CN112348005A - Double-record auditing method and device, client equipment and storage medium - Google Patents
Double-record auditing method and device, client equipment and storage medium Download PDFInfo
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Abstract
The invention provides a double-record auditing method and device, client equipment and a storage medium, and relates to the technical field of data processing. The method comprises the following steps: obtain the two videos of recording that the camera was gathered, two videos of recording include: videos of customer service personnel and videos of client personnel; respectively identifying the video of the customer service staff and the video of the client staff to obtain the video characteristics of the customer service staff and the video characteristics of the client staff; auditing the video characteristics of the client personnel to obtain a video auditing result of the client personnel; and writing the video into a log system according to the video characteristics of the customer service staff, the video characteristics of the client staff, the video auditing result and the double-recording video. The double-recording video is identified to obtain the video characteristics of the customer service staff and the video characteristics of the client staff, the video characteristics of the client staff are automatically checked to obtain an audit result, and the audit result is automatically written into a log system, so that the audit result is more accurate, the audit efficiency is improved, and the waste of human resources is reduced.
Description
Technical Field
The invention relates to the technical field of data processing, in particular to a double-record auditing method and device, client equipment and a storage medium.
Background
For some financial services related to banking financial institutions, whole-course video recording is generally carried out, sales risks of financial products need to be prompted in videos, and the process of confirming transaction intentions of users is subjected to video recording so as to facilitate follow-up management, effectively protect rights and interests of consumers and promote disputes to be properly solved.
In the related technology, videos of business personnel and clients are recorded to form a double-recording video; and transmitting the double-recording video to a server, and auditing whether the double-recording video in the server is in compliance by a quality inspector.
However, in the related art, the quality testing personnel manually performs the verification on the double-recorded video in the server, so that the problem of inaccurate verification result is easily caused, the verification efficiency is also reduced, and unnecessary human resources are wasted.
Disclosure of Invention
The invention aims to provide a double-recording auditing method, a device, client equipment and a storage medium aiming at the defects in the prior art, so as to solve the problems that in the related art, quality inspectors manually audit double-recording videos in a server, the auditing result is easy to be inaccurate, the auditing efficiency is reduced, and unnecessary human resources are wasted.
In order to achieve the above purpose, the embodiment of the present invention adopts the following technical solutions:
in a first aspect, an embodiment of the present invention provides a double entry auditing method, including:
acquiring a double-recording video acquired by a camera, wherein the double-recording video comprises: videos of customer service personnel and videos of client personnel;
respectively identifying the video of the customer service staff and the video of the client staff to obtain the video characteristics of the customer service staff and the video characteristics of the client staff;
auditing the video characteristics of the client personnel to obtain a video auditing result of the client personnel;
and writing the video into a log system according to the video characteristics of the customer service staff, the video auditing result and the double-recording video.
Optionally, the video of the customer service staff includes: the worker card video of the customer service personnel and the face video of the customer service personnel;
the identifying the video of the customer service staff and the video of the client staff respectively to obtain the video characteristics of the customer service staff and the video characteristics of the client staff comprises the following steps:
identifying the work card video to obtain work card information of the customer service staff;
identifying the face video of the customer service personnel, and picking up the identified face image of the customer service personnel; the video features of the customer service personnel include: the work card information of the customer service staff and the face image of the customer service staff.
Optionally, the video of the client person includes: the face video of the client personnel and the identity card video of the client personnel;
the identifying the video of the customer service staff and the video of the client staff respectively to obtain the video characteristics of the customer service staff and the video characteristics of the client staff comprises the following steps:
carrying out face recognition on the face video of the client personnel, and picking up the recognized face image of the client personnel;
respectively carrying out face recognition and character recognition on the identity card video of the client personnel to obtain the face image of the identity card of the client personnel and the character information of the identity card of the client personnel;
the video features of the client person include: the face image of the client person, the face image of the identity card of the client person and the character information of the identity card of the client person.
Optionally, the auditing the video features of the client personnel to obtain the video auditing result of the client personnel includes:
checking whether the face image of the identity card of the client personnel is consistent with the face image of the client personnel to obtain a face checking result of the client personnel;
checking whether the date information in the identification card character information of the client personnel is valid or not to obtain an identification card checking result of the client personnel;
the video auditing result comprises: and the face audit result of the client personnel and the identity card audit result of the client personnel.
Optionally, the video of the customer service person further includes: the service data video displayed by the customer service staff;
the identifying the video of the customer service staff and the video of the client staff respectively to obtain the video characteristics of the customer service staff and the video characteristics of the client staff comprises the following steps:
performing character recognition on the service data video displayed by the customer service staff to obtain the name of the service data; the video features of the customer service personnel include: name of the business materials.
Optionally, the video of the client person further includes: an action video of the customer personnel;
the identifying the video of the customer service staff and the video of the client staff respectively to obtain the video characteristics of the customer service staff and the video characteristics of the client staff comprises the following steps:
identifying the action video of the client personnel and determining the action of the client personnel;
judging whether the action of the client personnel is a preset action or not;
if yes, acquiring a target area image in the action video of the client personnel; the video features of the client person include: the target area image.
Optionally, the method further includes:
acquiring double recorded audio collected by a microphone, wherein the double recorded audio comprises: the audio of the customer service personnel and the audio of the customer personnel;
respectively identifying the audio frequency of the customer service staff and the audio frequency of the client staff to obtain the audio frequency characteristics of the customer service staff and the audio frequency characteristics of the client staff;
respectively auditing the audio characteristics of the customer service personnel and the audio characteristics of the client personnel to obtain audio auditing results of the customer service personnel and the audio auditing results of the client personnel;
the writing log system according to the video characteristics of the customer service staff, the video auditing result and the double-recording video comprises:
and writing the double-recording video, the audio characteristics of the customer service staff, the audio verification result of the customer service staff and the double-recording audio into the log system.
