CN113988016B - Method and device for reporting abnormal information, computer equipment and storage medium - Google Patents

Abstract

The present invention relates to the fields of data processing and artificial intelligence, and discloses a method, device, computer equipment and storage medium for reporting abnormal information. After logging in to an APP or website through a mobile terminal and triggering an abnormal processing request in the APP or website, the APP or website will read the record of abnormal information corresponding to the request from the business system based on the request, and call out the corresponding reporting interface based on the information in the record, obtain the certification documents uploaded by the user based on the reporting interface, and then match the content and certification documents in the record with the items in the reporting interface and upload them, thereby forming a case file, which is sent to the business system for the allocation of abnormal processing, thereby realizing automatic and rapid reporting. By uploading information through the reporting interface, the automatic realization of information reporting is realized, the manual processing in the prior art is reduced, the processing efficiency is improved, and paperless office is also realized.

Description

Abnormal information reporting method, device, computer equipment and storage medium

Technical Field

The present invention relates to the field of data processing, and in particular to a method, device, computer equipment and storage medium for reporting abnormal information.

Background Art

With the continuous development of artificial intelligence technology, especially smart office applications, remote reporting or review of data can be achieved through smart office applications. However, during the consumption process, consumption records can be classified and reported through smart office applications, but abnormal consumption records cannot be reported or processed.

At present, the existing technology for handling exceptions in consumption records mainly requires customers to fill out a declaration letter and organize the exception records, and then report them to the corresponding department for acceptance. This method involves multiple procedures for review, and currently the review of each procedure requires manual access. Similarly, the same processing method is used in cases of abnormal claims, which greatly reduces processing efficiency.

Summary of the invention

The main purpose of this application is to provide a method, device, equipment and storage medium for reporting abnormal information to solve the technical problems of low efficiency and long cycle in the reporting process of abnormal consumption information in the prior art.

A first aspect of the present invention provides a method for reporting abnormal information, the method for reporting abnormal information comprising:

When an exception handling request triggered by a user on a terminal is detected, a record of the exception information to be processed is obtained, and specific information in the record is extracted;

Determine a corresponding reporting type according to the specific information;

Scheduling a corresponding reporting interface based on the reporting type and displaying it on the user terminal;

Obtain the certification document uploaded by the user based on the reporting interface;

Parsing the content of the specific information and the file name of the certification document, matching the content and file name with the items in the reporting interface, and filling the corresponding item area in the reporting interface according to the matching results;

Generate case files based on the filled-in reporting interface and send them to the corresponding business system for exception handling allocation.

Optionally, in a first implementation manner of the first aspect of the present invention, when detecting an exception handling request triggered by a user on a terminal, obtaining a record of exception information to be processed, and extracting specific information in the record includes:

Collect business data generated in real time in the business system that matches the current user's information;

Extracting the operation behavior information corresponding to the business data, and detecting whether the operation behavior information meets the operation behavior specification set by the current user in the business system;

If not, an exception notification message is generated based on the business data and pushed to the user's terminal through an Internet channel, wherein the exception notification message at least includes a link to the exception handling;

Detecting whether the user triggers the link;

If triggered, the corresponding application is scheduled based on the link, and the record of abnormal information is read through the application to extract specific information in the record.

Optionally, in a second implementation of the first aspect of the present invention, the obtaining of the certification document uploaded by the user based on the reporting interface includes:

Collecting the user's touch operation on the reporting interface;

Determining the type of file to be uploaded based on the touch operation, wherein the file type includes an ID card, a face image, and a statement letter;

Retrieving a corresponding upload interface based on the touch operation, and displaying an upload prompt and a file template in the upload interface based on the file type;

Based on the file template, files with matching formats are screened out from the files uploaded by the user, and the screened out files are renamed to obtain certification documents.

Optionally, in a third implementation of the first aspect of the present invention, matching the content and file name with the items in the reporting interface and filling them into a corresponding item area in the reporting interface according to the matching result includes:

If the item is an information item, a preset keyword matching tool is called to match the corresponding information from the content with the information item as a matching object and fill it into the corresponding item area in the reporting interface;

If the item is a file item, the corresponding file template is obtained according to the file item, and the reporting interface is switched to the upload interface corresponding to the file item; the fixed controls in the file template are extracted, and the fixed controls are displayed on the upload interface; the corresponding files are screened out from the certification files according to the file name, and are displayed overlappingly under the fixed controls for matching and identification; if the identification is consistent, the file is added as an attachment to the area corresponding to the file item.

Optionally, in a fourth implementation of the first aspect of the present invention, before generating a case file based on the filled reporting interface and sending it to a corresponding business system for exception handling, the method further includes:

Retrieving the user's registration information from the background of the upload interface;

Extracting ID card information and facial features from the registration information;

Obtaining the identity document and the face image in the certification document, and matching the identity document with the ID card information, and matching the face image with the face features to obtain a matching result;

If the matching result is consistent, a signature verification interface is generated, and after the signature verification is passed, a case file is generated based on the filled reporting interface and sent to the corresponding business system for exception handling;

If the matching result is inconsistent, the user is prompted to re-upload the identity document and/or face image.

Optionally, in a fifth implementation of the first aspect of the present invention, generating a case file based on the filled reporting interface and sending it to a corresponding business system for exception handling includes:

Solidify the filled reporting interface to obtain an XML file;

Using a tabulation tool to align the contents of the rows and columns in the XML file, and drawing lines between the aligned rows and columns to obtain a table;

Extract the content and table boundaries in the table to form a table file, and convert the table file into a file in an unchangeable format to obtain a case file;

A communication link is established between the reporting interface and the business system based on the Internet, and the case file is sent out based on the communication link for allocation of exception processing.

Optionally, in a sixth implementation of the first aspect of the present invention, after extracting the content in the table and the table boundary to form a table file and converting the table file into a file in an unchangeable format to obtain the case file, the method further includes:

Mark the processing status of the case file as pending, and add the case file to the transaction list;

When a progress query triggered by the user on the reporting interface is received, each case file in the transaction list is displayed on the terminal in the form of a table chart.

