CN108650428A - Case complaint report processing method and system, application apparatus - Google Patents
Case complaint report processing method and system, application apparatus Download PDFInfo
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- CN108650428A CN108650428A CN201810368380.2A CN201810368380A CN108650428A CN 108650428 A CN108650428 A CN 108650428A CN 201810368380 A CN201810368380 A CN 201810368380A CN 108650428 A CN108650428 A CN 108650428A
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- 238000004891 communication Methods 0.000 claims abstract description 29
- 230000008569 process Effects 0.000 claims abstract description 28
- 230000002452 interceptive effect Effects 0.000 claims abstract description 16
- 239000013598 vector Substances 0.000 claims description 23
- 230000001404 mediated effect Effects 0.000 claims description 16
- 230000005540 biological transmission Effects 0.000 claims description 14
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/56—Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
- G06Q50/10—Services
- G06Q50/18—Legal services
- G06Q50/188—Electronic negotiation
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L12/00—Data switching networks
- H04L12/02—Details
- H04L12/16—Arrangements for providing special services to substations
- H04L12/18—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast
- H04L12/1813—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast for computer conferences, e.g. chat rooms
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L12/00—Data switching networks
- H04L12/02—Details
- H04L12/16—Arrangements for providing special services to substations
- H04L12/18—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast
- H04L12/1813—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast for computer conferences, e.g. chat rooms
- H04L12/1818—Conference organisation arrangements, e.g. handling schedules, setting up parameters needed by nodes to attend a conference, booking network resources, notifying involved parties
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L12/00—Data switching networks
- H04L12/02—Details
- H04L12/16—Arrangements for providing special services to substations
- H04L12/18—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast
- H04L12/1813—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast for computer conferences, e.g. chat rooms
- H04L12/1822—Conducting the conference, e.g. admission, detection, selection or grouping of participants, correlating users to one or more conference sessions, prioritising transmission
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/56—Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities
- H04M3/567—Multimedia conference systems
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N7/00—Television systems
- H04N7/14—Systems for two-way working
- H04N7/15—Conference systems
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Abstract
A kind of case complaint report processing method and system, application apparatus, wherein the treating method comprises：Case mark, the mark of case party concerned and trouble-shooter are extracted, establishes the conciliation group of real-time Communication for Power, the mark of party concerned and trouble-shooter are virtual generation in the conciliation group；The party concerned carries out self-service conciliation by the interactive mode that the conciliation group is provided；Trouble-shooter is added in due course, presides over and reconciles；Whole process record mediation process.Using the above scheme, case dispute can be improved and reconcile efficiency, protect individual privacy and ensure the fairness and legal effect of case complaint report processing.
Description
Technical field
The present embodiments relate to fields of communication technology, more particularly to are appealed in case and report processing method and system, answer
Use device.
Background technology
Universal and e-commerce the fast development of internet, causes many electronic transactions to be entangled using online mode solution
Confusingly.Also, online Dispute Settlement Mechanism also extends and is entangled applied to electronic transaction due to its distinctive secret protection and technical advantage
During other kinds of settling entanglements except confused.
Current dispute is appealed report and is reconciled online, can be to resolve a dispute and road is hurried back and forth, Neng Goujie to avoid party
About the cost of party, relative efficiency easily resolve a dispute.However, due to areal variation, arrangement of time problem, there are still tune
The problem of solution is difficult, conciliation inefficiency.
Invention content
A kind of case complaint report processing method of offer of the embodiment of the present invention and system, application apparatus, to improve dispute tune
Solve efficiency.
An embodiment of the present invention provides a kind of cases to appeal report processing method, including：Extraction case mark, case work as thing
The mark of side and trouble-shooter establish the conciliation group of real-time Communication for Power, and the mark of party concerned and trouble-shooter are void in the conciliation group
It is quasi- to generate；The party concerned carries out self-service conciliation by the interactive mode that the conciliation group is provided；Trouble-shooter is added in due course, main
Hold conciliation；Whole process record mediation process.
Optionally, the conciliation group is hidden talk phone conference group.
Optionally, the extraction case mark, the mark of the case party concerned and trouble-shooter, establish the tune of real-time Communication for Power
The system of solutions, including：Extract case mark, party concerned and trouble-shooter telephone number, generate the electricity with party concerned and trouble-shooter respectively
The virtual phone number for talking about number binding establishes conciliation group, the virtual telephony of party concerned and trouble-shooter is shown in the conciliation group
Number.
Optionally, the party concerned carries out self-service conciliation by the interactive mode that the conciliation group is provided, including：When connecing
When receiving the virtual telephony that any party concerned dials, and receiving the case mark of input, transfer adversary, carries out
Hidden number call carries out self-service conciliation by phone to dispute.
Optionally, the trouble-shooter is added in due course, presides over and reconciles, including：It is received in party concerned's communication process default
When the signal that button is triggered, invites trouble-shooter that videoconference is added, be mediated by videoconference.
Optionally, the conciliation group is instant messaging online chat room.
Optionally, the party concerned carries out self-service conciliation by the interactive mode that the conciliation group is provided, including：It is described
Party concerned logs in the chatroom, is linked up by the chatroom, self-service conciliation.
Optionally, described to be linked up by the chatroom, including：Pass through word, voice, video in the chatroom
Wherein at least one online communication mode is linked up, and the chatroom provides picture, expression, attachment wherein at least one class
The information of type is transmitted.
Optionally, the conciliation group membership further includes robot, and the method further includes：In mediation process, intelligent machine
Device people presides over and supervises case conciliation, according to knowledge base trained in advance, answers the laws and regulations consulting of party concerned.
