CN108650428B

CN108650428B - Case complaint report processing method and system and application device

Info

Publication number: CN108650428B
Application number: CN201810368380.2A
Authority: CN
Inventors: 袁景山; 梁志明; 陈凤杰; 黄扬
Original assignee: Guizhou Xiaoai Robot Technology Co ltd; Shanghai Xiaoi Robot Technology Co Ltd
Current assignee: Guizhou Xiaoai Robot Technology Co ltd; Shanghai Xiaoi Robot Technology Co Ltd
Priority date: 2018-04-23
Filing date: 2018-04-23
Publication date: 2021-01-29
Anticipated expiration: 2038-04-23
Also published as: CN108650428A

Abstract

A case complaint report processing method, a system and an application device are provided, wherein the processing method comprises the following steps: extracting case identification, identification of a case party and identification of a moderator, and establishing a modulation and demodulation group for real-time communication, wherein the identification of the case party and the moderator in the modulation and demodulation group is generated virtually; the party carries out self-help mediation through an interaction mode provided by the mediation group; the moderator joins in time and supervises the mediation; recording the mediation process in the whole process. By adopting the scheme, the case dispute resolution efficiency can be improved, the individual privacy is protected, and the fairness and the legal effectiveness of case complaint reporting processing are ensured.

Description

Case complaint report processing method and system and application device

Technical Field

The embodiment of the invention relates to the technical field of communication, in particular to a case complaint report processing method, a case complaint report processing system and an application device.

Background

The popularization of the internet and the rapid development of electronic commerce lead to that a plurality of electronic transactions solve disputes in an online mode. Moreover, the online dispute resolution mechanism is also extended to be applied to other types of dispute resolution processes except for the electronic transaction dispute due to the unique privacy protection and technical advantages.

The current online complaint reporting and mediation of disputes can avoid the road running when the parties solve disputes, save the cost of the parties and solve disputes relatively efficiently and conveniently. However, there are still problems of difficulty in mediation and low mediation efficiency due to differences in regions and scheduling problems.

Disclosure of Invention

The embodiment of the invention provides a case complaint report processing method, a case complaint report processing system and an application device, and aims to improve dispute resolution efficiency.

The embodiment of the invention provides a case complaint report processing method, which comprises the following steps: extracting case identification, identification of a case party and identification of a moderator, and establishing a modulation and demodulation group for real-time communication, wherein the identification of the case party and the moderator in the modulation and demodulation group is generated virtually; the party carries out self-help mediation through an interaction mode provided by the mediation group; the moderator joins in time and supervises the mediation; recording the mediation process in the whole process.

Optionally, the demodulation group is a hidden number call conference call group.

Optionally, the extracting case identifiers, the identifiers of the case party and the moderator, and establishing a mediation set of real-time communication includes: extracting the case identification, the telephone numbers of the party and the moderator, generating virtual telephone numbers bound with the telephone numbers of the party and the moderator respectively, and establishing a modulation and demodulation group, wherein the virtual telephone numbers of the party and the moderator are displayed in the modulation and demodulation group.

Optionally, the self-mediation by the party through the interaction manner provided by the mediation group includes: when a virtual telephone dialed by any party is received and the input case identification is received, the other party is switched to carry out the hidden number conversation, and disputes are self-mediated through the telephone.

Optionally, the moderator joins in due time and moderates mediation, including: when a signal that a preset key is triggered is received in the communication process of the party, a moderator is invited to join the teleconference, and the mediation is carried out through the teleconference.

Optionally, the demodulation group is an instant messaging online chat room.

Optionally, the self-mediation by the party through the interaction manner provided by the mediation group includes: and the parties log in the chat room, communicate through the chat room and perform self-help mediation.

Optionally, the communicating through the chat room includes: and the chat room is used for communicating in an online communication mode of at least one of characters, voice and video, and provides at least one type of information transmission of pictures, expressions and attachments.

Optionally, the mediation group member further comprises a robot, the method further comprising: in the mediation process, the intelligent robot hosts and supervises case mediation, and answers the law and regulation consultation of the parties according to a pre-trained knowledge base.

Optionally, the moderator joins in due time and moderates mediation, including: and transmitting the mediation record to a mediator in real time, and allowing the mediator to timely select and join according to the situation and host mediation.

Further, the method may further include: and according to the input current case information, calculating the similarity with the current case by using a historical data calculation model generated according to historical case data, sequencing according to the similarity, and outputting the recommended similar case.

Optionally, generating the historical data calculation model from historical case data includes: according to the field of 'complaint reporting specific problems' of historical case data, after special characters and stop words are removed, word segmentation is carried out to generate a dictionary and a vector corpus, and the dictionary is stored; inputting the vector corpus to generate a tfidf value vector, and calculating a potential semantic index model according to the tfidf value vector and a dictionary; establishing an index file according to the potential semantic index model; and outputting the index file and the model file.

Further, the method may further include: when detecting that the user needs to perform shunting operation, calculating a corresponding level of a recommending department according to address information, a current department and shunting type information which are input by the user and a pre-established index mechanism; according to the address information currently input by the user, the weight proportion of the conforming levels is improved, and the weight is calculated according to the keywords of the conforming levels; and outputting the recommended departments corresponding to the cases according to the weight sequence.

