CN-121981867-A - Self-help certificate handling equipment service method and system based on robot guidance

CN121981867ACN 121981867 ACN121981867 ACN 121981867ACN-121981867-A

Abstract

The application provides a self-help certificate handling equipment service method and system based on robot guidance, and belongs to the technical field of intelligent government affairs. The method comprises the steps of obtaining user certificate handling requirement information and associated characteristic data, generating a self-adaptive guiding path by combining a preset certificate handling knowledge graph, guiding a user to target self-service equipment by adopting an adaptable interaction mode, collecting equipment operation and user behavior data in real time, performing anomaly judgment, triggering a dynamic correction strategy, synchronizing full-flow data to a management system after the user finishes operation, calling a reinforcement learning model to extract characteristics, identifying node bottlenecks, generating an optimization scheme and updating the knowledge graph, and simultaneously pushing a subsequent service package by a service robot. The system comprises a service robot unit, a self-help certificate handling equipment unit, a management system unit and a data interaction unit, so that the intelligent, self-adaptive and continuous optimization of self-help certificate handling service is realized, and the certificate handling efficiency and the user experience are improved.

Inventors

CAO WANYU
LUO XIANGXIANG

Assignees

广州卓腾科技有限公司

Dates

Publication Date: 20260505
Application Date: 20260130

Claims (10)

1. The self-help certificate handling equipment service method based on robot guidance is characterized by comprising the following steps of: acquiring the certificate handling requirement information and associated characteristic data of a user; Based on a preset certificate handling knowledge graph, generating a self-adaptive guide path by combining the demand information and the associated characteristic data, wherein the self-adaptive guide path comprises dynamically adjusted operation guide nodes and verification nodes; Guiding a user to target self-service equipment through an adaptable interaction mode, and collecting equipment operation data and user behavior data in real time; performing abnormality judgment based on the equipment operation data and the user behavior data, and triggering a dynamic correction strategy if the abnormality judgment is performed, so as to adjust the self-adaptive guide path; After the user finishes the operation, confirming the certificate handling result and synchronizing the whole flow data to the management system to finish the service closed loop.
2. The robot-guided self-service evidence-handling device service method of claim 1, wherein the obtaining evidence-handling requirement information and associated feature data of the user includes: the service robot collects voice instructions, biological characteristics and certificate images of the user through the multi-mode sensing unit; and calling a feature fusion model to perform association analysis on the voice command, the biological feature and the certificate image, and generating a requirement information set containing user identity attributes, service types and historical handling records.
3. The robot-guided self-help transaction device service method of claim 1, further comprising, before generating the adaptive guidance path: The management system builds a matching degree evaluation model based on the real-time equipment state parameters and the user characteristic data, and screens out target self-service equipment with highest matching degree; the real-time equipment state parameters comprise functional integrity, current load and fault early warning level, and the user characteristic data comprise operation proficiency and special requirement identification.
4. The robot-based self-certification device service method of claim 1, wherein the adaptable interaction means comprises: the service robot dynamically adjusts the interaction mode combination based on the operation rhythm, the feedback response time length and the error rate in the user behavior data; the interactive mode combination comprises voice prompt, graphic guidance, tactile feedback and AR enhanced display; And when no response of the user to the current interaction mode combination is detected, automatically switching to the standby mode combination.
5. The robot-guided self-service transaction device service method of claim 1, wherein the anomaly determination and dynamic correction strategy comprises: comparing the time sequence of the user behavior data with a preset reference behavior sequence, and calculating the behavior deviation degree; if the deviation exceeds a threshold value or the equipment operation data shows an abnormal state, triggering a grading correction strategy according to the abnormal type; The hierarchical correction strategy comprises the steps of disassembly, remote assistance access and device switching guidance.
6. The robot-based self-service transaction device service method according to claim 1, wherein after the whole-flow data is synchronized to the management system, the method further comprises: The management system calls a reinforcement learning model to extract the characteristics of the whole flow data; identifying efficiency bottlenecks and error prone points of each node, generating a guide path optimization scheme and updating the guide path optimization scheme to a certificate-handling knowledge graph; the whole flow data comprises node time consumption, correction times and user feedback labels.
7. The robot-based self-certification device service method of claim 1, further comprising: the service robot is based on the certificate handling result and the user characteristic data; Matching subsequent service items from a preset service association library, and generating a service package containing an aging reminder, material supplement guide and an associated service entrance; pushing is carried out through a channel authorized by the user.
8. The robot-based self-certification device service method of claim 1, further comprising: The associated characteristic data also comprises material data pre-uploaded by the user terminal: When the service robot generates the demand information set, preprocessing and format verification are carried out on the pre-uploading material data, and the verification result is combined with the node setting of the self-adaptive guiding path, so that the on-site operation links are reduced.
9. Self-service certificate handling equipment service system based on robot guide, its characterized in that includes: The service robot unit is provided with a multi-mode sensing module and an interaction control module and is used for collecting user demand information and associated characteristic data and executing self-adaptive guiding paths and dynamic interaction; The self-help certificate handling equipment unit is used for receiving user operation and feeding back equipment operation data; the management system unit is used for storing the certificate handling knowledge graph and the reinforcement learning model, generating a self-adaptive guide path, and carrying out abnormality judgment, optimization and updating; the data interaction unit is used for realizing real-time data transmission and format conversion among the service robot unit, the self-help certificate handling equipment unit and the management system unit.
10. The self-help certificate handling equipment service system based on the robot guidance is characterized by further comprising a memory and a processor, wherein the memory comprises a program of the self-help certificate handling equipment service method based on the robot guidance, and the program of the self-help certificate handling equipment service method based on the robot guidance is executed by the processor to realize the following steps: acquiring the certificate handling requirement information and associated characteristic data of a user; Based on a preset certificate handling knowledge graph, generating a self-adaptive guide path by combining the demand information and the associated characteristic data, wherein the self-adaptive guide path comprises dynamically adjusted operation guide nodes and verification nodes; Guiding a user to target self-service equipment through an adaptable interaction mode, and collecting equipment operation data and user behavior data in real time; performing abnormality judgment based on the equipment operation data and the user behavior data, and triggering a dynamic correction strategy if the abnormality judgment is performed, so as to adjust the self-adaptive guide path; After the user finishes the operation, confirming the certificate handling result and synchronizing the whole flow data to the management system to finish the service closed loop.