Optionally, the audio of the customer service person includes: the voice audio of the customer service staff, and the audio characteristics of the customer service staff comprise: the voice keywords of the customer service personnel;
the respectively auditing the audio features of the customer service staff and the audio features of the client staff to obtain the audio auditing results of the customer service staff and the audio auditing results of the client staff comprises the following steps:
according to preset voice keywords, whether the voice keywords of the customer service staff violate rules or not is checked, and a voice checking result of the customer service staff is obtained; the audio auditing result of the customer service staff comprises the following steps: and the voice auditing result of the customer service staff.
Optionally, the audio of the client person includes: the voice audio of the customer personnel, the audio characteristics of the customer personnel comprising: semantic text of the customer personnel;
the respectively auditing the audio features of the customer service staff and the audio features of the client staff to obtain the audio auditing results of the customer service staff and the audio auditing results of the client staff comprises the following steps:
and auditing the semantic text of the client personnel to obtain a voice auditing result of the client personnel, wherein the audio auditing result of the client personnel comprises: and the voice auditing result of the client personnel.
Optionally, the writing into the log system according to the video features of the customer service staff, the video audit result, the double-recording video, the audio features of the customer service staff, the audio audit result of the customer service staff, and the double-recording audio includes:
converting the double recording audio into a double recording audio text;
inserting the double-recording audio text into the double-recording video to obtain the double-recording video with subtitles;
and writing the double-recording video with the subtitles into the log system according to preset log information.
Optionally, the method further includes:
and responding to the conversion operation aiming at the double-recording log in the log system to generate a double-recording report.
In a second aspect, an embodiment of the present invention further provides a double entry auditing apparatus, including:
the acquisition module is used for acquiring double-recording videos acquired by the camera, and the double-recording videos comprise: videos of customer service personnel and videos of client personnel;
the identification module is used for respectively identifying the video of the customer service staff and the video of the client staff to obtain the video characteristics of the customer service staff and the video characteristics of the client staff;
the auditing module is used for auditing the video characteristics of the client personnel to obtain the video auditing result of the client personnel;
and the writing module is used for writing the video into a log system according to the video characteristics of the customer service staff, the video auditing result and the double-recording video.
Optionally, the video of the customer service staff includes: the worker card video of the customer service personnel and the face video of the customer service personnel;
the identification module is used for identifying the work card video to obtain work card information of the customer service staff; identifying the face video of the customer service personnel, and picking up the identified face image of the customer service personnel; the video features of the customer service personnel include: the work card information of the customer service staff and the face image of the customer service staff.
Optionally, the video of the client person includes: the face video of the client personnel and the identity card video of the client personnel;
the identification module is used for carrying out face identification on the face video of the client personnel and picking out the identified face image of the client personnel; respectively carrying out face recognition and character recognition on the identity card video of the client personnel to obtain the face image of the identity card of the client personnel and the character information of the identity card of the client personnel; the video features of the client person include: the face image of the client person, the face image of the identity card of the client person and the character information of the identity card of the client person.
Optionally, the auditing module is further configured to audit whether the face image of the identity card of the client person is consistent with the face image of the client person, so as to obtain a face auditing result of the client person; checking whether the date information in the identification card character information of the client personnel is valid or not to obtain an identification card checking result of the client personnel; the video auditing result comprises: and the face audit result of the client personnel and the identity card audit result of the client personnel.
Optionally, the video of the customer service person further includes: the service data video displayed by the customer service staff;
the identification module is also used for carrying out character identification on the service data video displayed by the customer service staff to obtain the name of the service data; the video features of the customer service personnel include: name of the business materials.
Optionally, the video of the client person further includes: an action video of the customer personnel;
the identification module is further used for identifying the action video of the client personnel and determining the action of the client personnel; judging whether the action of the client personnel is a preset action or not; if yes, acquiring a target area image in the action video of the client personnel; the video features of the client person include: the target area image.
Optionally, the apparatus further comprises:
the first acquisition module is used for acquiring double recorded audio collected by a microphone, wherein the double recorded audio comprises: the audio of the customer service personnel and the audio of the customer personnel;
the first identification module is used for respectively identifying the audio frequency of the customer service personnel and the audio frequency of the client personnel to obtain the audio frequency characteristics of the customer service personnel and the audio frequency characteristics of the client personnel;
the first auditing module is used for auditing the audio characteristics of the customer service personnel and the audio characteristics of the client personnel respectively to obtain audio auditing results of the customer service personnel and the audio auditing results of the client personnel;
the writing module is further configured to write the log system according to the video features of the customer service staff, the video features of the client staff, the video auditing result, the double-recording video, the audio features of the customer service staff, the audio features of the client staff, the audio auditing result of the customer service staff, the audio auditing result of the client staff, and the double-recording audio.
Optionally, the audio of the customer service person includes: the voice audio of the customer service staff, and the audio characteristics of the customer service staff comprise: the voice keywords of the customer service personnel;
the first auditing module is also used for auditing whether the voice keyword of the customer service staff violates the rule or not according to a preset voice keyword to obtain a voice auditing result of the customer service staff; the audio auditing result of the customer service staff comprises the following steps: and the voice auditing result of the customer service staff.