The embodiment of the invention provides a case complaint report processing system, which comprises: the system comprises an establishing unit, a real-time communication module and a real-time communication module, wherein the establishing unit is suitable for extracting case identification, identification of a case party and identification of a moderator, and establishing a demodulation group of real-time communication, and the identification of the party and the moderator in the demodulation group are generated virtually; the self-help mediation unit is suitable for providing an interactive mode for the party to carry out self-help mediation; the moderator adjusting unit is suitable for providing an interactive mode for a moderator to join the adjusting group, and the moderator can moderate the adjusting group; and the recording unit is suitable for recording the mediation process in the whole process.

Optionally, the establishing unit is adapted to extract the case identifier, the telephone numbers of the party and the moderator, generate virtual telephone numbers bound to the telephone numbers of the party and the moderator, respectively, and establish an interpretation group in which the virtual telephone numbers of the party and the moderator are displayed.

Optionally, the self-help mediation unit is adapted to forward the party of the other party to perform the hidden number conversation and mediate the dispute through the telephone when receiving the virtual telephone dialed by any party and receiving the input case identifier.

Optionally, the moderator is adapted to invite a moderator to join the teleconference and mediate through the teleconference when a signal that a preset key is triggered is received during the conversation of the party.

Optionally, the tuning group is an instant messaging online chat room, and the chat room provides at least one online communication mode of text, voice and video for communication and is suitable for transmitting at least one type of information: pictures, expressions, accessories.

Further, the mediation group member may further include an intelligent robot adapted to host and supervise case mediation during mediation, and to answer the legal and legal consultation of the party according to a pre-trained knowledge base.

Optionally, the moderator is adapted to transmit the moderator record to the moderator in real time, so that the moderator can timely select joining according to the situation, and moderator can moderate the situation.

Further, the system may further include: and the similar case recommending unit is suitable for calculating the similarity with the current case by utilizing a historical data calculation model generated according to the historical case data according to the input current case information, sequencing according to the similarity and outputting the recommended similar case data.

Optionally, the system may further comprise: the model generation unit is suitable for generating a dictionary and a vector corpus by word segmentation and storing the dictionary after removing special characters and stop words according to the field of 'complaint report specific problems' of historical case data; inputting the vector corpus to generate a tfidf value vector, and calculating a potential semantic index model according to the tfidf value vector and a dictionary; establishing an index file according to the potential semantic index model; and outputting the index file and the model file.

Optionally, the system may further comprise: the intelligent case dispatching unit is suitable for calculating the corresponding level of the recommending department according to the address information, the current department and the shunting type information which are input by the user and the pre-established index mechanism when the situation that the user needs to carry out shunting operation is detected; according to the address information currently input by the user, the weight proportion of the conforming levels is improved, and the weight is calculated according to the keywords of the conforming levels; and outputting the recommended departments according to the weight high-low order.

The embodiment of the present invention further provides an application apparatus, which includes a memory and a processor, where the memory stores computer instructions executable on the processor, and the processor executes the steps of the case complaint report processing method when executing the computer instructions.

By adopting the case complaint report processing scheme in the embodiment of the invention, a regulation and resolution group is established by extracting case identification, identification of the case party and a regulator, and case regulation is realized by an interaction mode provided by the regulation and resolution group, so that the problems of difficult regulation and low regulation efficiency caused by region difference and time arrangement problems can be avoided, and dispute regulation efficiency is improved; moreover, because the identifications of the party and the moderator in the mediation group are generated virtually, the personal privacy of the party and the moderator can be protected, and unnecessary disturbance outside a case is avoided; meanwhile, the recorded mediation process in the whole process can be used for subsequent checking and can be used as a proof of subsequent disputes, so that the fairness and the legal effectiveness of case complaint reporting treatment can be ensured.

Optionally, by establishing the hidden number conversation teleconference group, the party can perform self-service mediation in a hidden number conversation mode, the hidden number conversation can protect the privacy of the party, and self-service mediation is tried under the condition that no mediator participates, so that the time of the mediator can be saved.

Furthermore, when self-service mediation is invalid, parties invite a mediator to join by triggering the preset keys, and mediation is performed in a multi-party teleconference mode, so that region differences can be avoided, and dispute resolution efficiency is improved.

Optionally, the mediation group is an instant messaging online chat room, the parties can communicate by logging in the chat room, self-mediation is performed, because the identities of the parties and the mediator in the instant messaging chat room are both generated virtually, privacy of the parties can be effectively protected, self-mediation is attempted under the condition that the mediator does not participate, and time of the mediator can be saved.

Furthermore, because the chat room can communicate through at least one online communication mode of characters, voice, video and the like, and the chat room provides at least one type of information transmission of pictures, expressions, attachments and the like, the meaning representation of the party can be fully transmitted, and corresponding fact evidence data can be transmitted, so that the online dispute resolution efficiency can be improved.

Furthermore, in the mediation process, the intelligent robot assists in hosting and supervising case mediation, and answers the law and regulation consultation of the party, so that the workload of the mediator can be greatly reduced, the knowledge blind area of the party on the law and regulation is eliminated, and the effective mediation of disputes is promoted.