A second aspect of the present invention provides a device for reporting abnormal information, the device for reporting abnormal information comprising:

A first acquisition module is used to acquire a record of the exception information to be processed and extract specific information from the record when an exception processing request triggered by a user on the terminal is detected;

A determination module, used to determine a corresponding reporting type according to the specific information;

A display module, used for scheduling a corresponding reporting interface based on the reporting type and displaying it on a user terminal;

A second acquisition module is used to acquire the certification document uploaded by the user based on the reporting interface;

A matching module, used to parse the content in the specific information and the file name of the certification document, and match the content and file name with the items in the reporting interface, and fill in the corresponding item area in the reporting interface according to the matching results;

The generation module is used to generate case files based on the filled reporting interface and send them to the corresponding business system for exception handling allocation.

Optionally, in a first implementation of the second aspect of the present invention, the first acquisition module includes:

The first collection unit is used to collect business data generated in real time in the business system and matching the information of the current user;

An extraction unit, used to extract the operation behavior information corresponding to the business data, and detect whether the operation behavior information meets the operation behavior specification set by the current user in the business system;

A push unit, configured to generate an exception notification message based on the business data when detecting that the operation behavior specification is not met, and push the message to the user's terminal through an Internet channel, wherein the exception notification message at least includes a link to exception handling;

A detection unit, used to detect whether the user triggers the link;

The reading unit is used to schedule the corresponding application based on the link when detecting the triggering of the link, and read the record of abnormal information through the application to extract specific information in the record.

Optionally, in a second implementation of the second aspect of the present invention, the second acquisition module includes:

A second collection unit, used to collect the user's touch operation on the reporting interface;

a type determination unit, configured to determine the type of file to be uploaded based on the touch operation, wherein the file types include identity cards, facial images, and declaration letters;

A calling unit, configured to call a corresponding upload interface based on the touch operation, and display an upload prompt and a file template in the upload interface based on the file type;

The screening unit is used to screen out files with matching formats from the files uploaded by the user based on the file template, and to change the names of the screened files to obtain certification files.

Optionally, in a third implementation of the second aspect of the present invention, the matching module includes:

A first matching unit is used to call a preset keyword matching tool if the item is an information item, match the corresponding information from the content with the information item as a matching object and fill it into a corresponding item area in the reporting interface;

The second matching unit is used to obtain a corresponding file template according to the file item if the item is a file item, and switch the reporting interface to an upload interface corresponding to the file item; extract a fixed control in the file template, and display the fixed control on the upload interface; filter out a corresponding file from the certification file according to the file name, and display it in an overlapping manner below the fixed control for matching and identification; if the identification is consistent, add the file as an attachment to the area corresponding to the file item.

Optionally, in a fourth implementation of the second aspect of the present invention, the device for reporting abnormal information further includes a verification module, which is specifically used to:

Retrieving the user's registration information from the background of the upload interface;

Extracting ID card information and facial features from the registration information;

Obtaining the identity document and the face image in the certification document, and matching the identity document with the ID card information, and matching the face image with the face features to obtain a matching result;

If the matching result is consistent, a signature verification interface is generated, and after the signature verification is passed, a case file is generated based on the filled reporting interface and sent to the corresponding business system for exception handling allocation;

If the matching result is inconsistent, the user is prompted to re-upload the identity document and/or face image.

Optionally, in a fifth implementation of the second aspect of the present invention, the generating module includes:

A solidification unit is used to solidify the filled reporting interface to obtain an XML file;

A drawing unit, used for aligning the contents of the rows and columns in the XML file using a tabulation tool, and drawing lines between the aligned rows and columns to obtain a table;

A conversion unit, used for extracting the content in the table and the table boundary to form a table file, and converting the table file into a file in an unchangeable format to obtain a case file;

A sending unit is used to establish a communication link between the reporting interface and the business system based on the Internet, and to send the case file based on the communication link for allocation of exception processing.

Optionally, in a sixth implementation of the second aspect of the present invention, the generating module further includes: a display unit, which is specifically used to:

Mark the processing status of the case file as pending, and add the case file to the transaction list;

When a progress query triggered by the user on the reporting interface is received, each case file in the transaction list is displayed on the terminal in the form of a table chart.

The third aspect of the present invention provides a computer device, comprising: a memory and at least one processor, wherein the memory stores instructions; the at least one processor calls the instructions in the memory so that the computer device executes each step of the above-mentioned method for reporting abnormal information.

A fourth aspect of the present invention provides a computer-readable storage medium, wherein the computer-readable storage medium stores instructions, which, when executed on a computer, enable the computer to execute each step of the above-mentioned method for reporting abnormal information.

In the technical solution of the present invention, the method is specifically that the user logs in to the APP or website through the mobile terminal, and after the exception handling request is triggered in the APP or website, the APP or website will read the record of the exception information corresponding to the request from the business system based on the request, and call out the corresponding reporting interface based on the information in the record, obtain the certification documents uploaded by the user based on the reporting interface, and then match the content and certification documents in the record with the items in the reporting interface and upload them, thereby forming a case file, which is sent to the business system for the allocation of exception handling, thereby realizing automatic and rapid reporting. Uploading materials through the reporting interface realizes the automation of information reporting, reduces manual processing in the prior art, improves processing efficiency, and also realizes paperless office.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG1 is a schematic diagram of a first embodiment of a method for reporting abnormal information according to an embodiment of the present invention;

FIG2 is a schematic diagram of a second embodiment of a method for reporting abnormal information in an embodiment of the present invention;

FIG3 is a schematic diagram of a third embodiment of a method for reporting abnormal information in an embodiment of the present invention;

FIG4 is a schematic diagram of an interface for uploading a declaration letter in an embodiment of the present invention;

FIG5 is a schematic diagram of an embodiment of a device for reporting abnormal information in an embodiment of the present invention;

FIG6 is a schematic diagram of another embodiment of a device for reporting abnormal information according to an embodiment of the present invention;

FIG. 7 is a schematic diagram of an embodiment of a computer device in an embodiment of the present invention.