Optionally, the trouble-shooter is added in due course, presides over and reconciles, including：Record real-time Transmission will be reconciled to trouble-shooter, adjusted
Xie Yuan carries out situation according to case and selects to be added in due course, presides over and reconciles.
Further, the method may also include：According to the present case information of input, using according to history case data
The historical data computation model of generation calculates the similarity with present case, and according to sequencing of similarity, output is recommended similar
Case.
Optionally, the historical data computation model is generated according to history case data, including：According to history case data
" complaint report particular problem " field, after removing spcial character and stop words, participle generates dictionary and vectorial language material and preserves
Dictionary；It inputs the vectorial language material and generates tfidf value vectors, potential language is calculated according to tfidf values vector and dictionary
Adopted index model；Index file is established according to Vector Space Model；Export index file and model file.
Further, the method may also include：It is defeated according to user when detecting that user needs to carry out triage operator
It is corresponding to calculate recommendation department according to the Indexing Mechanism pre-established for address information, current department, the flow dividing type information entered
Level；The address information currently inputted according to user improves the weight proportion for meeting level, according to the keyword meter for meeting level
Calculate weight；According to the corresponding recommendation department of weight sequence output case.
An embodiment of the present invention provides a kind of cases to appeal report processing system, including：Unit is established, extraction case is suitable for
Mark, the mark of case party concerned and trouble-shooter, establish the conciliation group of real-time Communication for Power, party concerned and trouble-shooter in the conciliation group
Mark be virtual generation；Self-service conciliation unit is adapted to provide for interactive mode and carries out self-service conciliation for the party concerned；It presides over
Conciliation unit is adapted to provide for the interactive mode that the conciliation group is added in trouble-shooter, presides over and reconciles for the trouble-shooter；Record
Member is suitable for whole record mediation process.
Optionally, the conciliation group is hidden talk phone conference group.
Optionally, described to establish unit, suitable for extracting the telephone number of case mark, party concerned and trouble-shooter, generates and divide
Not with the virtual phone number of the telephone number of party concerned and trouble-shooter binding, conciliation group is established, shows and works as in the conciliation group
The virtual phone number of thing side and trouble-shooter.
Optionally, the self-service conciliation unit receives either one virtual telephony dialed suitable for working as, and receives input
The case mark when, transfer adversary, carry out hidden number call, dispute is mediated by phone.
Optionally, the hosting conciliation unit, suitable for receiving what programmable button was triggered in party concerned's communication process
When signal, invites trouble-shooter that videoconference is added, be mediated by videoconference.
Optionally, the conciliation group is instant messaging online chat room, and the chatroom provides word, voice, video extremely
A kind of few online communication mode is linked up, and the information suitable for transmitting following at least one type：Picture, expression, attachment.
Further, the conciliation group membership may also include intelligent robot, and the intelligent robot is suitable for reconciling
Cheng Zhong presides over and supervises case conciliation, according to knowledge base trained in advance, answers the laws and regulations consulting of party concerned.
Optionally, the hosting conciliation unit is suitable for reconcile record real-time Transmission to the trouble-shooter so that trouble-shooter
Situation is carried out according to case to select to be added in due course, is presided over and is reconciled.
Further, the system may also include：Similar cases recommendation unit is suitable for being believed according to the present case of input
Breath calculates the similarity with present case, according to similar using the historical data computation model generated according to history case data
Degree sequence, the recommended similar cases data of output.
Optionally, the system may also include：Model generation unit is suitable for " the complaint report according to history case data
Particular problem " field, after removing spcial character and stop words, participle generates dictionary and vectorial language material and preserves dictionary；Input institute
It states vectorial language material and generates tfidf value vectors, Vector Space Model is calculated according to tfidf values vector and dictionary；
Index file is established according to Vector Space Model；Export index file and model file.
Optionally, the system may also include：It is intelligent to send case unit, detect that user needs to carry out triage operator suitable for working as
When, address information, current department, the flow dividing type information inputted according to user is calculated according to the Indexing Mechanism pre-established
The corresponding level of recommendation department；The address information currently inputted according to user improves and meets the weight proportion of level, according to meeting
The keyword of level calculates weight；According to weight sequence output recommendation department.
The embodiment of the present invention additionally provides a kind of application apparatus, including memory and processor, is stored on the memory
There are the computer instruction that can be run on the processor, the processor to execute above-mentioned case when running the computer instruction
The step of complaint report processing method.
Using the case complaint report processing scheme in the embodiment of the present invention, by extracting case mark, the case is worked as
The mark of thing side and trouble-shooter establish conciliation group, and realize that case is reconciled by the interactive mode that the conciliation group is provided, can
To avoid reconciling difficult caused by areal variation, arrangement of time problem and reconciling inefficiency problem, improves dispute and reconcile efficiency；
Also, since the mark of party concerned and trouble-shooter are virtual generation in the conciliation group, therefore party concerned and trouble-shooter can be protected
Individual privacy avoids except case by unnecessary harassing and wrecking；Meanwhile the mediation process of whole record can be used for subsequently checking,
And the proof of follow-up dispute is can be used as, therefore can ensure the fairness and legal effect of case complaint report processing.
Optionally, by establishing hidden talk phone conference group, party concerned can be carried out certainly by way of hidden number call
Conciliation is helped, hidden number call can protect party concerned's privacy, and first attempt self-service conciliation in the case where no trouble-shooter participates in, can
To save the time of trouble-shooter.
Further, when self-service conciliation is invalid, party concerned invites trouble-shooter to be added by triggering programmable button, by more
The form of square videoconference is mediated, and can improve settling entanglements efficiency to avoid areal variation.