Furthermore, the mediation record is transmitted to a mediator in real time, the mediator can timely select to join according to the case condition, and the mediator supervises the mediation, so that the defects of the robot can be overcome, and the parties are effectively guided to solve the disputes.

Furthermore, according to the input current case information, the similarity between the current case and the historical data is calculated by using a historical data calculation model generated according to the historical case data, the recommended similar case data is output according to the similarity sequence for the user to refer to, the intelligent case matching is realized, the problems that the user searches and compares the cases with time and labor are wasted are avoided, and the user experience is improved.

Further, when it is detected that the user needs to perform the splitting operation, the corresponding hierarchy of the recommending department is calculated according to the address information, the current department and the splitting type information which are input by the user and a pre-established index mechanism, then the weight proportion conforming to the hierarchy is increased according to the address information input by the user, the weight is calculated according to the keywords conforming to the hierarchy, and the recommending department is output according to the weight sequence, so that the user can be assisted in assigning the case, the time consumed by the user operation is reduced, and the working efficiency of the user is increased.

Drawings

FIG. 1 is a flowchart of a case complaint report processing method according to an embodiment of the present invention;

FIG. 2 is a flow chart of another case complaint report processing method according to an embodiment of the present invention;

FIG. 3 is a flowchart of a method for intelligently adapting to cases according to an embodiment of the present invention;

FIG. 4 is a flowchart illustrating an intelligent case assigning method according to an embodiment of the present invention;

FIG. 5 is a schematic structural diagram of a case complaint report processing system according to an embodiment of the present invention;

FIG. 6 is a schematic diagram of an alternative case complaint report processing system in accordance with an embodiment of the present invention;

fig. 7 is a schematic structural diagram of another case complaint report processing system according to an embodiment of the present invention.

Detailed Description

As mentioned above, for case complaints report, in order to reduce the road wave of the party and save the time of the party, the on-line case can be established at present. However, for on-line dispute resolution, a moderator needs to communicate with both parties respectively, and due to the problems of region difference and time arrangement, the resolution is difficult and the resolution efficiency is low.

In order to solve the above problems, embodiments of the present invention provide a case complaint report processing method, where a mediation group for real-time communication is established, and then a party can perform self-service mediation in an interactive manner provided by the mediation group, and a mediator can join in time, host mediation, and record a mediation process in the whole process. Therefore, the problems of difficult mediation and low mediation efficiency caused by regional difference and time arrangement problems can be avoided, and dispute mediation efficiency is improved; moreover, the identifications of the parties and the moderator in the mediation group are generated virtually, so that the personal privacy of the parties and the moderator can be protected, and unnecessary disturbance outside a case is avoided; the recorded mediation process in the whole process can be used for subsequent checking and can be used as a proof of subsequent disputes, so that the fairness and the legal effectiveness of case complaint reporting processing can be ensured.

In a specific implementation, a tuning group can be established by extracting case identifications, identifications of case parties and a moderator.

It should be noted that the case parties include the claiming party and the claiming party, or include the original notice and the defending party, and may also include a third party. Any party may be an individual, or may also be an enterprise or other group or organization, and there may be one or more individuals, and the case dispute may be a consumption dispute, and may also be another type of dispute. For example, the case dispute may be a 12315 consumption dispute.

In particular implementations, the mediation group to implement communications may be a hidden number call conference call group, an instant messaging online chat room, or other types of real-time communication groups.

In order to make the aforementioned objects, features and advantages of the embodiments of the present invention more comprehensible, specific embodiments accompanied with figures are described in detail below.

The embodiment of the invention provides a complaint report processing method, which is characterized in that a telephone conference group with hidden number communication is established, parties joining the telephone conference group and all parties and a moderator can carry out multi-party real-time communication in a telephone conference mode, and the hidden number communication is beneficial to protecting the privacy of all parties.

With reference to the flowchart of the case complaint report processing method shown in fig. 1, the following detailed description is made by specific steps:

and S11, establishing a hidden number call conference call group.

In a specific implementation, the case identification, the telephone numbers of the party and the moderator can be extracted from the case information, virtual telephone numbers bound with the telephone numbers of the party and the moderator respectively are generated, and an adjusting group is established, wherein the virtual telephone numbers of the party and the moderator are displayed in the adjusting group.

In the specific implementation, the method can be implemented in the form of a special Application (APP), or an applet embedded in other applications, or a client, or a plug-in embedded in a webpage, and the like. For example, a telephone conference with a cryptable number call is established through an application.

For the 12315 consumption dispute case, the application can extract the telephone numbers of the consumer, the merchant and the moderator through the complaint or complaint reporting information, generate the virtual telephone numbers corresponding to the respective actual telephone numbers, and bind the respective actual telephone numbers with the virtual telephone numbers, so that the hidden number call and the telephone conference can be established.

And S12, when receiving the virtual phone dialed by any party and the case identification input, switching to the other party to carry out hidden number communication and carry out self-help mediation on disputes through the phone.

For example, for a consumer and a merchant, any one of the parties dials a virtual telephone of the other party, and then a case number is input, so that the other party can be switched to carry out a hidden number call, and disputes are mediated through telephone communication.

