CN109214725A - Insure question processing method and device - Google Patents
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Abstract
This application provides a kind of insurance question processing methods, comprising: generates blank problem according to the insurance problem reported；According to preset classifying rules, the blank problem is subjected to classification processing, obtains project problem；According to preset grade classification rule, grade classification is carried out to the project problem；According to preset allocation rule, corresponding case personnel are distributed to different grades of project problem and are handled.Using this method, by carrying out classification and grade classification to the insurance problem reported, project problem is automatically assigned to case personnel to handle, the whole process for reporting problem to development process problem from business is managed, problem, record problem, problem analysis will be reported by normalisation rule and realize getting through for each link interface, achieve the purpose that whole process automatic distributing is handled.
Description
Technical field
This application involves insurance fields, and more specifically, it relates to a kind of insurance question processing method and devices.
Background technique
In the process of the dealing by single problem of insurance industry, frequently refer to report the reception of problem, record, classification,
Analysis, processing.Wherein, problem is reported there are many approach: OA (Office Automation, office automatic), UC (Unified
Communications, Unified Communication), wechat, phone, mobile terminal receive etc..
But since business personnel's feedback problem is unclear, can not specifically describe operating process, report problem personnel ability
It is irregular the problems such as, cause processing problem case personnel understand and processing problem will appear deviation, cause personnel and
The significant wastage of cost.
Summary of the invention
In view of this, solving case in the prior art this application provides a kind of insurance question processing method and device
The problem of personnel understand and processing problem will appear deviation.
To achieve the above object, the application provides the following technical solutions:
A kind of insurance question processing method, comprising:
Blank problem is generated according to the insurance problem reported；
According to preset classifying rules, the blank problem is subjected to classification processing, obtains project problem；
According to preset grade classification rule, grade classification is carried out to the project problem；
According to preset allocation rule, different grades of project problem is distributed at corresponding case personnel
Reason.
Above-mentioned method, it is preferred that after the insurance problem that the basis reports generates blank problem, the method is also wrapped
It includes:
Generation problem major key, described problem major key is for tracking the insurance problem, described problem major key and institute
The information for stating insurance problem is related, and the information of the insurance problem includes at least one of order number, number of policy, keyword.
Above-mentioned method, it is preferred that it is described according to preset classifying rules, the blank problem is subjected to classification processing,
Project problem is obtained, including；
According to service node, major class division is carried out to the blank problem, obtains major class classification；
According to functional node, the blank problem after dividing to major class carries out group division, obtains group classification；
Project problem is obtained according to the major class classification and group classification for blank problem addition label.
Above-mentioned method, it is preferred that it is described according to the major class classification and group classification, for blank problem addition mark
After note, the method also includes:
The insurance problem of upload is identified, obtains the insurance problem of written form, the insurance problem includes with text
The insurance problem that font formula uploads and the insurance problem reported with speech form；
According to preset processing rule, the insurance problem of the written form is processed, obtains linguistic form rule
Insurance problem；
It is divided according to major class and group divides and the insurance problem of linguistic form rule, the blank is asked
Topic is updated, and obtains project problem.
Above-mentioned method, it is preferred that if carrying out the major class classification that major class divides to the blank problem is to generate to protect
It is when before dangerous order, then described that the blank problem is updated, after obtaining project problem, the method also includes:
To the description in the insurance problem uploaded with graphic form or the insurance problem reported with speech form with timely
Between section identified, obtain the particular problem information in the project problem, project described in the particular problem information representation
The particular content of problem.
Above-mentioned method, it is preferred that if carrying out the major class classification that major class divides to the blank problem is to generate to protect
It is described that the blank problem is updated when after dangerous order and before generating declaration form, it is described after obtaining project problem
Method further include:
According to the order number of the order and the insurance problem reported, obtain trace log so that according to it is described with
Track log determines the particular content of the project problem.
Above-mentioned method, it is preferred that if carrying out the major class classification that major class divides to the blank problem is to generate guarantor
It is described that the blank problem is updated after list, after obtaining project problem, the method also includes:
According to the functional node that the corresponding group of the declaration form problem divides, log and identification insurance information are obtained, with
So that determining the particular content of the project problem according to the log and identification insurance information.