DETAILED DESCRIPTION

In order to solve the problem of low efficiency and long cycle in the reporting process of abnormal consumption information, the present application provides a reporting method for abnormal information. When detecting an abnormal processing request triggered by a user on a terminal, a record of the abnormal information to be processed is obtained, and specific information in the record is extracted; the corresponding reporting type is determined according to the specific information; the corresponding reporting interface is scheduled based on the reporting type and displayed on the user terminal; the certification file uploaded by the user based on the reporting interface is obtained; the content in the specific information and the file name of the certification file are parsed, and the content and file name are matched with the items in the reporting interface, and filled into the corresponding project area in the reporting interface according to the matching result; the case file is generated based on the filled reporting interface, and sent to the corresponding business system for the allocation of abnormal processing, and the above method realizes the packaging and reporting of abnormal information, thereby realizing the processing of automatic and rapid reporting; further, in the reporting process, the information and materials of the reporting user are also verified, so as to prevent the counterfeiting of information. The automatic realization of information reporting is realized, the manual processing in the prior art is reduced, the processing efficiency is improved, and the paperless office is also realized.

The terms "first", "second", "third", "fourth", etc. (if any) in the specification and claims of the present invention and the above-mentioned drawings are used to distinguish similar objects, and are not necessarily used to describe a specific order or sequence. It should be understood that the data used in this way can be interchanged where appropriate, so that the embodiments described herein can be implemented in an order other than that illustrated or described herein. In addition, the terms "including" or "having" and any variations thereof are intended to cover non-exclusive inclusions, for example, a process, method, system, product or device that includes a series of steps or units is not necessarily limited to those steps or units that are clearly listed, but may include other steps or units that are not clearly listed or inherent to these processes, methods, products or devices.

For ease of understanding, the specific process of the embodiment of the present invention is described below. Please refer to FIG1 , which is a first embodiment of the method for reporting abnormal information in the embodiment of the present invention. The implementation steps of the method are as follows:

101. When an exception handling request triggered by a user on a terminal is detected, a record of exception information to be processed is obtained, and specific information in the record is extracted;

In this step, the triggering methods for the exception handling request include automatic triggering and active triggering. The automatic triggering can be specifically determined by the business system through the process generated by monitoring the records to determine whether it is abnormal. If it is abnormal, the exception handling request is triggered by pushing a message notification, specifically through SMS push, where the SMS contains a trigger reporting interface. The user views the SMS and clicks on the reporting interface link in the SMS to generate an exception handling request. In addition to SMS push, if the user is using the corresponding application, the message can be pushed directly in the application, and the exception handling request can be triggered by clicking to view the message.

To obtain records, a connection is established with the business system through the called reporting interface, so as to collect records that match the request. Of course, the records here can be understood as summary information generated by specific information, and then specific information is captured based on the summary information.

In actual applications, the exception handling request generally includes user information and the time range in which the exception information exists. Based on the user information, all records corresponding to the user information in the business system are queried, and then matching records are extracted from all records according to the time range, and a message list is formed and displayed. The user browses the message list and selects the abnormal record, thereby obtaining the specific information of the corresponding abnormal information record.

102. Determine the corresponding reporting type based on the specific information;

In this embodiment, the reporting types include card opening, consumption records and claim records, etc. The reporting type is determined by parsing the content in the specific information. By parsing the content in the specific information, it is determined to which category of card opening, consumption records and claim records the content belongs. If it is a card opening type, the corresponding interface is a counterfeit card opening reporting interface. If it is a consumption record type, the corresponding interface is a counterfeit consumption reporting interface. If it is a claim record type, the corresponding interface is a counterfeit claim reporting interface.

103. Scheduling a corresponding reporting interface based on the reporting type and displaying it on the user terminal;

In this embodiment, an application that can report exception information is installed on the user terminal. After the reporting type of the exception is determined, the application is started according to the exception handling request, and the interface for reporting the exception is opened. Based on the reporting type, a reporting interface corresponding to the reporting type is selected from the reporting interfaces, such as a counterfeit card opening interface, and then the counterfeit card opening interface replaces the original interface to be displayed on the user terminal.

In actual applications, the reporting interface can also be set in different applications. For example, when the exception is a card opening exception, the corresponding reporting interface is set in the bank APP. Therefore, in this step, after determining the reporting type, it also includes determining the APP that records the exception based on the content in the specific information. For card opening exceptions, the card number information and bank name carried in the specific information are extracted, and the corresponding APP is selected from the list of applications installed on the terminal according to the bank name. The mobile terminal starts the corresponding APP according to the exception handling request, and fills the card number information as the login account of the APP on the login interface to log in. After logging in, the corresponding reporting interface is retrieved from the APP interface based on the reporting type and displayed on the user terminal.

104. Obtain the certification documents uploaded by the user based on the reporting interface;

In this step, the certification document is obtained by the user uploading it based on the reporting interface displayed on the user terminal. Specifically, the file name required for abnormal reporting is displayed in the reporting interface. The user jumps to the upload interface by clicking the file name. The upload interface selects the file according to the user's check and executes the upload process. The data is renamed according to the file name and displayed in the reporting interface as an icon after the name is changed.

In actual applications, after the user triggers the upload proof document control in the reporting interface, it jumps directly to the upload interface and prompts the order of uploading files. For example, 1-declaration letter, 2-identity card, 3-pictures of various postures of holding the identity card are displayed on the interface. After the user clicks the prompt information, it jumps to the file library interface for storing proof documents, and the checked files are marked with Arabic numerals according to the order of checking. After the checking is completed, the reporting interface names the files accordingly according to the Arabic numerals and the order in the prompt information, and then uploads them to be displayed in the reporting interface, thereby forming a proof document.

105. Parse the content of the specific information and the file name of the certification document, match the content and file name with the items in the reporting interface, and fill in the corresponding item area in the reporting interface according to the matching results;

In this embodiment, after obtaining the certification document, specifically, if the item is an information item, a preset keyword matching tool is called to match the corresponding information from the content with the information item as the matching object and fill it into the corresponding item area in the reporting interface;

For example, when the information item is identity card information, the keyword matching tool traverses the character string in the content of the specific information whose number of bytes is equal to the number of bytes of the identity card number, and uses the word segmentation tool to extract the character string and fill it into the corresponding project area; further, after extracting the character string from the content, it also includes scheduling the filling interface of the identity card information, displaying the content of the character string in the filling interface, and after confirming that the information is correct, receiving a confirmation operation to fill the character string into the project area of the identity card information in the reporting interface and display it.

If the item is a file item, the corresponding file template is obtained according to the file item, and the reporting interface is switched to the upload interface corresponding to the file item; the fixed controls in the file template are extracted, and the fixed controls are displayed on the upload interface; the corresponding files are screened out from the certification files according to the file name, and are displayed overlappingly below the fixed controls for matching and identification; if the identification is consistent, the file is added as an attachment to the area corresponding to the file item.