Optionally, the audio of the client person includes: the voice audio of the customer personnel, the audio characteristics of the customer personnel comprising: semantic text of the customer personnel;
the first auditing module is further configured to audit the semantic text of the client staff to obtain a voice auditing result of the client staff, where the audio auditing result of the client staff includes: and the voice auditing result of the client personnel.
Optionally, the writing module is further configured to convert the dual audio recording into a dual audio recording text; inserting the double-recording audio text into the double-recording video to obtain the double-recording video with subtitles; and writing the double-recording video with the subtitles into the log system according to preset log information.
Optionally, the apparatus further comprises:
and the generating module is used for responding to the conversion operation aiming at the double-recording log in the log system and generating a double-recording report.
In a third aspect, an embodiment of the present invention further provides a client device, including: a memory and a processor, wherein the memory stores a computer program executable by the processor, and the processor implements the double-record auditing method according to any one of the first aspect when executing the computer program.
In a fourth aspect, an embodiment of the present invention further provides a storage medium, where a computer program is stored on the storage medium, and when the computer program is read and executed, the dual-recording auditing method according to any one of the above first aspects is implemented.
The invention has the beneficial effects that: the embodiment of the invention provides a double-record auditing method, which comprises the following steps: obtain the two videos of recording that the camera was gathered, two videos of recording include: videos of customer service personnel and videos of client personnel; respectively identifying the video of the customer service staff and the video of the client staff to obtain the video characteristics of the customer service staff and the video characteristics of the client staff; auditing the video characteristics of the client personnel to obtain a video auditing result of the client personnel; and writing the video into a log system according to the video characteristics of the customer service staff, the video characteristics of the client staff, the video auditing result and the double-recording video. The double-recording video is identified to obtain the video characteristics of the customer service staff and the video characteristics of the client staff, the video characteristics of the client staff are automatically checked to obtain an audit result, the audit result is automatically written into a log system, manual audit is not needed, the audit result is more accurate, the audit efficiency is improved, and the waste of human resources is reduced.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings needed to be used in the embodiments will be briefly described below, it should be understood that the following drawings only illustrate some embodiments of the present invention and therefore should not be considered as limiting the scope, and for those skilled in the art, other related drawings can be obtained according to the drawings without inventive efforts.
Fig. 1 is a schematic flow chart of a double-record auditing method according to an embodiment of the present invention;
fig. 2 is a schematic flow chart of a double-record auditing method according to an embodiment of the present invention;
fig. 3 is a schematic flow chart of a double-record auditing method according to an embodiment of the present invention;
fig. 4 is a schematic flowchart of a double-record auditing method according to an embodiment of the present invention;
fig. 5 is a schematic flowchart of a double-record auditing method according to an embodiment of the present invention;
fig. 6 is a schematic flowchart of a double-record auditing method according to an embodiment of the present invention;
fig. 7 is a schematic structural diagram of a dual-record auditing apparatus according to an embodiment of the present invention;
fig. 8 is a schematic structural diagram of a client device according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present invention clearer, 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 some, but not all, embodiments of the present invention.
Thus, the following detailed description of the embodiments of the present application, presented in the accompanying drawings, is not intended to limit the scope of the claimed application, but is merely representative of selected embodiments of the application. 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 application.
In the description of the present application, it should be noted that if the terms "upper", "lower", etc. are used for indicating the orientation or positional relationship based on the orientation or positional relationship shown in the drawings or the orientation or positional relationship which is usually arranged when the product of the application is used, the description is only for convenience of describing the application and simplifying the description, but the indication or suggestion that the referred device or element must have a specific orientation, be constructed in a specific orientation and operation, and thus, cannot be understood as the limitation of the application.
Furthermore, the terms "first," "second," and the like in the description and in the claims, as well as in the drawings, are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used is interchangeable under appropriate circumstances such that the embodiments of the invention described herein are capable of operation in sequences other than those illustrated or described herein. Furthermore, the terms "comprises," "comprising," and "having," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed, but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.
It should be noted that the features of the embodiments of the present application may be combined with each other without conflict.
Aiming at the problem that in the related art, quality testing personnel manually check the double-recording video in the server, the checking result is not accurate easily, the checking efficiency is reduced, and unnecessary human resources are wasted. The embodiment of the application provides a double-record auditing method, which comprises the following steps: obtain the two videos of recording that the camera was gathered, two videos of recording include: videos of customer service personnel and videos of client personnel; respectively identifying the video of the customer service staff and the video of the client staff to obtain the video characteristics of the customer service staff and the video characteristics of the client staff; auditing the video characteristics of the client personnel to obtain a video auditing result of the client personnel; and writing the video into a log system according to the video characteristics of the customer service staff, the video characteristics of the client staff, the video auditing result and the double-recording video. The double-recording video is identified to obtain the video characteristics of the customer service staff and the video characteristics of the client staff, the video characteristics of the client staff are automatically checked to obtain an audit result, the audit result is automatically written into a log system, manual audit is not needed, the audit result is more accurate, the audit efficiency is improved, and the waste of human resources is reduced.
The embodiment of the present application provides a double entry auditing method, where an execution subject may be a client device, for example, the client device may be a tablet computer, a desktop computer, a notebook computer, or a smart phone, and may also be other types of devices having a processing function, and the method is not limited in this embodiment of the present application. In a possible application scenario, the client device may be disposed inside a financial institution, and the customer service staff and the client staff may also be located inside the financial institution, and the client device may collect and process audio and video of the customer service staff and the client staff. The following explains the double-record auditing method provided by the embodiment of the application by taking the client device as an execution subject.