Optionally, the conciliation group is instant messaging online chat room, party concerned can by log in the chatroom into
Row is linked up, and self-service conciliation since the mark of party concerned and trouble-shooter are virtual generation in instant messaging chatroom, therefore can have
Effect protection party concerned's privacy, and first in the case where no trouble-shooter participates in attempt self-service conciliation, can save trouble-shooter when
Between.
Further, since the wherein at least one online communication such as word, voice, video can be passed through in the chatroom
Mode is linked up, and the chatroom provides the information transmission of the wherein at least one types such as picture, expression, attachment, therefore can
Fully to convey the declaration of will of party concerned, and the corresponding factual evidence data of transmission, therefore online settling entanglements can be improved
Efficiency.
Further, it in mediation process, is assisted presiding over and supervising case conciliation by intelligent robot, answers party concerned's
Laws and regulations are seeked advice from, and the workload of trouble-shooter can be greatly reduced, and eliminate knowledge blind area of the party concerned in laws and regulations, from
And promote effective conciliation of dispute.
Further, record real-time Transmission will be reconciled to trouble-shooter, trouble-shooter can carry out situation according to case and select in due course
Addition is selected, presides over and reconciles, the deficiency of robot can be made up, effectively party is guided to resolve a dispute.
Further, according to the present case information of input, the historical data meter generated according to history case data is utilized
Model is calculated, the similarity with present case is calculated, according to sequencing of similarity, the recommended similar cases data of output are joined for user
It examines, realizes intelligent adaptation case, avoid user oneself from searching, compare time-consuming and laborious problem, improve user experience.
Further, the address information that has been inputted according to user, current when detecting that user needs to carry out triage operator
Department, flow dividing type information calculate the corresponding level of recommendation department, later according to user according to the Indexing Mechanism pre-established
The address information currently inputted improves the weight proportion for meeting level, according to the keyword calculating weight for meeting level, and according to
Weight sequence exports recommendation department, and user can be assisted to send case, reduces the time spent by user's operation, improves user's work
Make efficiency.
Description of the drawings
Fig. 1 is a kind of flow chart of case complaint report processing method in the embodiment of the present invention；
Fig. 2 is the flow chart of another case complaint report processing method in the embodiment of the present invention；
Fig. 3 is a kind of flow chart of the method for intelligent adaptation case in the embodiment of the present invention；
Fig. 4 is a kind of flow chart of case intelligence worksheet processing method in the embodiment of the present invention；
Fig. 5 is a kind of structural schematic diagram of case complaint report processing system in the embodiment of the present invention；
Fig. 6 is the structural schematic diagram of another case complaint report processing system in the embodiment of the present invention；
Fig. 7 is the structural schematic diagram of another case complaint report processing system in the embodiment of the present invention.
Specific implementation mode
It appeals and reports as previously mentioned, for case, hurry back and forth to reduce party's road, save party's time, at present
It can be by putting on record online.However, being reconciled for online dispute, trouble-shooter is needed to be linked up respectively with both parties, by
In areal variation, arrangement of time problem, there are still reconcile difficulty, reconcile inefficiency.
To solve the above problems, the embodiment of the present invention provides case complaint report processing method, by establishing real-time Communication for Power
Conciliation group, party concerned can carry out self-service conciliation by interactive mode that the conciliation group is provided later, and trouble-shooter can
It is added in due course, presides over and reconcile, and whole record mediation process.It therefore can be to avoid caused by areal variation, arrangement of time problem
It reconciles difficult and reconciles inefficiency problem, improve dispute and reconcile efficiency；Also, party concerned and trouble-shooter in the conciliation group
Mark is virtual generation, therefore can protect party concerned and trouble-shooter's individual privacy, is avoided except case by unnecessary harassing and wrecking；
The mediation process of whole process record can be used for subsequently checking, and can be used as the proof of follow-up dispute, therefore can ensure that case complaint is lifted
Report the fairness and legal effect of processing.
In specific implementation, it can be identified by extracting case, the mark of the case party concerned and trouble-shooter are established and adjusted
The system of solutions.
It should be noted that the case party concerned includes complainant and defendant, or including plaintiff and defendant, in addition
It may also contain third party.Wherein, either one can be individual, or enterprise or other groups or tissue, individual can be with
One or more, the case dispute may be consumption dispute, it is also possible to be other kinds of dispute.For example, the case is entangled
Can be confusingly 12315 consumption disputes.
In specific implementation, the conciliation group for implementing communication can exist for hidden talk phone conference group, instant messaging
Line chatroom, or be other kinds of real-time Communication for Power group.
It is understandable to enable the above-mentioned purpose, feature and advantageous effect of the embodiment of the present invention to become apparent, with reference to attached
Figure is described in detail specific embodiments of the present invention.
An embodiment of the present invention provides a kind of complaint report processing methods to be added by establishing hidden talk phone conference group
Enter videoconference group between the parties and each party concerned and trouble-shooter can be carried out in many ways by way of videoconference
Real-time communication, and hidden number call, help to protect each side's privacy.
The flow chart of case complaint report processing method, carries out specifically below by way of specific steps shown in referring to Fig.1
It is bright：
S11 establishes hidden talk phone conference group.
In specific implementation, can be extracted from case information case mark, party concerned and trouble-shooter telephone number, it is raw
At the virtual phone number respectively with the binding of the telephone number of party concerned and trouble-shooter, conciliation group is established, is shown in the conciliation group
Show the virtual phone number of party concerned and trouble-shooter.
In specific implementation, can be by a special application (APP), or the little Cheng that is embedded in other application
Sequence either realize by the forms such as plug-in unit in client or embedded web page.It can hidden number call for example, being established by an application
Videoconference.