Description

Self-help certificate handling equipment service method and system based on robot guidance Technical Field The application relates to the technical field of intelligent government affairs, in particular to a self-help certificate handling equipment service method and system based on robot guidance. Background Along with the intelligent development of government service, self-help certificate handling equipment is gradually popularized, but the traditional self-help certificate handling equipment has a plurality of technical pain points that firstly, the equipment guiding flow is fixed, the equipment guiding flow cannot be dynamically adjusted according to user requirements (such as certificate types and operation proficiency) and equipment states (such as load and fault early warning), handling interruption caused by mismatching of user operation and equipment functions is easy to occur, secondly, the interaction mode is single (mostly fixed screen prompting), the use habit of different users (such as old people and unskilled operators) is difficult to adapt, the user operation is blocked or lacks an effective response mechanism when no response is made, thirdly, the whole flow data does not form closed loop utilization, equipment operation data and user operation data are only used for single handling record, the guiding path cannot be optimized through data feedback, error-prone nodes and efficiency bottlenecks exist continuously in long-term use, and fourthly, the user needs to complete all operations such as material verification and information on site, the material uploading material simplification flow is not combined, and the follow-up service (such as time reminding and linking of associated service guide) is lacking after handling completion. The problems are caused by low service efficiency and poor user experience of the traditional self-help certificate handling equipment, and development requirements of convenience, high efficiency and intelligence of government service are difficult to meet. Therefore, a technical scheme capable of breaking the rigid limitation of the traditional self-help certificate handling service and realizing the intelligent adaptation and optimization of the whole process is needed. Disclosure of Invention The invention provides a self-help certificate handling equipment service method and a self-help certificate handling equipment service system based on robot guidance, and aims to solve the problem of rigidization and inefficiency of traditional self-help certificate handling service. The method comprises the steps of collecting user voice instructions, biological characteristics, certificate images and terminal pre-uploading material data through a multi-mode sensing unit of a service robot, calling a characteristic fusion model to generate a demand information set containing identity attributes, service types, historical records, constructing a matching degree evaluation model by a management system based on equipment real-time state parameters (functional integrity, load and fault early warning) and user characteristic data (operation proficiency and special requirements) before generating a self-adaptive guide path, screening optimal target self-service equipment, dynamically adjusting interaction mode combinations (voice, graph, touch and AR display) by the service robot according to data such as user operation rhythm and response time, switching standby modes when no response occurs, judging abnormality by comparing user behavior data with a reference sequence in the operation process, triggering step disassembly, remote assistance and other grading correction strategies, synchronizing whole-flow data to a management system after the operation is completed, calling a reinforced learning model to extract characteristics, identifying node bottlenecks and error points by the management system, generating an optimization scheme, updating a certificate knowledge map, and simultaneously matching follow-up service items with the user data based on the result of the certificate, and pushing service packages containing time-lapse reminding, material inlet and service package association. The corresponding system realizes the full-flow intellectualization of 'demand accurate identification-path dynamic adaptation-abnormal intelligent processing-data closed loop optimization-service extension connection' through the cooperation of the service robot unit, the self-help certificate handling equipment unit, the management system unit and the data interaction unit, obviously improves the suitability, the efficiency and the user experience of self-help certificate handling, and provides technical support for intelligent government service. The application provides a self-help certificate handling equipment service method based on robot guidance, which comprises the following steps: acquiring the certificate handling requirement information and associated characteristic data of