In actual applications, before executing the above-mentioned matching step, it also includes monitoring whether there is a valid touch operation in the upload control area of the reporting interface. Here, the valid touch operation is to detect whether the pressure of the touch operation meets the touch conditions through the under-screen sensor of the terminal. If it does, it is a valid touch operation; if there is a valid touch operation, it is determined to automatically fill in the certification documents and specific information in each position of the reporting interface.

When filling in the specific information and supporting documents in each location of the reporting interface, the items in the reporting interface are used as indexes.

106. Generate case files based on the filled-in reporting interface and send them to the corresponding business system for exception handling allocation.

In this embodiment, the filled reporting interface is solidified to obtain a non-editable image file, and the image file is encrypted, format converted, compressed, etc. to form a case file, which is sent to the business system via the Internet for review, thereby realizing the reporting of the abnormal information.

Through the implementation of the above method, users can digitize materials through mobile Internet channels and upload the electronic materials to the case system through applications, thereby reducing the labor costs of users and staff while improving case processing efficiency and customer experience.

Please refer to FIG. 2 , a second embodiment of the method for reporting abnormal information in an embodiment of the present invention includes:

201. Collect business data generated in real time in the business system that matches the current user's information;

In this step, real-time monitoring of business data in the business system is achieved by establishing a reporting interface and a business system monitoring link. When new data is monitored, the generated business data and the business data generation process are collected. For example, consumption data, the consumption address, consumption items, deduction channels, consumer signature and other information are obtained, and all collected data are sent to the user or APP.

202. Extracting the operation behavior information corresponding to the business data, and detecting whether the operation behavior information meets the operation behavior specification set by the current user in the business system;

After receiving the push of business data, the specific content and behavior information of the business data are analyzed, and this information is matched with the pre-set information in the business system to obtain the matching results.

203. If not, an abnormal notification message is generated based on the business data and pushed to the user's terminal through the Internet channel;

In this embodiment, the exception notification message at least includes a link to the exception handling; if not met, the business data is converted into a notification message. The content of the notification message is sent in the form of SMS + APP. The SMS contains a link (which is inconsistent each time it is sent and can be matched to the customer) to facilitate subsequent material recovery and docking. For customers with APP, in the service progress query function, the menu for uploading counterfeit case materials generates a task.

204. Detect whether the user triggers the link;

205. If triggered, the corresponding application is scheduled based on the link, and the record of the abnormal information is read through the application to extract specific information in the record;

In this embodiment, the user views the exception notification message and clicks on a link in the message to call out an application corresponding to the business data from the background of the terminal through the link. Based on the application, the specific information of the record corresponding to the exception information called out from the business system is displayed on the terminal.

In actual applications, after reading the specific information of the exception information, it also includes building an exception feedback process according to the specific information in accordance with the preset exception reporting process, specifically extracting keywords or summary information from the specific information to generate the basic content of the case, and using the basic content of the case as the process summary and combining it with the flowchart template of the exception feedback to generate a reporting process, and display it in the list of messages to be processed.

In this embodiment, when reading the records of abnormal information, the data type in the business data is specifically extracted, such as consumption records, card opening records or claims handling records, all data records are queried based on the type, and sorted by time, and then the data records are secondary screened by setting the screening conditions and the time period, and finally the abnormal records are selected from the data records after the secondary screening. For example: select authorized transactions within the past 180 days, select the query interval when setting the screening conditions, check the query results, submit and return, and you can query the selected transactions on the authorized transaction details page.

206. Determine the corresponding reporting type according to the specific information;

207. Scheduling a corresponding reporting interface based on the reporting type and displaying it on the user terminal;

208. Obtain the certification documents uploaded by the user based on the reporting interface;

In this step, specifically, the user's touch operations on the reporting interface are collected; the file type to be uploaded is determined based on the touch operation, wherein the file type includes an identity card, a face image, and a statement letter; the corresponding upload interface is retrieved based on the touch operation, and an upload prompt and a file template are displayed in the upload interface based on the file type; files with matching formats are filtered out from the user's uploaded files based on the file template, and the filtered files are renamed to obtain certification documents.

In actual application, for the declaration letter, after the declaration letter to be uploaded is determined based on the touch operation, it also includes sending an interface operation permission change request, and calling up the permission change interface based on the change request, receiving the user's operation on the permission change interface to increase the certification document dimension. The specific interface operation steps are: Permission change interface-system parameter settings >> New dimension under user management-Declaration letter sending (only the case handling position needs to be selected, and it is required. The default selection is "Yes". Other positions with case construction authority have the authority to send case construction declaration letters), as shown in Figure 4 below.

After changing the permissions, return to the upload interface for the certification document, match the uploaded file based on the file template displayed in the upload interface, and determine whether to upload based on the matching result.

In actual application, for uploading the declaration letter, you can also generate the declaration letter by changing the displayed file template. The specific displayed file template is as follows:

I hereby solemnly declare the following:

1. Ping An Bank credit card with card number [52XXXXXXXXXXXXXX]. [I have never applied for this card, nor have I authorized anyone else to apply using my information. I am not aware of any transactions that occurred with this card and have not gained any benefits from the transactions with this card.]

2. I promise that all the information and signatures I provide are complete, true and valid. Otherwise, I will be responsible for the credit card debt and fees in the statement (including the fees incurred by related investigations) and bear the corresponding legal liability.

3. I agree that Ping An Bank may learn about and inquire about my relevant circumstances from any relevant parties in connection with the handling of this statement, and retain relevant information; I authorize Ping An Bank to submit this statement and related documents to the merchant's acquiring bank or institution to reflect the disputed amount on my behalf;

4. If I obtain financial compensation through any channel, I am obliged to promptly notify and return it to Ping An Bank. If I deliberately conceal the information, Ping An Bank has the right to cancel my lost card protection qualification and pursue relevant legal responsibilities.

The uploading of the ID card and the face image includes: uploading by scanning the original or taking a photo by calling the camera module on the terminal.

209. Parse the content of the specific information and the file name of the certification document, match the content and the file name with the items in the reporting interface, and fill in the corresponding item area in the reporting interface according to the matching result;

210. Generate case files based on the filled-in reporting interface and send them to the corresponding business system for exception handling allocation.