For 12315 consumption dispute cases, using can be by complaining or appealing report information, extraction consumer, quotient
Family, trouble-shooter telephone number, and generate corresponding with respective actual phone number virtual phone number, and by respective reality
Telephone number is bound with virtual phone number, and hidden number call and videoconference can be established with this.
S12 turns when the virtual telephony for receiving any party concerned and dialing, and when receiving the case mark of input
Adversary is met, hidden number call is carried out, self-service conciliation is carried out to dispute by phone.
For example, for consumer and businessman, the either side in party concerned dials the virtual telephony of other side, then input case
Part is numbered, you can switching other side carries out hidden number call, dispute is mediated by telephonic communication.
By establishing hidden talk phone conference group, party concerned can carry out self-service conciliation by way of hidden number call,
Hidden number call can protect party concerned's privacy, and first attempt self-service conciliation in the case where no trouble-shooter participates in, and can save
The time of trouble-shooter.
S13 when receiving the signal that programmable button is triggered in party concerned's communication process, invites trouble-shooter that phone is added
Meeting is mediated by videoconference.
It if the self-service work(of failing to mediation of party concerned, can invite trouble-shooter that videoconference is added, be presided over and adjusted by trouble-shooter
Solution.For example, either one in party concerned's communication process presses preset " 1 " key, then videoconference can be added in trouble-shooter by application, passed through
Videoconference is mediated.
When self-service conciliation is invalid, party concerned invites trouble-shooter to be added by triggering programmable button, passes through multi-party telephone meeting
The form of view is mediated, and can improve settling entanglements efficiency to avoid areal variation.
S14, whole process record mediation process.
Above by hidden number call mediation process in, using can to communication process carry out automatic recording, consequently facilitating
It subsequently checks, and can be used as the evidence of dispute processing, thereby may be ensured that the fairness and law effect of case complaint report processing
Power.
It should be noted that the priority of above steps description is not offered as the sequencing of practical implementation, for example,
Step S14 whole process executes in real time on backstage.
It has been handled it is understood that the practical execution of above steps is entire case complaint report processing system collaboration
At, wherein both included suitable for party concerned, trouble-shooter inputs and the mobile phone conversed or other communication terminals, further include backstage
Server or the high in the clouds of call forwarding and record are carried out, and realizes the communication equipment of hidden virtual call function.
An embodiment of the present invention provides another cases to appeal report processing method, by establishing instant messaging online chatting
The party concerned of room, logging in chat room can carry out self-service conciliation by chat room function, and trouble-shooter can also be according to case progress feelings
Condition, which is selected a good opportunity, is added chat, is mediated.
In addition, in order to reduce party concerned and trouble-shooter's workload, it in specific implementation, can also be auxiliary by intelligent robot
It helps hosting and supervises case conciliation, answer the laws and regulations consulting of party concerned.
The flow chart that report processing method is appealed with reference to case shown in Fig. 2 carries out specifically below by way of specific steps
It is bright.
S21 creates instant messaging account and chatroom.
When carrying out case complaint report on line, party can provide the instant messaging mark of itself, such as can be immediately
It registers instant messaging account or registered instant messaging account is provided.
In specific implementation, can according to case information creating instant messaging account, such as can using case Reference Number as
The mark of chatroom is identified, and by extract party concerned, the registered instant messaging account of trouble-shooter by party concerned, reconcile
Case chatroom is added in member.
In specific implementation, case chatroom can also be added in intelligent robot.
In specific implementation, can be by a special application (APP), or the little Cheng that is embedded in other application
Sequence either realize by the forms such as plug-in unit in client or embedded web page.For example, establishing instant messaging account by an application
Number and the chatroom bound with it.The cases such as the account of the chatroom and party, trouble-shooter reconcile the virtual account of participant
It number is bound.Each participant on communication terminals, opens the APP, and passes through the account of each leisure chatroom and close
Code is logged in, you can communication interaction is carried out in the chatroom.
S22, the party concerned log in the chatroom, are linked up by the chatroom, self-service conciliation.
In specific implementation, the chatroom can be linked up by providing as needed in a manner of online communication, for example, can be with
It is linked up by any of which such as word, voice, video or communication.
In order to fully convey the declaration of will of party, online settling entanglements efficiency is improved, the chatroom can also carry
For the information delivering path of the wherein at least one type such as picture, expression, attachment transmission.
S23, in mediation process, case conciliation is presided over and supervised in robot, and according to knowledge base trained in advance, answer is worked as
The laws and regulations of thing side are seeked advice from.
It in specific implementation, can be completely first by party by the self-service conciliation of communication function of chatroom, or in intelligence
It can be mediated under the hosting and supervision of robot.
For example, intelligent robot can send out welcome words when a certain party concerned enters chatroom, when one party does not exist
When, it can notify other side by modes such as short message, phones.Such as by " consumer comes into case chatroom, please as early as possible into
Enter " etc. similar term notify corresponding businessman to enter chatroom as early as possible.It, can only machine after both parties enter chatroom
People can push the specific merit with the case to chatroom, and such both sides are after understanding situation, you can discuss out corresponding
Solution, such as businessman agree to that consumer returns goods, self-service to reconcile successfully.
In specific implementation, intelligent robot can identify the chat content of party concerned with real-time intelligent, and carry out corresponding
Feedback.For example, when detecting that one party talks Billingsgate, sentence is reminded in output：It please not talk Billingsgate, if reminded repeatedly in vain,
Then trigger taboo speech signal so that corresponding party can not input, to maintain normally to link up order in chatroom.
In mediation process, intelligent robot can also push corresponding knowledge according to knowledge base, answer the method for party concerned
Laws ＆ Regulations are seeked advice from, and to eliminate knowledge blind area of the party concerned in laws and regulations, or are replied similar cases and are joined for both parties
It examines.