By establishing the hidden number conversation teleconference group, the parties can perform self-help mediation in a hidden number conversation mode, the hidden number conversation can protect the privacy of the parties, self-help mediation is tried under the condition that no mediator participates, and the time of the mediator can be saved.

And S13, when the signal that the preset key is triggered is received in the conversation process of the party, inviting the moderator to join the teleconference, and carrying out mediation through the teleconference.

If the party self-mediation is unsuccessful, a moderator can be invited to join the teleconference, mediated by the moderator. For example, if any party presses a preset "1" key during the conversation of the parties, the application will join the moderator in the teleconference and mediate through the teleconference.

When the self-help mediation is invalid, the parties invite the mediator to join by triggering the preset keys, and the mediation is performed in the form of a multi-party teleconference, so that the region difference can be avoided, and the dispute resolution efficiency is improved.

And S14, recording the mediation process in the whole process.

In the process of call mediation through the hidden number, the application can automatically record the call process so as to facilitate subsequent check, and can be used as an evidence for dispute handling, so that the fairness and the legal effectiveness of case complaint reporting handling can be ensured.

It should be noted that, the order described in the foregoing steps does not indicate the order of actual execution, for example, step S14 is executed in real time in the background.

It can be understood that the actual execution of the above steps is completed by the cooperative processing of the whole case complaint report processing system, which includes a mobile phone or other communication terminal suitable for the input and communication of the party and the moderator, a server or cloud for performing call forwarding and recording in the background, and a communication device for realizing the function of hidden number virtual communication.

The embodiment of the invention provides another case complaint report processing method, by establishing an instant communication online chat room, a party logging in the chat room can be self-mediated through the function of the chat room, and a moderator can also opt to join in the chat according to the case progress condition for mediation.

In addition, in order to reduce the workload of the parties and the moderator, in the specific implementation, the intelligent robot can assist in hosting and supervising case mediation and answer the legal and legal consultation of the parties.

The following describes in detail the specific steps with reference to a flowchart of a case complaint report processing method shown in fig. 2.

And S21, creating the instant messaging account and the chat room.

When a case complaint report is made on the line, the party can provide own instant messaging identification, such as an instant messaging account can be immediately registered or a registered instant messaging account can be provided.

In a specific implementation, an instant messaging account can be created according to case information, for example, a case number can be identified as an identifier of a chat room, and a party and a moderator can be added into the case chat room by extracting the instant messaging account registered by the party and the moderator.

In particular implementations, the intelligent robot may also be added to a case chat room.

In the specific implementation, the method can be implemented in the form of a special Application (APP), or an applet embedded in other applications, or a client, or a plug-in embedded in a webpage, and the like. For example, an instant messaging account and a chat room bound with the instant messaging account are established through an application. The account number of the chat room is bound with the virtual account number of case mediation participants such as parties, mediators and the like. And each participant opens the APP on a communication terminal, logs in through the account and the password of the participant in the chat room, and then can perform communication interaction in the chat room.

And S22, the party logs in the chat room, communicates through the chat room and self-mediates.

In a specific implementation, the chat room may provide an online communication manner for communication according to needs, for example, the communication may be performed through any one or more communication manners of text, voice, video, and the like.

In order to fully convey the meaning expression of the party and improve the online dispute resolution efficiency, the chat room can also provide at least one type of information transmission path of pictures, expressions, attachment transmission and the like.

And S23, in the mediation process, the robot hosts and supervises case mediation, and answers the law and regulation consultation of the party according to the pre-trained knowledge base.

In a specific implementation, the communication function of the chat room can be completely mediated by the parties in advance, or the mediation can be performed under the supervision and the host of the intelligent robot.

For example, the intelligent robot may send out a welcome message when a certain party enters the chat room, and may notify the other party by short message, telephone, or the like when the certain party is not present. Such as by "the consumer has entered the case chat room, please enter as soon as possible" or similar terms inform the corresponding merchant to enter the chat room as soon as possible. After both parties enter the chat room, only the robot can push the specific case situation of the case to the chat room, so that the two parties can obtain a corresponding solution after knowing the situation, for example, the merchant agrees to the goods return of the consumer, and the self-help mediation is successful.

In specific implementation, the intelligent robot can also intelligently recognize the chat content of the party in real time and perform corresponding feedback. For example, when a party is detected to speak a dirty word, a reminder statement is output: if the repeated reminding is invalid, the language forbidden signal is triggered, so that the corresponding party can not input the language forbidden signal, and the normal communication order in the chat room is maintained.

In the mediation process, the intelligent robot can also push corresponding knowledge according to the knowledge base to answer the law and regulation consultation of the party so as to eliminate the knowledge blind area of the party on the law and regulation or reply similar cases for the reference of the two parties.

And S24, transmitting the mediation record to a mediator in real time, and allowing the mediator to timely select and join according to the situation and host mediation.

In particular implementations, if a party self-mediation is ineffective, or if a successful mediation is difficult to achieve with an auxiliary moderator of the intelligent robot, the moderator can join the chat room to mediate. In order to enable the moderator to timely join in the mediation and save the time of the moderator as much as possible, the mediation record can be transmitted to the moderator in real time, so that the moderator can know the change of the case at any time and choose to join in the case.