Through the implementation of the above method, when the exception handling request triggered by the user on the terminal is detected, the record of the exception information to be processed is obtained, and the specific information in the record is extracted; the corresponding reporting type is determined according to the specific information; the corresponding reporting interface is scheduled based on the reporting type and displayed on the user terminal; the certification document uploaded by the user based on the reporting interface is obtained; the content in the specific information and the file name of the certification document are parsed, and the content and file name are matched with the items in the reporting interface, and filled into the corresponding project area in the reporting interface according to the matching result; the case file is generated based on the filled reporting interface, and sent to the corresponding business system for the allocation of exception handling, thereby creating an industry-leading paperless claims process. For counterfeit consumer claims cases actively reported by users or identified by the system, after communicating with the user to confirm the existence of counterfeiting, the user digitizes the materials through the mobile Internet channel, and uploads the electronic version of the materials to the case system through mobile online banking, which reduces the labor costs of users and staff while improving case processing efficiency and customer experience.

Please refer to FIG. 3 , a third embodiment of the method for reporting abnormal information in an embodiment of the present invention includes:

301. When an exception handling request triggered by a user on a terminal is detected, a record of exception information to be processed is obtained, and specific information in the record is extracted;

302. Determine the corresponding reporting type according to the specific information;

303. Scheduling a corresponding reporting interface based on the reporting type and displaying it on the user terminal;

304. Obtain the certification document uploaded by the user based on the reporting interface;

305. Parse the content of the specific information and the file name of the certification document, match the content and the file name with the items in the reporting interface, and fill in the corresponding item area in the reporting interface according to the matching result;

306. Obtain the user's registration information, and match the user information in the registration information with the user information in the certification document;

In this step, the user's registration information is retrieved from the background of the upload interface;

Extracting ID card information and facial features from the registration information;

Obtaining the identity document and the face image in the certification document, and matching the identity document with the ID card information, and matching the face image with the face features to obtain a matching result;

If the matching result is consistent, a signature verification interface is generated, and step 307 is executed after the signature verification passes;

If the matching result is inconsistent, the user is prompted to re-upload the identity document and/or face image.

In actual application, after uploading the corresponding certification document through the upload interface, the ID number and name in the certification document are extracted, and the ID number and name are compared with the ID number at the time of registration. If they are consistent, the face image is matched. When matching the face image, the eye features in the face image are specifically extracted and matched with the preset face features. Of course, if the eye features are inconsistent, the facial features position information in the face image is extracted, the facial features information is combined into a facial feature map, and then matched with the feature map composed of preset facial features, so as to output the matching result.

307. If the match is consistent, a case file is generated based on the filled reporting interface and sent to the corresponding business system for exception handling allocation;

In this embodiment, the filled reporting interface is solidified to obtain an XML file;

Using a tabulation tool to align the contents of the rows and columns in the XML file, and drawing lines between the aligned rows and columns to obtain a table;

Extract the content and table boundaries in the table to form a table file, and convert the table file into a file in an unchangeable format to obtain a case file;

A communication link is established between the reporting interface and the business system based on the Internet, and the case file is sent out based on the communication link for allocation of exception processing.

Furthermore, after extracting the contents and table boundaries in the table to form a table file and converting the table file into a file in an unchangeable format to obtain the case file, the method further includes:

Mark the processing status of the case file as pending, and add the case file to the transaction list;

When a progress query triggered by the user on the reporting interface is received, each case file in the transaction list is displayed on the terminal in the form of a table chart.

The following uses the mobile phone as the operation terminal and the mobile online banking APP as an example to explain in detail the reporting process of uploading abnormal information:

After receiving the SMS notification on the mobile online banking APP, the customer clicks the link on the mobile phone to determine whether the customer has installed the APP. If it has been installed, the customer will jump to the Pocket APP-Service Progress Inquiry-Counterfeit Case Materials Upload as shown in Figure 6. If it has not been installed, the customer will enter the Counterfeit Case Materials Upload H5 page after identity verification.

When the service progress inquiry module is processed (submission successful) or you enter and submit directly through the SMS link, this to-do task will no longer be displayed after submission, and clicking the SMS link again will prompt that your declaration letter materials have been submitted.

After entering, the function page displays the list of transactions involved in the case received by the APP background. If no transaction involved in the case is received, it will not be displayed. Only the type of counterfeit case and the button to upload materials to prompt customers to click will be displayed. If the customer enters this page without receiving the statement letter sent by our bank, it will be displayed as missing.

In actual application, when the customer clicks [Upload Materials], the next step of uploading materials will be entered. If the customer exits during the process of uploading materials, the Continue Login function page will provide the customer with a button to continue uploading materials. For example, when uploading an ID card, a pop-up window will pop up to upload various forms of ID card snapshots, including photos of the front and back of the card, ID card photos, photos of the upper body holding the ID card, photos of the report receipt, and other materials that the customer can upload. Whether the option is mandatory is determined by the mandatory type checked in the declaration letter template sent by ARS. If it is checked, it must be uploaded, otherwise it is optional:

1. Samples of the photos that need to be taken are provided for customers' reference;

2. The front and back photos of the card only support taking photos, not album selection;

3. After taking the photo, there is a watermark with "(for business investigation only)" printed on it;

Furthermore, when uploading materials, a red asterisk is added after the materials to indicate the required materials according to different case types. Before submission, check whether the required materials have been uploaded according to the case type. If not, a prompt will be displayed: Please complete the upload of all material types marked with * (wording to be determined);

Except for the report receipt and other materials, which support 10 pictures, the pictures that can be uploaded for other items are fixed values. There is no need to verify the uploaded pictures in the background.

If you have completed the upload and exited without submitting, the next time you enter the interface after exiting and the uploaded materials will be displayed, click the next step of real person verification, enter the face recognition, and shoot the image. After shooting, it will be sent to the face recognition system for verification and scoring, and the results will be sent to ARS. At the same time, ARS adds a new field on the case processing page: face recognition result.

After taking photos, the stage of reading the declaration letter and signing is entered. If the customer clicks the X button during the process, it will return to the previous page. After the electronic signature is successful, the next step is to confirm the signature, and it can be submitted after confirmation. After the customer submits the materials, the case dispatching stage is entered. The uploaded materials can be viewed on the case dispatching page (RAR format, which can be downloaded and opened directly). The uploaded materials are associated with the management number + case creation mobile phone number + URL, and displayed in the declaration letter materials.