S24 will reconcile record real-time Transmission to trouble-shooter, and trouble-shooter carries out situation according to case and selects to be added in due course, main
Hold conciliation.
In specific implementation, it is reconciled in vain if party concerned is self-service, or the also hardly possible in the case where the auxiliary of intelligent robot is presided over
To reconcile successfully, then can chatroom be added by trouble-shooter and carry out hosting conciliation.For enable trouble-shooter in due course be added conciliation and
Trouble-shooter's time is saved as far as possible, can will reconcile record real-time Transmission to trouble-shooter so that trouble-shooter can understanding case at any time
End of love and addition of selecting a good opportunity.
S25 records mediation process.
In specific implementation, it can be recorded by application and preserve whole chat records, in order to subsequently be checked, and can
As the evidence of dispute processing, the fairness and legal effect of case complaint report processing thereby may be ensured that.
S26 after conciliation, closes the instant messaging chatroom.
To save the communication resource the corresponding instant messaging account in the chatroom can be closed after conciliation.
It should be noted that the priority of above steps description is not offered as the sequencing of practical implementation, for example,
Step S25 whole process executes in real time on backstage.
It has been handled it is understood that the practical execution of above steps is entire case complaint report processing system collaboration
At, wherein both included suitable for party concerned, trouble-shooter inputs and the mobile phone conversed or other communication terminals, further include backstage
Server or the high in the clouds of short message push and record are carried out, and realizes the communication equipment of instant messaging.
In case appeals report processing procedure, case is fair, rationally, efficiently solves in order to promote instantly, needs sometimes
Inquire similar cases.But currently, substantially user oneself carries out in the online a large amount of modes inquired, manually compared, this
User's a large amount of time, energy can be consumed, and has relatively high want to the deposit of searching skills, laws and regulations knowledge to user
It asks.
In order to avoid user oneself lookup, time-consuming and laborious problem is compared, it is suitable that an embodiment of the present invention provides a kind of intelligence
Method with case calculates mould according to the present case information of input using the historical data generated according to history case data
Type calculates the similarity with present case, according to sequencing of similarity, the recommended similar cases data of output.
The flow chart that the method for intelligent adaptation case in report processing procedure is appealed with reference to case shown in Fig. 3, leads to below
Specific steps are crossed to be described in detail.
S31 generates dictionary and vectorial language material and preserves dictionary according to history case data.
For example, for 12315 consumption cases, it first can be according to " complaint report particular problem " word of history case data
Section, after removing spcial character, stop words, participle generates dictionary and vectorial language material and preserves dictionary and index file.Stop words is
Those do not have some vocabulary of practical significance as " ", " ".
Such as two complaints and denunciation problems of input are " food is expired to be eaten, and businessman does not pay for ", " shoes newly bought are used
Just be broken within one day, businessman does not pay for ", remove stop words, the vector for obtaining two documents after participle be expressed as [[' food ', ' mistake
Phase ', ' cannot ', ' edible ', ' businessman ', ' do not pay for '], [' newly buy ', ' shoes ', ' with ', ' one day ', ' just ', ' bad ', ' quotient
Family ', ' do not pay for ']], the bag of words for calculating all words compositions are { ' food ':0, ' expired ':1, ' cannot ':2, ' edible ':3,'
Businessman ':4, ' do not pay for ':5, ' newly buy ':6, ' shoes ':7, ' with ':8, ' one day ':9, ' just ':10, ' bad ':11}；So document
Vector can indicate with the id of 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 preceding digital represent be word id, behind number
What word represented is the number that this word occurs in a document, and the sequence that vector occurs in document is ranked up according to id.
Specifically, [(0,1), (1,1), (2,1), (3,1), (4,1), (5, the 1)] expression of first document [(" food ", 1),
(" expired ", 1), (" cannot ", 1), (" edible ", 1), (" businessman ", 1), (" not paying for ", 1)], second document with [(4,1),
(5,1), (6,1), (7,1), (8,1), (9,1), (10,1), (11,1)] indicate that [(" businessman ", 1), (" not paying for ", 1) is (" new
Buy ", 1), (" shoes ", 1), (" use ", 1), (" one day ", 1), (" just ", 1), (" bad ", 1)], such as first document [(0,1),
(1,1), (2,1), (3,1), (4,1), (5,1)] in, what (4,1) represented is that id occurs as 4 word i.e. " businessman " in the document
It is primary.
S32 generates LSI models according to language material vector, exports LSI model files and the index text based on LSI model foundations
Part.
The document vector generation tfidf value vectors that input step S31 is generated, output tfidf values 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 indicating that each tfidf values vector, x indicate that the id of word, y indicate id with (x, y)
For the tfidf values of the word of x.Potential applications, which are calculated, according to the tfidf values and dictionary indexes (Latent Semantic
Indexing, LSI) model.According to LSI model foundation index files, facilitate calculating cosine similarity.Export index file and
Model file.
S33 reads LSI model files, dictionary, the index file of generation, and phase is calculated according to the details of present case
Like degree, according to sequencing of similarity, the recommended similar cases of output.
In specific implementation, similarity can be more than to the history case of predetermined threshold value according to similarity from high to low suitable
Sequence exports.
In specific implementation, the similar cases through above method intelligent adaptation can be in the case for the input for receiving user
After carrying out intelligent adaptation when the information such as information keys, recommendation results are directly pushed into user, user can be consumer, quotient
The cases dispute parties such as family, or the trouble-shooter of case is reconciled, or is the intelligent robot in previous embodiment, by
Intelligent robot pushes to chat group.