A kind of insurance issue handling device, comprising:
Blank module, for generating blank problem according to the insurance problem reported；
Categorization module, for the blank problem being carried out classification processing, the project of obtaining is asked according to preset classifying rules
Topic；
Grade module, for carrying out grade classification to the project problem according to preset grade classification rule；
Distribution module, for distributing corresponding to different grades of project problem according to preset allocation rule
Case personnel are handled.
A kind of electronic equipment, comprising:
Processor；And
Memory, for storing the executable instruction of the processor；
Wherein, the processor is configured to execute insurance described in any of the above embodiments via the executable instruction is executed
Question processing method.
A kind of computer readable storage medium, is stored thereon with computer program, realization when which is executed by processor
Insurance question processing method described in any of the above embodiments.
It can be seen via above technical scheme that compared with prior art, this application provides a kind of insurance issue handling sides
Method, comprising: blank problem is generated according to the insurance problem reported；According to preset classifying rules, the blank problem is carried out
Classification processing obtains project problem；According to preset grade classification rule, grade classification is carried out to the project problem；According to
Preset allocation rule is distributed corresponding case personnel to different grades of project problem and is handled.Using this method,
By carrying out classification and grade classification to the insurance problem reported, project problem is automatically assigned at case personnel
Reason, the whole process for reporting problem to development process problem from business are managed, and problem, record problem, problem analysis will be reported to pass through
It normalisation rule and realizes that each link interface is got through, achievees the purpose that whole process automatic distributing is handled.
Detailed description of the invention
In order to illustrate the technical solutions in the embodiments of the present application or in the prior art more clearly, to embodiment or will show below
There is attached drawing needed in technical description to be briefly described, it should be apparent that, the accompanying drawings in the following description is only this
The embodiment of application for those of ordinary skill in the art without creative efforts, can also basis
The attached drawing of offer obtains other attached drawings.
Fig. 1 is a kind of flow chart for insuring question processing method embodiment 1 provided by the present application；
Fig. 2 is a kind of flow chart for insuring question processing method embodiment 2 provided by the present application；
Fig. 3 is a kind of flow chart for insuring question processing method embodiment 3 provided by the present application；
Fig. 4 is a kind of flow chart for insuring question processing method embodiment 4 provided by the present application；
Fig. 5 is a kind of flow chart for insuring question processing method embodiment 5 provided by the present application；
Fig. 6 is a kind of flow chart for insuring question processing method embodiment 6 provided by the present application；
Fig. 7 is a kind of flow chart for insuring question processing method embodiment 7 provided by the present application；
Fig. 8 is a kind of flow chart for insuring question processing method embodiment 8 provided by the present application；
Fig. 9 is a kind of structural schematic diagram for insuring issue handling Installation practice provided by the present application；
Figure 10 is the structural schematic diagram of a kind of electronic equipment embodiment provided by the present application；
Figure 11 is the management schematic diagram of dealing by single in a kind of insurance question processing method provided by the present application；
Figure 12 is a kind of idiographic flow schematic diagram for insuring question processing method provided by the present application.
Specific embodiment
Below in conjunction with the attached drawing in the embodiment of the present application, technical solutions in the embodiments of the present application carries out clear, complete
Site preparation description, it is clear that described embodiments are only a part of embodiments of the present application, instead of all the embodiments.It is based on
Embodiment in the application, it is obtained by those of ordinary skill in the art without making creative efforts every other
Embodiment shall fall in the protection scope of this application.
It should be noted that the method in the application, is applied to PM (project management, project management) system
In, which is specifically record problem and the platform for solving the problems, such as issue track.
As shown in Figure 1, for a kind of flow chart for insuring question processing method embodiment 1 provided by the present application, this method
The following steps are included:
Step S101: blank problem is generated according to the insurance problem reported；
Wherein, this reports the approach of insurance problem to have OA, UC, JIRA, acquisition for mobile terminal etc..
Correspondingly, client/business personnel reports approach by above-mentioned, in the various insurance relevant issues encountered
Report, the mode reported can report for word content or picture and text form reports (will such as insure problem content with screenshot
Mode reports).
Wherein, the problem of mobile terminal reports, system automatic identification obtain, policy information, target information, error information etc..
Specifically, the detailed process of the generation blank problem is that the insurance problem that will be reported passes through itself language or technology layer
The operation record in face is into PM system.