And S25, recording the mediation process.

In specific implementation, all chat records can be recorded and saved by the application so as to be convenient for subsequent viewing and can be used as evidence for dispute handling, thereby ensuring the fairness and legal effectiveness of case complaint reporting handling.

And S26, closing the instant messaging chat room after the mediation is finished.

In order to save communication resources, after the debugging is finished, the instant messaging account corresponding to the chat room can be closed.

It should be noted that, the order described in the foregoing steps does not indicate the order of actual execution, for example, step S25 is executed in real time in the background.

It can be understood that the actual execution of the above steps is completed by the cooperative processing of the whole case complaint report processing system, which includes a mobile phone or other communication terminal suitable for the input and communication of the party and the moderator, a server or cloud end for pushing and recording the short message in the background, and a communication device for realizing instant communication.

In the case complaint reporting process, similar cases are sometimes required to be queried in order to promote the current case to be solved fairly, reasonably and efficiently. However, at present, users basically perform massive inquiry and manual comparison on the internet, which consumes a lot of time and energy of the users, and has high requirements on the storage of inquiry skills and legal knowledge.

In order to avoid the problem that a user searches and compares the cases with time and labor, the embodiment of the invention provides an intelligent case matching method.

Referring to the flowchart of the method for intelligently adapting cases in the case complaint reporting process shown in fig. 3, the following detailed description is made through specific steps.

And S31, generating a dictionary and a vector corpus according to the historical case data and storing the dictionary.

For example, for the 12315 consumption case, after removing special characters and stop words according to the field of "report specific questions" of the historical case data, the word segmentation is performed to generate dictionary and vector corpus and save the dictionary and index file. Stop words are words that have no practical meaning, such as "what" is meant "," what "or the like.

For example, two complaint questions entered were "food is overdue and cannot be eaten, merchant does not claim", "newly bought shoes are worn out a day, merchant does not claim", stop words are removed, and a vector of two documents obtained after word segmentation is expressed as [ [ [ 'food', 'overdue', 'cannot', 'eat', 'merchant', 'no claim', ], [ 'newly bought', 'shoe', 'use', 'one day', 'just', 'bad', 'merchant', 'not claim' ] ], and a bag of words consisting of all words is calculated as { 'food': 0 is overdue ':1,' cannot ':2,' eat ':3,' merchant ':4,' not claim ':5,' newly bought ':6,' shoe ':7,' use ':8,' one day ':9,' just 10 'bad': 11 }; the document vector can be represented by the id of the bag of words, [ [ (0,1), (1,1), (2,1), (3,1), (4,1), (5,1) ], [ (4,1), (5,1), (6,1), (7,1), (8,1), (9,1), (10,1), (11,1) ] ], wherein the preceding number represents the id of the word, the following number represents the number of times the word appears in the document, and the order of the occurrences of the vectors in the document is sorted by id. Specifically, the first document is represented by [ (0,1), (1,1), (2,1), (3,1), (4,1), (5,1) ] [ ("food", 1), ("expired", 1), ("unable", 1), ("food", 1), ("merchant", 1), ("indemnity", 1) ], and the second document is represented by [ (4,1), (5,1), (6,1), (7,1), (8,1), (9,1), (10,1), (11,1) ] [ ("merchant", 1), ("indemnity", 1), ("new purchase", 1), ("shoe", 1), ("use", 1), ("day", 1), ("just", 1), ("bad", 1) ], as in the first document [ (0,1), (1,1), (2,1), in (3,1), (4,1), (5,1) ], (4,1) represents that the word with id 4, i.e. "merchant" appears once in the document.

S32, an LSI model is generated from the corpus vector, and an LSI model file and an index file created based on the LSI model are output.

Inputting the document vector generated in step S31 generates a tfidf value vector, and outputting the tfidf value vector ([ [ (0,0.5), (1,0.5), (2,0.5), (3,0.5) ], [ (6,0.4082482904638631), (7,0.4082482904638631), (8,0.4082482904638631), (9,0.4082482904638631), (10,0.4082482904638631), (11,0.4082482904638631) ] ]), wherein if each tfidf value vector is represented by (x, y), x represents id of a word, and y represents tfidf value of a word whose id is x. And calculating a potential Semantic index (LSI) model according to the tfidf value and the dictionary. And an index file is established according to the LSI model, so that the cosine similarity is convenient to calculate. And outputting the index file and the model file.

And S33, reading the generated LSI model file, dictionary and index file, calculating the similarity according to the detailed information of the current case, sequencing according to the similarity, and outputting the recommended similar case.

In a specific implementation, the history cases with the similarity greater than the preset threshold can be output in the order of similarity from high to low.

In specific implementation, the similar cases intelligently adapted by the method can be intelligently adapted when receiving information such as case information keywords input by a user, and then directly push recommendation results to the user, and the user can be a case dispute party such as a consumer and a merchant, a moderator for mediating the case, or an intelligent robot in the embodiment, and is pushed to a chat group by the intelligent robot.

In the case complaint reporting process, the treating staff of the relevant department faces a large number of cases daily, and the cases need to be shunted and assigned to the treating staff of the corresponding department, such as a moderator. At present, the manual selection is basically performed by a person sending a case, and the manual selection is usually distributed to county departments, which is time-consuming.