In case appeals report processing procedure, the treatment peoples of relevant departments is daily to face a large amount of case, needs pair
Case is shunted, and the treatment people of corresponding department, such as trouble-shooter are assigned to.Substantially send case people's level-one level-one manual at present
It chooses, it usually needs distribution is to department at county level, than relatively time-consuming.
To solve this problem, an embodiment of the present invention provides a kind of case intelligence worksheet processing methods, with reference to case shown in Fig. 4
The flow chart of part intelligence worksheet processing method, is as follows：
S41, when detecting that user needs to carry out triage operator, the address information that has been inputted according to user, current department,
Flow dividing type information calculates the corresponding level of recommendation department according to the Indexing Mechanism pre-established；
Introduce how Indexing Mechanism is established first below：It is extracted according to geographical term, stop words, historical data and works as front
Door subordinate corresponding with flow dividing type receives department, establishes Indexing Mechanism.Wherein, stop words is some words of not practical significance
As " ", " ".
Such as：There is the historical data to be
{
" shunting department ":" Guiyang industrial and commercial bureau ",
" flow dividing type ":" shunting downwards ",
" receiving department ":" the Guiyang lake regions Guan Shan market surveillance management board ",
" address ":" the Guiyang City, Guizhou Province lake regions Guan Shan "
, searching data library is Guiyang industrial and commercial bureau either with or without downward shunting, shunting department, and receiving department sees for Guiyang
The index of mountain lake region market surveillance management board.The term weights of address are updated if any, i.e. this word of the lake regions Guan Shan is weighed
Again plus 1, and Guiyang City, Guizhou Province is defaulted as 0, helped without weight assigning；Increase this index if not indexing, and will
It is 1 that the index terms of this index and weight, which is added, in the lake regions Guan Shan word.
S42, the address information currently inputted according to user improve and meet the weight proportion of level, according to meeting level
Keyword calculates weight；
S43, according to the corresponding recommendation department of weight sequence output case.
When user needs to carry out triage operator, the letters such as address information input by user, current department, flow dividing type are obtained
Breath first calculates the corresponding level of recommendation department (level is city, area/county, town/township/street etc.), then according to input by user
Location information improves the weight proportion for meeting level (because assigning is assigned down in layer by level, if city's level-one is past
District level-one is assigned, then the weight of the district grade keyword inside address just will increase many, it is accurate to ensure to recommend), then
Weight is calculated according to the keyword for meeting level.Weight it is high come front.To improve accuracy rate.
Since the department that report dispute is appealed in processing has comparable stationarity, and personnel are specifically responsible for then with larger
Mobility, therefore in embodiments of the present invention, department's rank rather than individual are only sent in case distribution.
It is processed that the method and case intelligence worksheet processing method of above-mentioned intelligent adaptation case can be applied to case complaint report
Cheng Zhong.
To make those skilled in the art more fully understand and realizing the present invention, pair case corresponding with above-described embodiment below
Complaint report processing system describes in detail with reference to attached drawing.
A kind of structural schematic diagram of case complaint report processing system, this hair in the embodiment of the present invention referring to Figure 5
Case complaint in bright embodiment reports that processing system 50 may include：
Unit 51 is established, is suitable for extracting case mark, the mark of the case party concerned and trouble-shooter, establishes conciliation group,
The mark of party concerned and trouble-shooter are virtual generation in the conciliation group；
Self-service conciliation unit 52 is adapted to provide for interactive mode and carries out self-service conciliation for the party concerned；
Conciliation unit 53 is presided over, the interactive mode that the conciliation group is added in trouble-shooter is adapted to provide for, for the trouble-shooter master
Hold conciliation；
Recording unit 54 is suitable for whole record mediation process.
Processing system is reported using above-mentioned complaint, by the mark for extracting case mark, the case party concerned and trouble-shooter
Know, establish conciliation group, and realize that case is reconciled by the interactive mode that the conciliation group is provided, can to avoid areal variation,
It reconciles difficult caused by arrangement of time problem and reconciles inefficiency problem, improve dispute and reconcile efficiency；Also, due to the tune
The mark of party concerned and trouble-shooter are virtual generation in the system of solutions, therefore can protect party concerned and trouble-shooter's individual privacy, avoid case
By unnecessary harassing and wrecking except part；Meanwhile the mediation process of whole record can be used for subsequently checking, and can be used as follow-up dispute
Proof, therefore can ensure case complaint report processing fairness and legal effect.
In specific implementation, the conciliation group can be hidden talk phone conference group.Party concerned can be logical by hidden number
The mode of words carries out self-service conciliation, and hidden number call can protect party concerned's privacy, and first in the case where no trouble-shooter participates in
Self-service conciliation is attempted, the time of trouble-shooter can be saved.
In specific implementation, described to establish unit 51, it is suitable for extracting case mark, the phone number of party concerned and trouble-shooter
Code generates the virtual phone number respectively with the binding of the telephone number of party concerned and trouble-shooter, establishes conciliation group, the conciliation group
The virtual phone number of interior display party concerned and trouble-shooter.
In specific implementation, the self-service conciliation unit 52 receives either one virtual telephony dialed suitable for working as, and connects
When receiving the case mark of input, transfer adversary, carries out hidden number call, dispute is mediated by phone.
In specific implementation, the hosting conciliation unit 53, suitable for receiving programmable button in party concerned's communication process
When the signal being triggered, invites trouble-shooter that videoconference is added, be mediated by videoconference.When self-service conciliation is invalid,
Party concerned invites trouble-shooter to be added by triggering programmable button, is mediated by the form of multiparty teleconferencing, can be to avoid
Areal variation improves settling entanglements efficiency.