Fig. 1 is a schematic flow chart of a double-record auditing method according to an embodiment of the present invention, and as shown in fig. 1, the method may include:
and S101, acquiring a double-recording video acquired by a camera.
Wherein, the double-recording video can comprise: a video of customer service personnel, and a video of customer personnel.
It should be noted that the camera may be a camera arranged on the client device, or may also be a camera externally connected to the client device, which is not specifically limited in the embodiment of the present application.
In some embodiments, the video of the customer service personnel and the video of the customer personnel may include: images of the customer service personnel and the customer personnel themselves, and/or images of items displayed or involved by the customer service personnel and the customer personnel for a pre-set service.
S102, identifying the video of the customer service staff and the video of the client staff respectively to obtain the video characteristics of the customer service staff and the video characteristics of the client staff.
In the embodiment of the application, the client device can respectively identify the video of the customer service staff and the video of the customer staff by adopting a preset video identification model; the video of the customer service staff and the video of the client staff can be respectively identified by adopting a preset video identification algorithm, and the video of the customer service staff and the video of the client staff can also be respectively identified by adopting a mode, which is not specifically limited by the embodiment of the application.
It should be noted that the client device may obtain the double-recording video in real time through the camera, and then may identify the double-recording video in real time to obtain the video features of the customer service staff and the video features of the customer staff. Of course, the double-recorded video may also be identified after the double-recorded video is recorded, which is not specifically limited in the embodiment of the present application.
And S103, auditing the video characteristics of the client personnel to obtain a video auditing result of the client personnel.
Wherein the video audit result of the client person can be used for indicating whether the video of the client person is in compliance.
In the embodiment of the application, when the client device identifies the double-recording video in real time to obtain the video characteristics of the customer service staff and the video characteristics of the client staff, then the client device can check the video characteristics of the client staff in real time to obtain the video checking result of the client staff, and when the video checking result indicates that the video of the client staff is not in compliance, the client device can stop recording the double-recording video.
And S104, writing the video into a log system according to the video characteristics of the customer service staff, the video characteristics of the client staff, the video auditing result and the double-recording video.
Wherein the logging system can be deployed on a client device.
In a possible implementation manner, the client device may generate a log according to the video characteristics of the customer service staff, the video auditing result, and the double-recording video, and write the log into a log system, so as to store the log on the client device.
Of course, the log system may be deployed on a server, the server is in communication connection with the client device, and the client device may also write the generated log into the log system on the server, which is not limited in this embodiment of the present application.
In summary, an embodiment of the present invention provides a double entry auditing method, where the method includes: obtain the two videos of recording that the camera was gathered, two videos of recording include: videos of customer service personnel and videos of client personnel; respectively identifying the video of the customer service staff and the video of the client staff to obtain the video characteristics of the customer service staff and the video characteristics of the client staff; auditing the video characteristics of the client personnel to obtain a video auditing result of the client personnel; and writing the video into a log system according to the video characteristics of the customer service staff, the video characteristics of the client staff, the video auditing result and the double-recording video. The double-recording video is identified to obtain the video characteristics of the customer service staff and the video characteristics of the client staff, the video characteristics of the client staff are automatically checked to obtain an audit result, the audit result is automatically written into a log system, manual audit is not needed, the audit result is more accurate, the audit efficiency is improved, and the waste of human resources is reduced.
Optionally, the video of the customer service personnel includes: the worker card video of the customer service staff and the face video of the customer service staff.
Fig. 2 is a schematic flow chart of a double-record auditing method according to an embodiment of the present invention, and as shown in fig. 2, the process of identifying the video of the customer service staff and the video of the customer staff in S102 to obtain the video characteristics of the customer service staff and the video characteristics of the customer staff may include:
s201, identifying the worker card video to obtain worker card information of the customer service staff.
Wherein, the customer service personnel can wear worker's tablet, then obtain the video of the customer service personnel in the two video recordings of camera collection can include: and (5) a worker card video of the customer service staff.
Additionally, the card information may include a combination of at least one of the following: name information, job number information, department of affiliation information, job level information, and the like.
S202, identifying the face video of the customer service staff and picking up the identified face image of the customer service staff.
Wherein, the video characteristics of the customer service personnel can include: the worker card information of the customer service staff and the face image of the customer service staff.
In some embodiments, the client device may detect whether the face video of the customer service person is clear; and when the definition is determined, identifying the face video of the customer service personnel to obtain the face image of the customer service personnel, and picking the identified face image of the customer service personnel from the face video of the customer service personnel.
The process of S104 may include writing the worker card information of the customer service staff and the face image of the customer service staff into the log system.
Optionally, the video of the client person may include: the face video of the client personnel and the identity card video of the client personnel.
Fig. 3 is a schematic flow chart of a double-record auditing method according to an embodiment of the present invention, and as shown in fig. 3, the process of identifying the video of the customer service staff and the video of the customer staff in S102 to obtain the video characteristics of the customer service staff and the video characteristics of the customer staff may include:
s301, carrying out face recognition on the face video of the client personnel, and picking out the face image of the recognized client personnel.
In some embodiments, the client device may detect whether the video of the face of the client person is clear; when the definition is determined, the face video of the client personnel is identified to obtain the face image of the client personnel, and the identified face image of the client personnel is extracted from the face video of the client personnel.
S302, face recognition and character recognition are respectively carried out on the identity card video of the client personnel to obtain the identity card face image of the client personnel and the identity card character information of the client personnel.
The video features of the client person may include: the face image of the client personnel, the face image of the identity card of the client personnel and the character information of the identity card of the client personnel.