It should be noted that the tool that the blank problem is corresponding to record problem, replys problem apposition.Its
In, which is exactly a problem of rule records and solves state, which includes: initially, have confirmed that, solved
Certainly, it is turned off.
Step S102: according to preset classifying rules, the blank problem is subjected to classification processing, obtains project problem；
Wherein, it is preset with classifying rules in the system, the blank problem that this is reported is classified and handled, and phase is obtained
The project problem answered.
It should be noted that can be explained in detail for the step in subsequent embodiment, it is not detailed in the present embodiment.
Step S103: according to preset grade classification rule, grade classification is carried out to the project problem；
Wherein, it is the PM problem with the PM system matches that this, which generates project problem,.
Specifically, the PM system pushes grade classification according to classification, the project problem is subjected to grade classification to realize.
It should be noted that can be explained in detail for the step in subsequent embodiment, it is not detailed in the present embodiment.
Step S104: according to preset allocation rule, corresponding case people is distributed to different grades of project problem
Member is handled.
It should be noted that since the processing capacity of case personnel and processing direction are different, it is classified as different etc.
Grade.
It handles, solves correspondingly, the different grades of project problem is distributed to corresponding case personnel
Due to many problems caused by reporting problem mixed and disorderly need it is secondary, three times handle, in turn result in case personnel's operating efficiency it is low and
The problems such as personnel cost investment is big.
To sum up, a kind of insurance question processing method provided in this embodiment, comprising: generated according to the insurance problem reported young
Shape problem；According to preset classifying rules, the blank problem is subjected to classification processing, obtains project problem；According to preset
Grade classification rule carries out grade classification to the project problem；According to preset allocation rule, different grades of project is asked
Topic is distributed corresponding case personnel and is handled.Using this method, by the insurance problem reported carry out classification and
Grade classification, is automatically assigned to case personnel for project problem and handles, and reports problem to development process problem from business
Whole process control will report problem, record problem, problem analysis by normalisation rule and realize beating for each link interface
It is logical, achieve the purpose that whole process automatic distributing is handled.
As shown in Figure 2, for a kind of flow chart for insuring question processing method embodiment 2 provided by the present application, this method
The following steps are included:
Step S201: blank problem is generated according to the insurance problem reported；
Wherein, step S201 is consistent with step S101 in embodiment 1, does not repeat them here in the present embodiment.
Step S202: problem major key is generated；
Wherein, described problem major key for tracking to the insurance problem, ask with the insurance by described problem major key
The information of topic is related, and the information of the insurance problem includes at least one of order number, number of policy, keyword.
In specific implementation, when leading to the problem of blank, corresponding major key is also led to the problem of in PM system, so that based on should
Problem major key tracks the insurance documentation, and then realizes the corresponding inquiry item for saving the message encountered in operating process from damage
Part.
Specifically, during processing problem, case personnel, can in lookup according to the screenshot and language description for reporting problem
To retrieve the content inquired as major key into backstage log or database.
It should be noted that being to be closed in order number or screenshot content before generating number of policy in specific implementation
Key word carries out dissection process.But it is more in process of production, to save the problem of encountering in operating process from damage.So described herein
It is also most major key inquiries for generating data cases, i.e. the problem major key is using number of policy as associate field.
Therefore, using number of policy major key as associate field, problem submit when to declaration form and save from damage operation whole process log
Tracking, the modules intercommunication such as problem of implementation record, reproduction, case study.By problem escalation record, problem types standardization, problem
Content standardization, issue track whole process carry out each link interconnection, realize a stack case management process, simplify case
Management process also solves the human cost of redundant operation while improving working efficiency.
Step S203: according to preset classifying rules, the blank problem is subjected to classification processing, obtains project problem；
Step S204: according to preset grade classification rule, grade classification is carried out to the project problem；
Step S205: according to preset allocation rule, corresponding case people is distributed to different grades of project problem
Member is handled.
Wherein, step S203-205 is consistent with step S102-104 in embodiment 1, does not repeat them here in the present embodiment.