In specific implementation, the conciliation group can be instant messaging online chat room, and the chatroom provides word, language
Sound, video at least one online communication mode are linked up, and the information suitable for transmitting following at least one type：Picture, table
Feelings, attachment.
In specific implementation, the conciliation group membership can also include robot, and the robot is suitable in mediation process
In, case conciliation is presided over and supervised, according to knowledge base trained in advance, answers the laws and regulations consulting of party concerned.It was reconciling
Cheng Zhong is assisted presiding over and supervising case conciliation by intelligent robot, is answered the laws and regulations consulting of party concerned, can greatly subtract
The workload of few trouble-shooter eliminates knowledge blind area of the party concerned in laws and regulations, to promote effective conciliation of dispute.
In specific implementation, the hosting conciliation unit is suitable for reconcile record real-time Transmission to the trouble-shooter so that
Trouble-shooter carries out situation according to case and selects to be added in due course, presides over and reconciles.Record real-time Transmission will be reconciled to trouble-shooter, trouble-shooter
Situation can be carried out according to case to select to be added in due course, preside over and reconcile, can make up the deficiency of robot, effectively guide party
It resolves a dispute.
Report processing system is appealed with reference to case shown in fig. 6, an embodiment of the present invention provides the complaints of another case to lift
Processing system, the case complaint is reported to report that processing system 60 includes：Similar cases recommendation unit 61, suitable for working as according to input
Preceding case information utilizes the historical data computation model generated according to history case data, the recommended similar cases number of output
According to.Report processing system is appealed using the case, intelligent adaptation case may be implemented, avoids user oneself from searching, comparison expense
When laborious problem, improve user experience.
As shown in fig. 6, in specific implementation, case complaint report processing system 60 may also include：Model generation unit 62,
Suitable for " complaint report particular problem " field according to history case data, after removing spcial character and stop words, participle generates
Dictionary and vectorial language material simultaneously preserve dictionary；It inputs the vectorial language material and generates tfidf value vectors, according to tfidf values vector
And dictionary calculates LSI models；According to LSI model foundation index files；Export index file and model file.
The model generation unit 62 for including in report processing system is appealed by the case, it can be according to newest generation
Case is regenerated and is updated to model, to keep the accuracy and real-time of recommended similar cases, is provided to the user
Effectively reference.
Report processing system is appealed with reference to case shown in Fig. 7, an embodiment of the present invention provides the complaints of another case to lift
Report processing system 70, with case shown in fig. 5 appeal report processing system the difference is that, the case Shen in the present embodiment
Tell that report processing system includes：It is intelligent to send case unit 71, suitable for when detect user need carry out triage operator when, according to user
Address information, current department, the flow dividing type information inputted calculates recommendation department phase according to the Indexing Mechanism pre-established
The level answered；The address information currently inputted according to user improves the weight proportion for meeting level, according to the key for meeting level
Word calculates weight；According to weight sequence output recommendation department.Report processing system is appealed using the case, can be assisted
User sends case, reduces the time spent by user's operation, improves user job efficiency.
It is understood that Fig. 6 and case shown in Fig. 7 complaint report processing system can integrate use, also
Report processing system can be appealed with case shown in fig. 5 separately or together to integrate, solve case and appeal report process
The middle various problems occurred.
The embodiment of the present invention additionally provides a kind of application apparatus, including memory and processor, is stored on the memory
There are the computer instruction that can be run on the processor, the processor to execute above-mentioned implementation when running the computer instruction
The step of processing method is reported in the example case complaint.
Although present disclosure is as above, present invention is not limited to this.Any those skilled in the art are not departing from this
It in the spirit and scope of invention, can make various changes or modifications, therefore protection scope of the present invention should be with claim institute
Subject to the range of restriction.
Claims (25)
1. a kind of case complaint report processing method, which is characterized in that including：
Case mark, the mark of case party concerned and trouble-shooter are extracted, the conciliation group of real-time Communication for Power is established, works as in the conciliation group
The mark of thing side and trouble-shooter are virtual generation；
The party concerned carries out self-service conciliation by the interactive mode that the conciliation group is provided；
Trouble-shooter is added in due course, presides over and reconciles；
Whole process record mediation process.
2. case complaint report processing method according to claim 1, which is characterized in that the conciliation group is hidden number call
Videoconference group.
3. case complaint report processing method according to claim 2, which is characterized in that the extraction case mark, institute
The mark for stating case party concerned and trouble-shooter establishes the conciliation group of real-time Communication for Power, including：
Extract case mark, party concerned and trouble-shooter telephone number, generate the telephone number with party concerned and trouble-shooter respectively
The virtual phone number of binding establishes conciliation group, the virtual phone number of party concerned and trouble-shooter is shown in the conciliation group.
4. case complaint report processing method according to claim 2, which is characterized in that the party concerned passes through the tune
The interactive mode that the system of solutions is provided carries out self-service conciliation, including：
When the virtual telephony for receiving any party concerned and dialing, and when receiving the case mark of input, switching other side works as
Thing people carries out hidden number call, and self-service conciliation is carried out to dispute by phone.
5. appealing report processing method according to claim 2 to 4 any one of them case, which is characterized in that the trouble-shooter
It is added in due course, presides over and reconcile, including：
It when receiving the signal that programmable button is triggered in party concerned's communication process, invites trouble-shooter that videoconference is added, leads to
Videoconference is crossed to be mediated.
6. case complaint report processing method according to claim 1, which is characterized in that the conciliation group is instant messaging
Online chat room.
7. case complaint report processing method according to claim 6, which is characterized in that the party concerned passes through the tune
The interactive mode that the system of solutions is provided carries out self-service conciliation, including：
The party concerned logs in the chatroom, is linked up by the chatroom, self-service conciliation.