It should be noted that the client device may perform face recognition on the identification card video first, and then perform character recognition on the identification card video; or character recognition can be performed on the identity card video firstly, and then face recognition is performed on the identity card video; the face recognition and the character recognition can be simultaneously performed on the identification card video, and the embodiment of the application does not specifically limit the face recognition and the character recognition.
In practical applications, the identification card character information of the client person may include: a combination of at least one of the following information: name information, gender information, date of birth information, address information, and date information.
Optionally, fig. 4 is a schematic flow chart of a double-record auditing method according to an embodiment of the present invention, and as shown in fig. 4, the process of auditing the video features of the client person in S103 to obtain the video auditing result of the client person may include:
s401, checking whether the identity card face image of the client personnel is consistent with the face image of the client personnel, and obtaining a face checking result of the client personnel.
The face auditing result of the client personnel is used for representing whether the identity card face image of the client personnel is consistent with the face image of the client personnel.
S402, whether the date information in the identification card character information of the client personnel is valid is checked, and the identification card checking result of the client personnel is obtained.
Wherein, the video audit result includes: the face audit result of the client personnel and the identity card audit result of the client personnel. The process of S104 may include writing the face audit result of the client person and the identity card audit result of the client person into a log system.
In addition, the date information can be valid date information of the identity card, and the identity card auditing result is used for representing whether the identity card of the client personnel is valid or not.
In the embodiment of the application, when the face auditing result of the client personnel indicates that the identity card face image of the client personnel is inconsistent with the face image of the client personnel, or the video auditing result indicates that the identity card of the client personnel is invalid; it may be determined that the video review by the customer personnel failed.
Optionally, the video of the customer service person may further include: service data videos displayed by customer service personnel;
the process of respectively identifying the video of the customer service staff and the video of the client staff in the step S102 to obtain the video characteristics of the customer service staff and the video characteristics of the client staff may include:
and performing character recognition on the service data video displayed by the customer service personnel to obtain the name of the service data.
Wherein, the video characteristics of the customer service personnel can include: name of the business materials.
It should be noted that in the double recording process, the customer service staff needs to display the service data, and the client device may obtain the service data video displayed by the customer service staff through the camera. The process of S104 may include: and writing the name of the service data into a log system.
Optionally, the video of the client person further includes: action video of client personnel;
fig. 5 is a schematic flow chart of a double-record auditing method according to an embodiment of the present invention, and as shown in fig. 5, the process of identifying the video of the customer service staff and the video of the customer staff in S102 to obtain the video characteristics of the customer service staff and the video characteristics of the customer staff may include:
s501, identifying the action video of the client personnel and determining the action of the client personnel.
The action video of the client personnel can comprise: at least one frame of continuous motion image.
And S502, judging whether the action of the client personnel is a preset action.
And S503, if so, acquiring a target area image in the action video of the client personnel.
The video features of the client person may include: a target area image.
In a possible implementation manner, the preset action may be a preset signature action, the client device may determine whether the action of the client person is the preset signature action, and when it is determined that the action of the client person is the preset signature action, the client device may obtain a target area image from an action video of the client person, where the target area image may be a signature area image, and the signature area image may include signature handwriting.
The process of S104 may include: writing the signature area image to a journal system.
Optionally, fig. 6 is a schematic flow chart of a double-record auditing method provided in an embodiment of the present invention, and as shown in fig. 6, the method may further include:
s601, acquiring double recorded audio collected by a microphone.
Wherein, two recorded audio can include: the audio of the customer service personnel, and the audio of the customer personnel.
It should be noted that the microphone may be a microphone arranged on the client device, or may be a microphone externally connected to the client device, which is not specifically limited in the embodiment of the present application.
S602, respectively identifying the audio frequency of the customer service staff and the audio frequency of the client staff to obtain the audio frequency characteristics of the customer service staff and the audio frequency characteristics of the client staff.
In the embodiment of the application, the client device can respectively identify the audio of the customer service personnel and the audio of the customer service personnel by adopting a preset audio identification model; the audio of the customer service personnel and the audio of the customer service personnel can be respectively identified by adopting a preset audio identification algorithm, and the audio of the customer service personnel can be respectively identified by adopting a mode.
S603, the audio features of the customer service staff and the audio features of the client staff are respectively checked to obtain the audio checking result of the customer service staff and the audio checking result of the client staff.
In some embodiments, when the client device identifies the dual recorded audio in real time to obtain the audio features of the customer service staff and the audio features of the client staff, then the client device may perform auditing in real time to obtain an audio auditing result, and when the audio auditing result indicates that the audio of the client staff or the customer service staff is not in compliance, the client device may stop recording the dual recorded audio and the dual recorded video.
The process of writing into the log system according to the video characteristics of the customer service staff, the video characteristics of the customer staff, the video audit result, and the double-recording video in S104 may include:
s604, writing the video data into a log system according to the video characteristics of the customer service staff, the video auditing result, the double-recording video, the audio characteristics of the customer service staff, the audio auditing result of the customer service staff and the double-recording audio.
Optionally, the audio of the customer service person includes: the voice audio of the customer service personnel, and the audio characteristics of the customer service personnel comprise: and voice keywords of customer service personnel.
Wherein, the process of S602 may include: and identifying the voice audio of the customer service staff to obtain the voice keywords of the customer service staff.
The process of respectively auditing the audio features of the customer service staff and the audio features of the client staff to obtain the audio auditing results of the customer service staff and the audio auditing results of the client staff in the above S603 may include:
and checking whether the voice keyword of the customer service staff violates the rule or not according to the preset voice keyword to obtain a voice checking result of the customer service staff.
The audio auditing result of the customer service staff can include: and voice auditing results of customer service personnel.