To solve the problem, an embodiment of the present invention provides an intelligent case order dispatching method, and reference is made to a flow chart of the intelligent case order dispatching method shown in fig. 4, which includes the following specific steps:

s41, when detecting that the user needs to carry out the shunting operation, calculating the corresponding level of the recommending department according to the address information, the current department and the shunting type information which are input by the user and a pre-established index mechanism;

how the indexing mechanism is built is described first below: and extracting a lower-level receiving department corresponding to the current department and the shunting type according to the geographic nouns, the stop words and the historical data, and establishing an index mechanism. In which stop words are words having no practical meaning, such as "the", "have", etc.

For example: has a piece of historical data of

{

The 'diversion department' comprises 'the business bureau of Guiyang city',

"split type": split down ",

the receiving department comprises the market supervision and management bureau of the mountain and lake region in Guiyang city,

"Address" of mountain lake region of Guiyang city, Guizhou province "

And searching whether the database is shunted downwards, wherein a shunting department is a market administration of Guiyang city, and a receiving department is an index of a market supervision and management office of mountain and lake areas of Guiyang city. If so, updating the index word weight of the address, namely adding 1 to the word weight of the lake region in the mountains and mountains, and defaulting to 0 in Guizhou province Guiyang city, wherein no weight is assigned to help; if no index exists, the index is added, and the term in the lake region of the sightseeing mountains is added into the index term of the index and the weight is 1.

S42, according to the address information input by the user at present, the weight proportion of the conforming levels is improved, and the weight is calculated according to the keywords of the conforming levels;

and S43, outputting the recommended departments corresponding to the cases according to the weight sequence.

When a user needs to perform shunting operation, information such as address information, a current department, shunting types and the like input by the user is obtained, corresponding levels (the levels are city, district/county, town/county/street and the like) of a recommending department are calculated firstly, then, according to the address information input by the user, the weight proportion conforming to the levels is improved (because the assignment is downward assigned according to the levels, if the city is assigned to the county, the weights of county-level keywords in the address are increased greatly, and accurate recommendation is guaranteed), and then, the weights are calculated according to the keywords conforming to the levels. The higher weight ranks ahead. To improve accuracy.

Since departments handling complaints and reporting disputes have considerable stationarity and the specific responsible personnel have greater mobility, case assignments are only sent to department level rather than to individuals in the embodiments of the present invention.

The method for intelligently adapting the cases and the intelligent case dispatching method can be applied to the case complaint reporting processing process.

In order that those skilled in the art will better understand and realize the present invention, a case complaint report processing system corresponding to the above-described embodiments will be described in detail with reference to the accompanying drawings.

Referring to fig. 5, which is a schematic structural diagram of a case complaint report processing system according to an embodiment of the present invention, a case complaint report processing system 50 according to an embodiment of the present invention may include:

the establishing unit 51 is suitable for extracting case identification, identification of the case party and the moderator, and establishing a modulation and demodulation group, wherein the identification of the party and the moderator in the modulation and demodulation group is generated virtually;

a self-help mediation unit 52 adapted to provide an interactive mode for the party to perform self-help mediation;

the moderator mediation unit 53 is suitable for providing an interactive mode for moderator to join the mediation group, so that the moderator can moderate;

a recording unit 54 adapted to record the mediation process all the way.

By adopting the complaint report processing system, a regulation and resolution group is established by extracting case identification, identification of the case party and a moderator, and case regulation is realized by an interaction mode provided by the regulation and resolution group, so that the problems of difficult regulation and low regulation efficiency caused by region difference and time arrangement can be avoided, and dispute regulation efficiency is improved; moreover, because the identifications of the party and the moderator in the mediation group are generated virtually, the personal privacy of the party and the moderator can be protected, and unnecessary disturbance outside a case is avoided; meanwhile, the recorded mediation process in the whole process can be used for subsequent checking and can be used as a proof of subsequent disputes, so that the fairness and the legal effectiveness of case complaint reporting treatment can be ensured.

In a particular implementation, the mediation group may be a hidden number call conference call group. The party can be self-mediated by a hidden number conversation mode, the privacy of the party can be protected by the hidden number conversation, self-mediation is tried under the condition that no mediator participates, and the time of the mediator can be saved.

In a specific implementation, the establishing unit 51 is adapted to extract the case identifier, the telephone numbers of the party and the mediator, generate virtual telephone numbers bound to the telephone numbers of the party and the mediator, respectively, and establish an invoking and resolving group in which the virtual telephone numbers of the party and the mediator are displayed.

In a specific implementation, the self-help mediation unit 52 is adapted to forward the other party to have the hidden number call when receiving the virtual phone dialed by any party and receiving the input case identifier, and mediate disputes through the phone.

In a specific implementation, the moderator mediating unit 53 is adapted to invite a moderator to join the teleconference and mediate through the teleconference when a signal that a preset key is triggered is received during the conversation of the party. When the self-help mediation is invalid, the parties invite the mediator to join by triggering the preset keys, and the mediation is performed in the form of a multi-party teleconference, so that the region difference can be avoided, and the dispute resolution efficiency is improved.