To sum up, in a kind of insurance question processing method provided in this embodiment, further includes: problem major key is generated, it is described to ask
It is related to the information of the insurance problem to inscribe major key, the information of the insurance problem includes order number, number of policy, in keyword
It is at least one.Using this method, to insure the specific information of problem as associate field, to declaration form and save from damage when problem is submitted
Operate whole process log tracks, the modules intercommunications such as problem of implementation record, reproduction, case study.By problem escalation record, problem class
Type standardization, problem content standardization, issue track whole process carry out each link interconnection, realize a stack case management stream
Journey simplifies case management process, also solves the human cost of redundant operation while improving working efficiency.
As shown in Figure 3, for a kind of flow chart for insuring question processing method embodiment 3 provided by the present application, this method
The following steps are included:
Step S301: blank problem is generated according to the insurance problem reported；
Wherein, step S301 is consistent with step S101 in embodiment 1, does not repeat them here in the present embodiment.
Step S302: according to service node, major class division is carried out to the blank problem, obtains major class classification；
Specifically, for general service process, which includes before generating order, generates order to having paid
At, generate declaration form and the nodes such as save from damage；And for Internet company, what is referred to is exactly before generating order, and order is generated and ordered into
Before declaration form, declaration form and declaration form this process are generated.
Wherein, according to the service node, which is divided into corresponding several major class,
Specifically, being to have several links that can report an error before changing into declaration form: such as: recording single interface can report an error, at this time can be with
Screenshot report problem, reporting an error before this does not generate order can return in " not generating order " link, in this link,
Report problem screenshot, if screenshot to current time or corresponding relation information, if client, ensureing content, system
Subsequent the logs such as current operation can be obtained into log automatically according to these information.
Specifically, generating declaration form after payment, this link is defined as this ring " before generation declaration form " when not generating declaration form
Section, this link are existing order numbers, system can according to the problem of reporting and the inquiry backstage log of the information of order number and
With database, the element that client reports problem is more accurately obtained.
Specifically, can do after " declaration form generation " and save from damage, do some other operations, at this moment generate and report an error again, system
Then the case where reporting an error, can be identified according to policy information, and obtain wanting for respective handling problem in backstage log and database
Element.
Step S303: according to functional node, the blank problem after dividing to major class carries out group division, obtains group class
Not；
Specifically, being divided with realizing according to each functional node by search KnowledgeBase-query subclassification Question Classification.
Wherein, which specifically includes: function of insuring, payment function, core protect function, correct insurer, correct guarantor
Volume premium, surrender, cancellation etc..
It should be noted that according to known to working experience, in insurance industry, a declaration form needed from generating termination through
The overall process gone through or operated, each node during this just refer to function of insuring (generating the function before order), pay function
(order delivery operation can be generated), core generates guarantor after protecting function (needing system core to protect before payment after generating order), payment
It is single, then it can do and save from damage, i.e., operation be corrected to some of declaration form: such as correct insurer, correct protection amount, correct premium, surrender, note
Pin etc..
So the functional node divides group, corresponding to being a declaration form from the generation of order to each operation of end
Functional node divided.
Step S304: according to the major class classification and group classification, for blank problem addition label, the project of obtaining is asked
Topic；
Wherein, which is used to refer to show the classification for carrying out blank problem, and the label of the addition characterizes the blank and asks
Topic corresponding major class classification and group classification.
Specifically, being to be judged automatically to identify which is specifically by the PM system for the operation of blank problem addition label
The process that link error is marked.
Wherein, presetting database in the PM system has class condition, this point for different subclassifications in the database
Class condition is corresponding with the functional node, then correspondingly, being based on the label, carries out inquiry you can get it the mark in the presetting database
Blank problem belonging to remembering particularly belongs to which group and which major class.
Then, it can be handled in the next steps according to the label, also facilitate case personnel that can be obtained according to the label
It is specifically which kind of classification to the project problem, to carry out specific aim processing.
Wherein, which is to meet the form of rule, is specifically as follows what case personnel in PM system were understood that
Voice and illustrate.
Step S305: according to preset grade classification rule, grade classification is carried out to the project problem；
Step S306: according to preset allocation rule, corresponding case people is distributed to different grades of project problem
Member is handled.
Wherein, step S305-306 is consistent with step S103-104 in embodiment 1, does not repeat them here in the present embodiment.