When a case enters the processing status (the processed and closed approval status do not support material receipt), the system connects and uploads it to the case processing interface - attachment column with the type "other", and associates it through the management number + case creation mobile phone number + URL. The format is a compressed package, and a complete version of the PDF is generated at the same time for matters such as cancellation and return of orders. The notes generated by the customer's upload operation are added to the notes column of the processing interface. The note template is: "2018-02-04 19:43:44 Customer uploaded materials through the self-service channel for review".

308. If the match is inconsistent, the user is prompted to re-upload the identity document and/or face image.

Through the implementation example of the above-provided solution, by logging into the APP or website through a mobile terminal, after triggering an exception handling request in the APP or website, the APP or website will read the record of exception information corresponding to the request from the business system based on the request, and call out the corresponding reporting interface based on the information in the record, obtain the certification documents uploaded by the user based on the reporting interface, and then match the content and certification documents in the record with the items in the reporting interface and upload them, thereby forming a case file, which is sent to the business system for exception handling allocation, thereby realizing the electronicization of materials through mobile Internet channels, and uploading electronic materials to the case system through mobile online banking, thereby reducing labor costs while improving case processing efficiency and customer experience.

The above describes the method for reporting abnormal information in the embodiment of the present invention. The following describes the device for reporting abnormal information in the embodiment of the present invention. Please refer to FIG. 5. An embodiment of the device for reporting abnormal information in the embodiment of the present invention includes:

The first acquisition module 501 is used to acquire a record of the exception information to be processed and extract specific information from the record when an exception processing request triggered by a user on the terminal is detected;

A determination module 502, configured to determine a corresponding reporting type according to the specific information;

A display module 503 is used to schedule a corresponding reporting interface based on the reporting type and display it on a user terminal;

The second acquisition module 504 is used to acquire the certification document uploaded by the user based on the reporting interface;

A matching module 505, for parsing the content in the specific information and the file name of the certification document, and matching the content and the file name with the items in the reporting interface, and filling the matching results into the corresponding item area in the reporting interface;

The generation module 506 is used to generate a case file based on the filled-in reporting interface and send it to the corresponding business system for allocation of exception processing.

Through the implementation of the above method, the method is mainly used to provide users with a fast reporting abnormality process when there are abnormalities in consumption records or their own information cards, etc. Specifically, the user logs in to the APP or website through a mobile terminal. After triggering the abnormal processing request in the APP or website, the APP or website will read the record of abnormal information corresponding to the request from the business system based on the request, and call out the corresponding reporting interface based on the information in the record, obtain the certification documents uploaded by the user based on the reporting interface, and then match the content and certification documents in the record with the items in the reporting interface and upload them, thereby forming a case file, which is sent to the business system for abnormal processing allocation, thereby realizing automatic and rapid reporting processing; further, the reporting process also includes verifying the information and materials of the reporting user, so as to prevent information counterfeiting. The implementation of this method is mainly based on an APP or terminal that can realize various abnormal information reporting.

Please refer to FIG. 6 , another embodiment of the abnormal information reporting device in the embodiment of the present invention includes:

The first acquisition module 501 is used to acquire a record of the exception information to be processed and extract specific information from the record when an exception processing request triggered by a user on the terminal is detected;

A determination module 502, configured to determine a corresponding reporting type according to the specific information;

A display module 503 is used to schedule a corresponding reporting interface based on the reporting type and display it on a user terminal;

The second acquisition module 504 is used to acquire the certification document uploaded by the user based on the reporting interface;

A matching module 505, for parsing the content in the specific information and the file name of the certification document, and matching the content and the file name with the items in the reporting interface, and filling the matching results into the corresponding item area in the reporting interface;

The generation module 506 is used to generate a case file based on the filled-in reporting interface and send it to the corresponding business system for allocation of exception processing.

Wherein, the first acquisition module 501 includes:

The first collection unit 5011 is used to collect business data generated in real time in the business system and matching the current user's information;

An extraction unit 5012 is used to extract the operation behavior information corresponding to the business data, and detect whether the operation behavior information meets the operation behavior specification set by the current user in the business system;

A push unit 5013 is configured to generate an exception notification message based on the business data when detecting that the operation behavior specification is not met, and push the message to the user's terminal through an Internet channel, wherein the exception notification message at least includes a link to handle the exception;

A detection unit 5014, used to detect whether the user triggers the link;

The reading unit 5015 is used to schedule the corresponding application based on the link when detecting the triggering of the link, and read the record of abnormal information through the application to extract specific information in the record.

Wherein, the second acquisition module 504 includes:

The second collecting unit 5041 is used to collect the touch operation of the user on the reporting interface;

A type determination unit 5042, configured to determine the type of file to be uploaded based on the touch operation, wherein the file types include identity cards, facial images, and declaration letters;

A calling unit 5043, configured to call a corresponding upload interface based on the touch operation, and display an upload prompt and a file template in the upload interface based on the file type;

The screening unit 5044 is used to screen out files with matching formats from the files uploaded by the user based on the file template, and rename the screened files to obtain certification files.

Wherein, the matching module 505 includes:

The first matching unit 5051 is used to call a preset keyword matching tool if the item is an information item, and match the corresponding information from the content with the information item as a matching object and fill it into the corresponding item area in the reporting interface;

The second matching unit 5052 is used to obtain the corresponding file template according to the file item if the item is a file item, and switch the reporting interface to the upload interface corresponding to the file item; extract the fixed control in the file template, and display the fixed control on the upload interface; filter out the corresponding file from the certification file according to the file name, and display it in an overlapping manner below the fixed control for matching and identification; if the identification is consistent, add the file as an attachment to the area corresponding to the file item.

In this embodiment, the abnormal information reporting device further includes a verification module 507, which is specifically used to:

Retrieving the user's registration information from the background of the upload interface;

Extracting ID card information and facial features from the registration information;

Obtaining the identity document and the face image in the certification document, and matching the identity document with the ID card information, and matching the face image with the face features to obtain a matching result;

If the matching result is consistent, a signature verification interface is generated, and after the signature verification is passed, a case file is generated based on the filled reporting interface and sent to the corresponding business system for exception handling;

If the matching result is inconsistent, the user is prompted to re-upload the identity document and/or face image.

