needs guidance service according to the functional unit identification information and the user operation information further comprises:
calculating the customer service index of the user according to the time information of the user using the self-service terminal and the historical information and a pre-stored algorithm;
and judging whether the user is a target user needing guide service or not according to the customer service index of the user obtained by calculation and a preset customer service index threshold value.
10. The kiosk guide service provisioning method of claim 8 wherein said historical information comprises: the number of times and time information of the current service function unit used by the user in the past, and the number of self-service terminals used by the user.
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| CN105430089A (en) * | 2015-12-11 | 2016-03-23 | 华夏银行股份有限公司 | Remote service method, self-service method and device |
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| CN108765788A (en) * | 2018-05-22 | 2018-11-06 | 中国工商银行股份有限公司 | Method, self-service terminal and the self-help serving system of data processing |
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| CN109785123A (en) * | 2019-01-21 | 2019-05-21 | 中国平安财产保险股份有限公司 | A kind of business handling assisted method, device and terminal device |
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