In a specific implementation, the mediation group may be an instant messaging online chat room, and the chat room provides at least one of text, voice and video for communication in an online communication manner, and is adapted to transmit at least one of the following types of information: pictures, expressions, accessories.

In a specific implementation, the mediation team members may also include a robot adapted to host and supervise case mediation during mediation, and to answer the legal and legal consultations of parties according to a pre-trained knowledge base. In the mediation process, the intelligent robot assists in hosting and supervising case mediation, and answers the law and regulation consultation of the party, so that the workload of a moderator can be greatly reduced, and the knowledge blind area of the party on the law and regulation is eliminated, thereby promoting the effective mediation of disputes.

In specific implementation, the moderator is suitable for transmitting moderator records to the moderator in real time, so that the moderator can timely select joining according to the situation and moderator can moderate the conditions. The mediation record is transmitted to the moderator in real time, the moderator can timely select to join according to the case condition, and the moderator supervises mediation, so that the defects of the robot can be overcome, and the parties are effectively guided to solve disputes.

Referring to the case complaint report processing system shown in fig. 6, an embodiment of the present invention provides another case complaint report processing system, where the case complaint report processing system 60 includes: the similar case recommending unit 61 is adapted to output the recommended similar case data by using a historical data calculation model generated from the historical case data according to the input current case information. By adopting the case complaint report processing system, intelligent adaptation cases can be realized, the problem that a user searches and compares the cases with time and labor is avoided, and the user experience is improved.

In particular implementations, as shown in fig. 6, the case complaint report processing system 60 can further include: the model generation unit 62 is adapted to generate a dictionary and a vector corpus by word segmentation and save the dictionary after removing special characters and stop words according to the field of the 'complaint report specific problem' of the historical case data; inputting the vector corpus to generate a tfidf value vector, and calculating an LSI model according to the tfidf value vector and a dictionary; establishing an index file according to the LSI model; and outputting the index file and the model file.

Through the model generating unit 62 included in the case complaint report processing system, the model can be regenerated and updated according to the newly occurred case, so that the accuracy and real-time performance of the recommended similar cases are maintained, and effective reference is provided for users.

Referring to the case complaint report processing system shown in fig. 7, another case complaint report processing system 70 according to the embodiment of the present invention is different from the case complaint report processing system shown in fig. 5 in that the case complaint report processing system according to the embodiment includes: the intelligent case assigning unit 71 is suitable for calculating the corresponding level of the recommended department according to the address information, the current department and the shunting type information which are input by the user and according to a pre-established index mechanism when the situation that the user needs to carry out shunting operation is detected; according to the address information currently input by the user, the weight proportion of the conforming levels is improved, and the weight is calculated according to the keywords of the conforming levels; and outputting the recommended departments according to the weight high-low order. By adopting the case complaint report processing system, a user can be assisted to send cases, the time consumed by user operation is reduced, and the working efficiency of the user is improved.

It will be appreciated that the case complaint report processing systems shown in fig. 6 and 7 can be integrated for use, and can also be integrated with the case complaint report processing system shown in fig. 5 separately or together to solve various problems occurring during the case complaint report process.

The embodiment of the present invention further provides an application apparatus, which includes a memory and a processor, where the memory stores computer instructions executable on the processor, and the processor executes the steps of the case complaint report processing method according to the above embodiment when executing the computer instructions.

Although the present invention is disclosed above, the present invention is not limited thereto. Various changes and modifications may be effected therein by one skilled in the art without departing from the spirit and scope of the invention as defined in the appended claims.

Claims

1. A case complaint report processing method is characterized by comprising the following steps:

when the fact that the shunting operation is needed is detected, calculating corresponding levels of a recommending department according to input address information, a current department and shunting type information and a pre-established index mechanism;

according to the currently input address information, the weight proportion of the conforming levels is improved, and the weight is calculated according to the keywords of the conforming levels;

outputting recommendation departments corresponding to the cases according to the weight sequence to assign mediators from the recommendation departments;

extracting case identification, case party identification and moderator identification from case information, and establishing a demodulation group for real-time communication, wherein the identification of the case party and moderator in the demodulation group is generated virtually;

the party carries out self-help mediation through an interaction mode provided by the mediation group;

the moderator joins in time and supervises the mediation;

recording the mediation process in the whole process.

2. The case complaint report processing method of claim 1, wherein the demodulation group is a hidden number call conference call group.

3. The case complaint report processing method of claim 2, wherein the extracting case identifications, the case party identifications and moderator identifications, and establishing a mediation set of real-time communication comprises:

extracting the case identification, the telephone numbers of the party and the moderator, generating virtual telephone numbers bound with the telephone numbers of the party and the moderator respectively, and establishing a modulation and demodulation group, wherein the virtual telephone numbers of the party and the moderator are displayed in the modulation and demodulation group.

4. The case complaint report processing method of claim 2, wherein the party self-mediates through an interactive manner provided by the mediation group, comprising:

when a virtual telephone dialed by any party is received and the input case identification is received, the other party is switched to carry out the hidden number conversation, and disputes are self-mediated through the telephone.