In addition, the preset voice keywords corresponding to different services may be different, for example, the preset voice keywords may include: "book keeping", "interest keeping", "benefit keeping", etc.
In some embodiments, the client device may determine whether the preset voice keywords include the voice keywords of the customer service staff, so as to obtain a voice verification result of the customer service staff; and if the voice auditing result of the customer service staff indicates that the preset voice keywords contain the voice keywords of the customer service staff, determining that the audio auditing of the customer service staff is not passed.
Optionally, the audio of the client person includes: the voice audio of the customer personnel, the audio characteristics of the customer personnel include: semantic text of customer personnel.
Wherein, the process of S602 may include: and identifying the voice audio of the client personnel to obtain the semantic text of the client personnel.
The process of respectively auditing the audio features of the customer service staff and the audio features of the client staff to obtain the audio auditing results of the customer service staff and the audio auditing results of the client staff in the above S603 may include:
and auditing the semantic text of the client personnel to obtain a voice auditing result of the client personnel.
In some embodiments, after the customer service staff introduces the service data, the customer staff needs to perform voice confirmation to confirm agreement or disagreement, when the client device performs the semantic text audit on the customer staff, if the semantic text of the customer staff indicates agreement, the voice audit result of the customer staff indicates that the voice audit of the customer staff passes, and if the semantic text of the customer staff indicates disagreement, the voice audit result of the customer staff indicates that the voice audit of the customer staff does not pass.
Optionally, the log system is written according to the video features of the customer service staff, the video auditing result, the double-recording video, the audio features of the customer service staff, the audio auditing result of the customer service staff and the double-recording audio, and includes:
converting the double recording audio into a double recording audio text; inserting the double-recording audio text into the double-recording video to obtain the double-recording video with subtitles; and writing the double-recording video with the subtitles into a log system according to preset log information.
Wherein the preset log information may include a combination of at least one of the following information: transaction date information, service name information, transaction affiliated unit information and website information. In addition, the client device can also generate a unique identifier of each double-logging log, and write the unique identifier of the double-logging log and the double-logging log into a log system.
In one possible embodiment, a plurality of double logs may be included in the log system, for example, unique identifiers of the plurality of double logs may be displayed; the target double logging can be viewed in response to a selection operation directed to the unique identifier of the target double logging. For example, a double-recording video with subtitles, a video feature, an audio feature, a video audit result, an audio audit result, a double-recording audio playing and the like in the target double-recording log can be displayed.
In addition, management operation can be carried out on a plurality of double-logging logs in the log system.
Optionally, the method further comprises:
and responding to the conversion operation aiming at the double-recording log in the log system to generate a double-recording report.
And generating a double-recording report corresponding to the double-recording log in response to the conversion operation of the conversion control aiming at the double-recording log.
In one possible embodiment, the bibliographic report may include a combination of at least one of the following: the name of the customer service staff and the customer staff, the worker card information of the customer service staff, the identification card information of the customer staff, the unique identification of audio, the unique identification of video, the serial number of transaction business, the name of business data, the transaction date information, the information of the unit to which the transaction belongs, the compliance of double-recording video, the violation summary of double-recording video, the signature action of the customer staff, the action of displaying the business data by the customer service staff, the detection result of whether the customer service staff and the customer staff are in the same frame all the time, the voice verification result of the customer staff and the voice verification result of the customer service staff.
Specific implementation processes and technical effects of the double-record auditing device, the client device, the storage medium, and the like for executing the double-record auditing method provided by the present application are described below with reference to relevant contents of the double-record auditing method, and are not described in detail below.
Moreover, the log system is automatically written in, so that customer service staff are prevented from filling the log system by themselves, the waste of human resources is reduced, the whole process is free of sensing monitoring, the user staff experience is improved, and the smoothness of service handling is improved. The double-recording video and other related data are automatically stored to form a log system which can be inquired, reviewed and analyzed, and the log can be converted into a report form by one key, so that the time of double-recording quality inspection is saved, and the working efficiency is improved.
Fig. 7 is a schematic structural diagram of a dual-record auditing apparatus according to an embodiment of the present invention, and as shown in fig. 7, the apparatus includes:
the obtaining module 701 is configured to obtain a double-recording video collected by a camera, where the double-recording video includes: videos of customer service personnel and videos of client personnel;
the identification module 702 is configured to identify a video of a customer service person and a video of a client person respectively to obtain a video feature of the customer service person and a video feature of the client person;
the auditing module 703 is used for auditing the video characteristics of the client personnel to obtain the video auditing result of the client personnel;
and a writing module 704 for writing the video into the log system according to the video characteristics of the customer service staff, the video characteristics of the customer staff, the video auditing result and the double-recording video.
Optionally, the video of the customer service personnel includes: a worker card video of the customer service personnel and a face video of the customer service personnel;
the identification module 702 is used for identifying the work card video to obtain the work card information of the customer service staff; identifying the face video of the customer service personnel, and picking up the identified face image of the customer service personnel; the video features of the customer service personnel include: the worker card information of the customer service staff and the face image of the customer service staff.
Optionally, the video of the client person includes: the method comprises the steps that a face video of a client person and an identity card video of the client person are obtained;
the identification module 702 is used for performing face identification on the face video of the client personnel and picking out the identified face image of the client personnel; respectively carrying out face recognition and character recognition on the identity card video of the client personnel to obtain the identity card face image of the client personnel and the identity card character information of the client personnel; the video features of the client personnel include: the face image of the client personnel, the face image of the identity card of the client personnel and the character information of the identity card of the client personnel.