In this embodiment, the generating module 506 includes:

The solidification unit 5061 is used to solidify the filled reporting interface to obtain an XML file;

A drawing unit 5062 is used to align the contents of the rows and columns in the XML file using a tabulation tool, and draw lines between the aligned rows and columns to obtain a table;

The conversion unit 5063 is used to extract the content and the table boundary in the table to form a table file, and convert the table file into a file in an unchangeable format to obtain a case file;

The sending unit 5064 is used to establish a communication link between the reporting interface and the business system based on the Internet, and send the case file based on the communication link for allocation of exception processing.

In this embodiment, the generating module 506 further includes: a display unit 5065, which is specifically used to:

Mark the processing status of the case file as pending, and add the case file to the transaction list;

When a progress query triggered by the user on the reporting interface is received, each case file in the transaction list is displayed on the terminal in the form of a table chart.

In summary, when a user logs in to an APP or website through a mobile terminal and triggers an exception handling request in the APP or website, the APP or website will read the record of the exception information corresponding to the request from the business system based on the request, and call out the corresponding reporting interface based on the information in the record, obtain the certification documents uploaded by the user based on the reporting interface, and then match the content and certification documents in the record with the items in the reporting interface and upload them, thereby forming a case file and sending it to the business system for exception handling allocation, thereby realizing automatic and rapid reporting. Uploading materials through the reporting interface realizes the automation of information reporting, reduces manual processing in the existing technology, improves processing efficiency, and also realizes paperless office.

Please refer to FIG. 7 , and an embodiment of a computer device in an embodiment of the present invention will be described in detail from the perspective of hardware processing.

7 is a schematic diagram of the structure of a computer device provided by an embodiment of the present invention. The computer device 700 may have relatively large differences due to different configurations or performances, and may include one or more processors (central processing units, CPU) 710 (for example, one or more processors) and a memory 720, and one or more storage media 730 (for example, one or more mass storage devices) storing application programs 733 or data 732. Among them, the memory 720 and the storage medium 730 may be temporary storage or permanent storage. The program stored in the storage medium 730 may include one or more modules (not shown in the figure), and each module may include a series of instruction operations in the computer device 700. Furthermore, the processor 710 may be configured to communicate with the storage medium 730 to execute a series of instruction operations in the storage medium 730 on the computer device 700.

The computer device 700 may further include one or more power supplies 740, one or more wired or wireless network interfaces 750, one or more input and output interfaces 760, and/or one or more operating systems 731, such as Windows Server, Mac OS X, Unix, Linux, FreeBSD, etc. Those skilled in the art will appreciate that the computer device structure shown in FIG. 7 does not limit the computer device provided in the present application, and may include more or less components than shown in the figure, or combine certain components, or arrange components differently.

The present invention also provides a computer-readable storage medium, which may be a non-volatile computer-readable storage medium or a volatile computer-readable storage medium. Instructions are stored in the computer-readable storage medium. When the instructions are executed on a computer, the computer executes the steps of the above-mentioned method for reporting abnormal information.

In practical applications, the above-mentioned method can acquire the target medical record data based on artificial intelligence technology, and perform hierarchical analysis on the acquired data, construct a hierarchical structure diagram, and other processing. Among them, artificial intelligence (AI) is the theory, method, technology and application system that uses digital computers or machines controlled by digital computers to simulate, extend and expand human intelligence, perceive the environment, acquire knowledge and use knowledge to obtain the best results. It can be specifically executed based on a server. The server can be an independent server or a cloud server that provides cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communications, middleware services, domain name services, security services, content delivery networks (CDN), and basic cloud computing services such as big data and artificial intelligence platforms.

Those skilled in the art can clearly understand that, for the convenience and brevity of description, the specific working processes of the above-described devices and units can refer to the corresponding processes in the aforementioned method embodiments and will not be repeated here.

If the integrated unit is implemented in the form of a software functional unit and sold or used as an independent product, it can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of the present invention is essentially 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. The computer software product is stored in a storage medium, including a number of instructions to enable a computer device (which can be a personal computer, a server, or a network device, etc.) to perform all or part of the steps of the method described in each embodiment of the present invention. The aforementioned storage medium includes: U disk, mobile hard disk, read-only memory (ROM), random access memory (RAM), disk or optical disk and other media that can store program codes.

The privacy information and personal information involved in this invention (including but not limited to user identification information, behavior data, transaction records, communication content, etc.) have obtained the explicit, voluntary and informed consent of the relevant users/data subjects in accordance with the requirements of relevant laws and regulations. In the process of collecting, storing, processing and using these privacy and personal information, we strictly abide by the provisions of relevant laws and regulations such as the "Personal Information Protection Law of the People's Republic of China" and the "Cybersecurity Law" to ensure the legality, legitimacy and necessity of information processing.

As described above, the above embodiments are only used to illustrate the technical solutions of the present invention, rather than to limit the same. Although the present invention has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that the technical solutions described in the aforementioned embodiments may still be modified, or some of the technical features thereof may be replaced by equivalents. However, these modifications or replacements do not deviate the essence of the corresponding technical solutions from the spirit and scope of the technical solutions of the embodiments of the present invention.

Claims (6)