5. A case complaint report processing method according to any one of claims 2 to 4, wherein the moderator joins in due time and mediates, including:

when a signal that a preset key is triggered is received in the communication process of the party, a moderator is invited to join the teleconference, and the mediation is carried out through the teleconference.

6. The method of claim 1, wherein the dispatch group is an instant messaging online chat room.

7. The case complaint report processing method of claim 6, wherein the party self-mediates through an interactive manner provided by the mediation group, comprising:

and the parties log in the chat room, communicate through the chat room and perform self-help mediation.

8. The method of claim 7, wherein the communicating via the chat room comprises: and the chat room is used for communicating in an online communication mode of at least one of characters, voice and video, and provides at least one type of information transmission of pictures, expressions and attachments.

9. The case complaint report processing method of claim 6, wherein the mediation group members further include a robot, the method further comprising: in the mediation process, the intelligent robot hosts and supervises case mediation, and answers the law and regulation consultation of the parties according to a pre-trained knowledge base.

10. A case complaint report processing method according to any one of claims 6 to 9, wherein the moderator joins in due time and mediates, including:

and transmitting the mediation record to a mediator in real time, and allowing the mediator to timely select and join according to the situation and host mediation.

11. The case complaint report processing method according to claim 1, characterized by further comprising: and according to the input current case information, calculating the similarity with the current case by using a historical data calculation model generated according to historical case data, sequencing according to the similarity, and outputting the recommended similar case.

12. The case complaint report processing method of claim 11, wherein generating the historical data calculation model from historical case data comprises:

according to the field of 'complaint reporting specific problems' of historical case data, after special characters and stop words are removed, word segmentation is carried out to generate a dictionary and a vector corpus, and the dictionary is stored;

inputting the vector corpus to generate a tfidf value vector, and calculating a potential semantic index model according to the tfidf value vector and a dictionary; establishing an index file according to the potential semantic index model; and outputting the index file and the model file.

13. A case complaint report processing system, comprising:

the intelligent case dispatching unit is suitable for calculating the corresponding level of the recommending department according to the input address information, the current department and the shunting type information and a pre-established index mechanism when the shunting operation is detected to be required; according to the currently input address information, the weight proportion of the conforming levels is improved, and the weight is calculated according to the keywords of the conforming levels; outputting recommendation departments according to the weight high-low order to assign mediators from the recommendation departments;

the system comprises an establishing unit, a real-time communication module and a real-time communication module, wherein the establishing unit is suitable for extracting case identification, identification of a case party and an moderator from case information and establishing a modulation and demodulation group of real-time communication, and the identification of the party and the moderator in the modulation and demodulation group is generated virtually;

the self-help mediation unit is suitable for providing an interactive mode for the party to carry out self-help mediation;

the moderator adjusting unit is suitable for providing an interactive mode for a moderator to join the adjusting group, and the moderator can moderate the adjusting group;

and the recording unit is suitable for recording the mediation process in the whole process.

14. The case complaint report processing system of claim 13 wherein the demodulation group is a silent number call conference call group.

15. A case complaint report processing system as claimed in claim 14, wherein said creating unit is adapted to extract the case identification, the telephone numbers of the party and the moderator, generate virtual telephone numbers bound to the telephone numbers of the party and the moderator, respectively, and create an interpretation group in which the virtual telephone numbers of the party and the moderator are displayed.

16. The case complaint report processing system of claim 14, wherein the self-mediation unit is adapted to forward the other party to have the hidden number call and mediate disputes through the phone when receiving the virtual phone call made by any party and receiving the input case identification.

17. A case complaint report processing system according to any one of claims 14 to 16, wherein the moderator is adapted to invite a moderator to join the conference call and to mediate by the conference call when a signal is received that a preset key is triggered during the conversation of the party.

18. The case complaint report processing system of claim 13, wherein the reconciliation group is an instant messaging online chat room, and the chat room provides at least one of text, voice and video for communication and is adapted to transmit at least one of the following types of information: pictures, expressions, accessories.

19. The case complaint report processing system of claim 18, wherein the mediation team members further comprise intelligent robots adapted to host and supervise case mediation during mediation, and to answer legal and legal consultations of parties based on a pre-trained knowledge base.

20. The case complaint report processing system of claim 19, wherein the mediation unit is adapted to transmit the mediation record to the mediator in real time, so that the mediator can timely select joining according to the case condition to mediate.

21. The case complaint report processing system of claim 13, further comprising: and the similar case recommending unit is suitable for calculating the similarity with the current case by utilizing a historical data calculation model generated according to the historical case data according to the input current case information, sequencing according to the similarity and outputting the recommended similar case data.

22. The case complaint report processing system of claim 21, further comprising: the model generation unit is suitable for generating a dictionary and a vector corpus by word segmentation and storing the dictionary after removing special characters and stop words according to the field of 'complaint report specific problems' of historical case data; inputting the vector corpus to generate a tfidf value vector, and calculating a potential semantic index model according to the tfidf value vector and a dictionary; establishing an index file according to the potential semantic index model; and outputting the index file and the model file.

23. A case complaint report handling application apparatus comprising a memory and a processor, the memory having stored thereon computer instructions executable on the processor, wherein the processor, when executing the computer instructions, performs the steps of the method of any of claims 1-12.