Optionally, the auditing module 703 is further configured to audit whether the identity card face image of the client person is consistent with the face image of the client person, so as to obtain a face auditing result of the client person; whether the date information in the identification card character information of the client personnel is valid or not is audited to obtain the identification card audit result of the client personnel; the video auditing result comprises: the face audit result of the client personnel and the identity card audit result of the client personnel.
Optionally, the video of the customer service person further includes: service data videos displayed by customer service personnel;
the identification module 702 is further configured to perform character identification on the service data video displayed by the customer service staff to obtain a name of the service data; the video features of the customer service personnel include: name of the business materials.
Optionally, the video of the client person further includes: action video of client personnel;
the identification module 702 is further configured to identify the action video of the client person and determine an action of the client person; judging whether the action of the client personnel is a preset action or not; if yes, acquiring a target area image in the action video of the client personnel; the video features of the client personnel include: a target area image.
Optionally, the apparatus further comprises:
the first module of acquireing for acquireing the two recorded audio frequencies of microphone collection, two recorded audio frequencies include: the audio frequency of the customer service personnel and the audio frequency of the client personnel;
the first identification module is used for respectively identifying the audio frequency of the customer service staff and the audio frequency of the client staff to obtain the audio frequency characteristics of the customer service staff and the audio frequency characteristics of the client staff;
the first auditing module is used for auditing the audio characteristics of the customer service personnel and the audio characteristics of the client personnel respectively to obtain the audio auditing results of the customer service personnel and the audio auditing results of the client personnel;
the writing module 704 is further configured to write the log system according to the video features of the customer service staff, the video audit result, the double-recording video, the audio features of the customer service staff, the audio audit result of the customer service staff, and the double-recording audio.
Optionally, the audio of the customer service person includes: the voice audio of the customer service personnel, and the audio characteristics of the customer service personnel comprise: voice keywords of customer service personnel;
the first auditing module is also used for auditing whether the voice keyword of the customer service staff violates the rule or not according to the preset voice keyword to obtain the voice auditing result of the customer service staff; the audio auditing result of the customer service personnel comprises the following steps: and voice auditing results of customer service personnel.
Optionally, the audio of the client person includes: the voice audio of the customer personnel, the audio characteristics of the customer personnel include: semantic text of the customer personnel;
the first auditing module is also used for auditing the semantic text of the client personnel to obtain a voice auditing result of the client personnel, and the audio auditing result of the client personnel comprises: and (5) voice auditing results of client personnel.
Optionally, the writing module 704 is further configured to convert the dual audio recording into a dual audio recording text; inserting the double-recording audio text into the double-recording video to obtain the double-recording video with subtitles; and writing the double-recording video with the subtitles into a log system according to preset log information.
Optionally, the apparatus further comprises:
and the generating module is used for responding to the conversion operation aiming at the double-recording log in the log system and generating a double-recording report.
The above-mentioned apparatus is used for executing the method provided by the foregoing embodiment, and the implementation principle and technical effect are similar, which are not described herein again.
These above modules may be one or more integrated circuits configured to implement the above methods, such as: one or more Application Specific Integrated Circuits (ASICs), or one or more microprocessors (DSPs), or one or more Field Programmable Gate Arrays (FPGAs), among others. For another example, when one of the above modules is implemented in the form of a Processing element scheduler code, the Processing element may be a general-purpose processor, such as a Central Processing Unit (CPU) or other processor capable of calling program code. For another example, these modules may be integrated together and implemented in the form of a system-on-a-chip (SOC).
Fig. 8 is a schematic structural diagram of a client device according to an embodiment of the present invention, where the client device may include: a processor 801 and a memory 802.
The memory 802 is used for storing programs, and the processor 801 calls the programs stored in the memory 802 to execute the above-mentioned method embodiments. The specific implementation and technical effects are similar, and are not described herein again.
Optionally, the invention also provides a program product, for example a computer-readable storage medium, comprising a program which, when being executed by a processor, is adapted to carry out the above-mentioned method embodiments.
In the embodiments provided in the present invention, it should be understood that the disclosed apparatus and method may be implemented in other ways. For example, the above-described apparatus embodiments are merely illustrative, and for example, the division of the units is only one logical division, and other divisions may be realized in practice, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form.
The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, functional units in the embodiments of the present invention may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, or in a form of hardware plus a software functional unit.
The integrated unit implemented in the form of a software functional unit may be stored in a computer readable storage medium. The software functional unit is stored in a storage medium and includes several instructions to enable a computer device (which may be a personal computer, a server, or a network device) or a processor (processor) to execute some steps of the methods according to the embodiments of the present invention. And the aforementioned storage medium includes: a U disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes.
The above is only a preferred embodiment of the present invention, and is not intended to limit the present invention, and various modifications and changes will occur to those skilled in the art. Any modification, equivalent replacement, or improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.
Claims (14)
1. A double record auditing method is characterized by comprising the following steps:
acquiring a double-recording video acquired by a camera, wherein the double-recording video comprises: videos of customer service personnel and videos of client personnel;
respectively identifying the video of the customer service staff and the video of the client staff to obtain the video characteristics of the customer service staff and the video characteristics of the client staff;
auditing the video characteristics of the client personnel to obtain a video auditing result of the client personnel;
and writing the video into a log system according to the video characteristics of the customer service staff, the video auditing result and the double-recording video.