8. case according to claim 7 complaint report processing method, which is characterized in that it is described by the chatroom into
Row is linked up, including：It is linked up by word, voice, video wherein at least one online communication mode in the chatroom, and
The chatroom provides picture, expression, the transmission of the information of attachment wherein at least one type.
9. case according to claim 6 complaint report processing method, which is characterized in that the conciliation group membership further includes
Robot, the method further include：In mediation process, case conciliation is presided over and supervised to intelligent robot, according to advance training
Knowledge base, answer party concerned laws and regulations consulting.
10. appealing report processing method according to claim 6 to 9 any one of them case, which is characterized in that the trouble-shooter
It is added in due course, presides over and reconcile, including：
Record real-time Transmission will be reconciled to trouble-shooter, trouble-shooter carries out situation according to case and selects to be added in due course, presides over and reconciles.
11. case complaint report processing method according to claim 1, which is characterized in that further include：According to working as input
Preceding case information calculates the similarity with present case using the historical data computation model generated according to history case data,
According to sequencing of similarity, the recommended similar cases of output.
12. case complaint report processing method according to claim 11, which is characterized in that given birth to according to history case data
At the historical data computation model, including：
According to " complaint report particular problem " field of history case data, after removing spcial character and stop words, participle generates
Dictionary and vectorial language material simultaneously preserve dictionary；
It inputs the vectorial language material and generates tfidf value vectors, potential applications are calculated according to tfidf values vector and dictionary
Index model；Index file is established according to Vector Space Model；Export index file and model file.
13. case complaint report processing method according to claim 1, which is characterized in that further include：
When detecting that user needs to carry out triage operator, the address information that has been inputted according to user, current department, flow dividing type
Information calculates the corresponding level of recommendation department according to the Indexing Mechanism pre-established；
The address information currently inputted according to user improves the weight proportion for meeting level, according to the keyword meter for meeting level
Calculate weight；
According to the corresponding recommendation department of weight sequence output case.
14. a kind of case complaint report processing system, which is characterized in that including：
Unit is established, is suitable for extracting case mark, the mark of case party concerned and trouble-shooter, establishes the conciliation group of real-time Communication for Power,
The mark of party concerned and trouble-shooter are virtual generation in the conciliation group；
Self-service conciliation unit is adapted to provide for interactive mode and carries out self-service conciliation for the party concerned；
Conciliation unit is presided over, the interactive mode that the conciliation group is added in trouble-shooter is adapted to provide for, presides over and reconciles for the trouble-shooter；
Recording unit is suitable for whole record mediation process.
15. case complaint report processing system according to claim 14, which is characterized in that the conciliation group is hidden number logical
Talk about videoconference group.
16. case complaint report processing system according to claim 15, which is characterized in that it is described to establish unit, it is suitable for
Extract case mark, party concerned and trouble-shooter telephone number, generate respectively with the telephone number of party concerned and trouble-shooter bind
Virtual phone number, establish conciliation group, the virtual phone number of display party concerned and trouble-shooter in the conciliation group.
17. case complaint report processing system according to claim 15, which is characterized in that the self-service conciliation unit,
When receiving either one virtual telephony dialed suitable for working as, and receiving the case mark of input, transfer adversary,
Hidden number call is carried out, dispute is mediated by phone.
18. appealing report processing system according to claim 15 to 17 any one of them case, which is characterized in that the hosting
Conciliation unit when suitable for receiving signal that programmable button is triggered in party concerned's communication process, invites trouble-shooter that electricity is added
Meeting is talked about, is mediated by videoconference.
19. case complaint report processing system according to claim 14, which is characterized in that the conciliation group is Instant Messenger
Believe that online chat room, the chatroom provide word, voice, video at least one online communication mode and linked up, and be suitable for
The information of the following at least one type of transmission：Picture, expression, attachment.
20. case complaint report processing system according to claim 19, which is characterized in that the conciliation group membership also wraps
Intelligent robot is included, the intelligent robot is suitable in mediation process, case conciliation is presided over and supervise, according to training in advance
Knowledge base answers the laws and regulations consulting of party concerned.
21. case complaint report processing system according to claim 20, which is characterized in that the hosting conciliation unit,
Suitable for record real-time Transmission will be reconciled to the trouble-shooter in due course so that trouble-shooter carries out situation according to case and selects to be added, main
Hold conciliation.
22. case complaint report processing system according to claim 14, which is characterized in that further include：Similar cases push away
Unit is recommended, is suitable for according to the present case information of input, using the historical data computation model generated according to history case data,
The similarity with present case is calculated, according to sequencing of similarity, the recommended similar cases data of output.
23. case complaint report processing system according to claim 22, which is characterized in that further include：Model generates single
Member is suitable for " complaint report particular problem " field according to history case data, after removing spcial character and stop words, participle life
At dictionary and vectorial language material and preserve dictionary；Input the vectorial language material and generate tfidf value vectors, according to the tfidf values to
Amount and dictionary calculate Vector Space Model；Index file is established according to Vector Space Model；Output index text
Part and model file.
24. case complaint report processing system according to claim 14, which is characterized in that further include：It is intelligent to send case list
Member, suitable for when detecting that user needs to carry out triage operator, the address information that has been inputted according to user, current department, shunting
Type information calculates the corresponding level of recommendation department according to the Indexing Mechanism pre-established；The address currently inputted according to user
Information improves the weight proportion for meeting level, and weight is calculated according to the keyword for meeting level；It is exported according to weight sequence
Recommendation department.
25. a kind of application apparatus, including memory and processor, it is stored with and can runs on the processor on the memory
Computer instruction, which is characterized in that perform claim requires any one of 1 to 13 when the processor runs the computer instruction
The step of the method.
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