1. A method for reporting abnormal information, characterized in that the method for reporting abnormal information comprises: When an exception handling request triggered by a user on a terminal is detected, a record of the exception information to be processed is obtained, and specific information in the record is extracted; Determine a corresponding reporting type according to the specific information; Scheduling a corresponding reporting interface based on the reporting type and displaying it on the user terminal; Obtain the certification document uploaded by the user based on the reporting interface; Parsing the content of the specific information and the file name of the certification document, matching the content and file name with the items in the reporting interface, and filling the corresponding item area in the reporting interface according to the matching results; Generate case files based on the filled reporting interface and send them to the corresponding business system for exception handling allocation; When detecting an exception handling request triggered by a user on a terminal, obtaining a record of exception information to be processed, and extracting specific information from the record includes: collecting business data generated in real time in a business system and matching the information of the current user; extracting operation behavior information corresponding to the business data, and detecting whether the operation behavior information meets the operation behavior specification set by the current user in the business system; if not, generating an exception notification message based on the business data, and pushing it to the user's terminal through an Internet channel, wherein the exception notification message at least includes a link for exception handling; detecting whether the user triggers the link; if triggered, scheduling a corresponding application based on the link, and reading the record of exception information through the application, and extracting specific information from the record; The obtaining of the certification file uploaded by the user based on the reporting interface includes: collecting the user's touch operation on the reporting interface; determining the type of file to be uploaded based on the touch operation, wherein the file type includes identity certification documents, face images and declaration letters; calling the corresponding upload interface based on the touch operation, and displaying an upload prompt and a file template in the upload interface based on the file type; filtering out files with matching formats from the user's uploaded files based on the file template, and renaming the filtered files to obtain certification files; The matching of the content and file name with the items in the reporting interface and filling the items in the corresponding item area in the reporting interface according to the matching result includes: if the item is an information item, calling a preset keyword matching tool, matching the corresponding information from the content with the information item as the matching object and filling the information in the corresponding item area in the reporting interface; if the item is a file item, obtaining a corresponding file template according to the file item, and switching the reporting interface to an upload interface corresponding to the file item; extracting a fixed control in the file template, and displaying the fixed control on the upload interface; selecting a corresponding file from the certification file according to the file name, and displaying the file under the fixed control for matching and identification; if the identification is consistent, adding the file to the area corresponding to the file item as an attachment; The method of generating a case file based on the filled-in reporting interface and sending it to the corresponding business system for exception handling allocation includes: solidifying the filled-in reporting interface to obtain an XML file; using a tabulation tool to align the contents of the rows and columns in the XML file, and drawing lines between the aligned rows and columns to obtain a table; extracting the contents in the table and the table boundaries to form a table file, and converting the table file into a file in an unchangeable format to obtain a case file; establishing a communication link between the reporting interface and the business system based on the Internet, and sending the case file out for exception handling allocation based on the communication link. 2. The method for reporting abnormal information according to claim 1, characterized in that before generating a case file based on the filled reporting interface and sending it to the corresponding business system for allocation of abnormal processing, it also includes: Retrieving the user's registration information from the background of the upload interface; Extracting ID card information and facial features from the registration information; Obtaining the identity document and the face image in the certification document, and matching the identity document with the ID card information, and matching the face image with the face features to obtain a matching result; If the matching result is consistent, a signature verification interface is generated, and after the signature verification is passed, a case file is generated based on the filled reporting interface and sent to the corresponding business system for exception handling; If the matching result is inconsistent, the user is prompted to re-upload the identity document and/or face image. 3. The method for reporting abnormal information according to claim 1 is characterized in that after extracting the contents in the table and the table boundary to form a table file and converting the table file into a file in an unchangeable format to obtain the case file, it also includes: Mark the processing status of the case file as pending, and add the case file to the transaction list; When a progress query triggered by the user on the reporting interface is received, each case file in the transaction list is displayed on the terminal in the form of a table chart. 4. A device for reporting abnormal information, characterized in that the device for reporting abnormal information comprises: A first acquisition module is used to acquire a record of the exception information to be processed and extract specific information from the record when an exception processing request triggered by a user on the terminal is detected; A determination module, used to determine a corresponding reporting type according to the specific information; A display module, used for scheduling a corresponding reporting interface based on the reporting type and displaying it on a user terminal; A second acquisition module is used to acquire the certification document uploaded by the user based on the reporting interface; A matching module, used to parse the content in the specific information and the file name of the certification document, and match the content and file name with the items in the reporting interface, and fill in the corresponding item area in the reporting interface according to the matching results; The generation module is used to generate case files based on the filled reporting interface and send them to the corresponding business system for exception handling allocation; The first acquisition module includes: a first acquisition unit, which is used to collect business data generated in real time in the business system and matching the information of the current user; an extraction unit, which is used to extract the operation behavior information corresponding to the business data, and detect whether the operation behavior information meets the operation behavior specification set by the current user in the business system; a push unit, which is used to generate an abnormal notification message based on the business data when detecting that the operation behavior specification is not met, and push it to the user's terminal through the Internet channel, wherein the abnormal notification message at least includes a link for abnormal processing; a detection unit, which is used to detect whether the user triggers the link; a reading unit, which is used to schedule the corresponding application based on the link when detecting that the link is triggered, and read the record of abnormal information through the application to extract specific information in the record; The second acquisition module includes: a second acquisition unit, used to collect the user's touch operation on the reporting interface; a type determination unit, used to determine the type of file to be uploaded based on the touch operation, wherein the file type includes identity documents, face images and declaration letters; a retrieval unit, used to retrieve the corresponding upload interface based on the touch operation, and display an upload prompt and a file template in the upload interface based on the file type; a screening unit, used to screen out files with matching formats from the user's uploaded files based on the file template, and rename the screened files to obtain certification files; The matching module includes: a first matching unit, which is used to call a preset keyword matching tool if the project is an information item, match the corresponding information from the content with the information item as the matching object and fill it into the corresponding project area in the reporting interface; a second matching unit, which is used to obtain the corresponding file template according to the file item if the project is a file item, and switch the reporting interface to the upload interface corresponding to the file item; extract the fixed control in the file template, and display the fixed control on the upload interface; select the corresponding file from the certification file according to the file name, and display it under the fixed control for matching and identification; if the identification is consistent, add the file as an attachment to the area corresponding to the file item; The generation module includes: a solidification unit, which is used to solidify the filled reporting interface to obtain an XML file; a drawing unit, which is used to use a tabulation tool to align the contents on the rows and columns in the XML file, and draw lines between the aligned rows and columns to obtain a table; a conversion unit, which is used to extract the contents in the table and the table boundaries to form a table file, and convert the table file into a file in an unchangeable format to obtain a case file; a sending unit, which is used to establish a communication link between the reporting interface and the business system based on the Internet, and send the case file based on the communication link for exception processing allocation. 5. A computer device, characterized in that the computer device comprises: a memory and at least one processor, wherein instructions are stored in the memory; The at least one processor calls the instruction in the memory so that the computer device executes each step of the method for reporting abnormal information as described in any one of claims 1 to 3. 6. A computer-readable storage medium having a computer program stored thereon, wherein when the computer program is executed by a processor, each step of the method for reporting abnormal information as described in any one of claims 1 to 3 is implemented.