2. The method of claim 1, wherein the video of the customer service person comprises: the worker card video of the customer service personnel and the face video of the customer service personnel;
the identifying the video of the customer service staff and the video of the client staff respectively to obtain the video characteristics of the customer service staff and the video characteristics of the client staff comprises the following steps:
identifying the work card video to obtain work card information of the customer service staff;
identifying the face video of the customer service personnel, and picking up the identified face image of the customer service personnel; the video features of the customer service personnel include: the work card information of the customer service staff and the face image of the customer service staff.
3. The method of claim 1, wherein the video of the customer person comprises: the face video of the client personnel and the identity card video of the client personnel;
the identifying the video of the customer service staff and the video of the client staff respectively to obtain the video characteristics of the customer service staff and the video characteristics of the client staff comprises the following steps:
carrying out face recognition on the face video of the client personnel, and picking up the recognized face image of the client personnel;
respectively carrying out face recognition and character recognition on the identity card video of the client personnel to obtain the face image of the identity card of the client personnel and the character information of the identity card of the client personnel;
the video features of the client person include: the face image of the client person, the face image of the identity card of the client person and the character information of the identity card of the client person.
4. The method of claim 3, wherein the reviewing the video characteristics of the client person to obtain the video review result of the client person comprises:
checking whether the face image of the identity card of the client personnel is consistent with the face image of the client personnel to obtain a face checking result of the client personnel;
checking whether the date information in the identification card character information of the client personnel is valid or not to obtain an identification card checking result of the client personnel;
the video auditing result comprises: and the face audit result of the client personnel and the identity card audit result of the client personnel.
5. The method of claim 1, wherein the video of the customer service person further comprises: the service data video displayed by the customer service staff;
the identifying the video of the customer service staff and the video of the client staff respectively to obtain the video characteristics of the customer service staff and the video characteristics of the client staff comprises the following steps:
performing character recognition on the service data video displayed by the customer service staff to obtain the name of the service data; the video features of the customer service personnel include: name of the business materials.
6. The method of claim 1, wherein the video of the customer person further comprises: an action video of the customer personnel;
the identifying the video of the customer service staff and the video of the client staff respectively to obtain the video characteristics of the customer service staff and the video characteristics of the client staff comprises the following steps:
identifying the action video of the client personnel and determining the action of the client personnel;
judging whether the action of the client personnel is a preset action or not;
if yes, acquiring a target area image in the action video of the client personnel; the video features of the client person include: the target area image.
7. The method of claim 1, wherein the method further comprises:
acquiring double recorded audio collected by a microphone, wherein the double recorded audio comprises: the audio of the customer service personnel and the audio of the customer personnel;
respectively identifying the audio frequency of the customer service staff and the audio frequency of the client staff to obtain the audio frequency characteristics of the customer service staff and the audio frequency characteristics of the client staff;
respectively auditing the audio characteristics of the customer service personnel and the audio characteristics of the client personnel to obtain audio auditing results of the customer service personnel and the audio auditing results of the client personnel;
the writing log system according to the video characteristics of the customer service staff, the video auditing result and the double-recording video comprises:
and writing the double-recording video, the audio characteristics of the customer service staff, the audio verification result of the customer service staff and the double-recording audio into the log system.
8. The method of claim 7, wherein the audio of the customer service person comprises: the voice audio of the customer service staff, and the audio characteristics of the customer service staff comprise: the voice keywords of the customer service personnel;
the respectively auditing the audio features of the customer service staff and the audio features of the client staff to obtain the audio auditing results of the customer service staff and the audio auditing results of the client staff comprises the following steps:
according to preset voice keywords, whether the voice keywords of the customer service staff violate rules or not is checked, and a voice checking result of the customer service staff is obtained; the audio auditing result of the customer service staff comprises the following steps: and the voice auditing result of the customer service staff.
9. The method of claim 7, wherein the audio of the customer person comprises: the voice audio of the customer personnel, the audio characteristics of the customer personnel comprising: semantic text of the customer personnel;
the respectively auditing the audio features of the customer service staff and the audio features of the client staff to obtain the audio auditing results of the customer service staff and the audio auditing results of the client staff comprises the following steps:
and auditing the semantic text of the client personnel to obtain a voice auditing result of the client personnel, wherein the audio auditing result of the client personnel comprises: and the voice auditing result of the client personnel.
10. The method of claim 7, wherein said writing to said log system based on said customer service personnel's video characteristics, said video review results, said double recorded video, said customer service personnel's audio characteristics, said customer service personnel's audio review results, and said double recorded audio comprises:
converting the double recording audio into a double recording audio text;
inserting the double-recording audio text into the double-recording video to obtain the double-recording video with subtitles;
and writing the double-recording video with the subtitles into the log system according to preset log information.
11. The method of any one of claims 1-10, wherein the method further comprises:
and responding to the conversion operation aiming at the double-recording log in the log system to generate a double-recording report.
12. A double-record auditing device, comprising:
the acquisition module is used for acquiring double-recording videos acquired by the camera, and the double-recording videos comprise: videos of customer service personnel and videos of client personnel;
the identification module is used for respectively identifying the video of the customer service staff and the video of the client staff to obtain the video characteristics of the customer service staff and the video characteristics of the client staff;
the auditing module is used for auditing the video characteristics of the client personnel to obtain the video auditing result of the client personnel;
and the writing module is used for writing the video into a log system according to the video characteristics of the customer service staff, the video auditing result and the double-recording video.
13. A client device, comprising: a memory storing a computer program executable by the processor, and a processor implementing the dual audit method of any one of claims 1-11 when executing the computer program.
14. A storage medium, wherein a computer program is stored on the storage medium, and when the computer program is read and executed, the method of double-record auditing according to any one of claims 1-11 is implemented.
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Application publication date: 20210209 |