To sum up, in a kind of insurance question processing method provided in this embodiment, according to service node, to the blank problem
Major class division is carried out, major class classification is obtained；According to functional node, the blank problem after dividing to major class carries out group division, obtains
To group classification；Project problem is obtained according to the major class classification and group classification for blank problem addition label.It adopts
With this method, by carrying out the division of major class and group respectively to blank problem, and according to major class classification and group classification to this
Blank problem addition label, obtains project problem, to be handled in subsequent step according to the label, also facilitates case personnel
It can be obtained which kind of classification is the project problem be specifically according to the label, to carry out specific aim processing.
Wherein, which can be graphic form, and specially client/business personnel is reported by the way of screenshot.
As shown in Figure 4, for a kind of flow chart for insuring question processing method embodiment 4 provided by the present application, this method
The following steps are included:
Step S401: blank problem is generated according to the insurance problem reported；
Step S402: according to service node, major class division is carried out to the blank problem, obtains major class classification；
Step S403: according to functional node, the blank problem after dividing to major class carries out group division, obtains group class
Not；
Step S404: according to the major class classification and group classification, for blank problem addition label；
Wherein, step S401-504 is consistent with step S301-304 in embodiment 3, does not repeat them here in the present embodiment.
Step S405: to reporting insurance problem to identify, the insurance problem of written form is obtained；
Wherein, the insurance problem includes that the insurance problem uploaded with written form and business personnel are reported with speech form
Insurance problem.
In specific implementation, picture is reported problem by client/business personnel in a manner of screenshot, to the text in the picture into
Row identification, obtains the insurance problem of written form.
In specific implementation, client/business personnel can also report problem in the form of speech, to the information in the voice
It is identified, obtains the insurance problem of written form.
Wherein it is possible to be identified otherwise to the content of the picture using picture and text knowledge.
Step S406: according to preset processing rule, the insurance problem of the written form is processed, language is obtained
The insurance problem of formal rule；
Wherein, which can be language rule.
Specifically, the insurance problem to written form is processed, so that the language rule of problem, Question Classification
It is exhaustive in detail.So that it is subsequent arrange judge when, the problem of PM system, all seeks unity of talking, can be automatic real other with system
Judged.
In specific implementation, the project problem of the generation is to meet the form of rule, is specifically as follows case people in PM system
The voice and illustrate that member is understood that.
Step S407: dividing according to major class and group divides and the insurance problem of linguistic form rule, to institute
It states blank problem to be updated, obtains project problem；
For the insurance problem that picture and text form reports, PM system is transferred to by mobile terminal, then needs secondary operation, converted
For the language and explanation that case personnel are understood that in PM.To carrying out secondary operation, the rule of language the problem of once newly reporting
Words, Question Classification it is detailed exhaustive.Arrange judge when, the problem of PM, all seeks unity of talking, and is sought unity of talking using this
Problem is updated, and obtains project problem, is included classification (major class, group) belonging to it in the project problem and is specifically asked
Topic, then system can be judged automatically for project problem identification.
Step S408: according to preset grade classification rule, grade classification is carried out to the project problem；
Step S409: according to preset allocation rule, corresponding case people is distributed to different grades of project problem
Member is handled.
Wherein, step S408-409 is consistent with step S305-306 in embodiment 3, does not repeat them here in the present embodiment.
To sum up, in a kind of insurance question processing method provided in this embodiment, further includes: carried out to the insurance problem reported
Identification, obtains the insurance problem of written form；According to preset processing rule, the insurance problem of the written form is added
Work obtains the insurance problem of linguistic form rule；Regular according to major class division and group division and the linguistic form
Insurance problem is updated the blank problem.Using this method, by knowing to the problem of picture or speech form
Other places are managed, the project problem for obtaining language rule, classifying in detail, and case personnel can be improved in guarantee system with fast understanding
The speed of processing.
As shown in Figure 5, for a kind of flow chart for insuring question processing method embodiment 5 provided by the present application, this method
The following steps are included:
Step S501: blank problem is generated according to the insurance problem reported；
Step S502: according to service node, major class division is carried out to the blank problem, obtains major class classification；
Step S503: according to functional node, the blank problem after dividing to major class carries out group division, obtains group class
Not；
Step S504: according to the major class classification and group classification, for blank problem addition label；
Step S505: to reporting insurance problem to identify, the insurance problem of written form is obtained；
Step S506: according to preset processing rule, the insurance problem of the written form is processed, language is obtained
The insurance problem of formal rule；
Step S507: dividing according to major class and group divides and the insurance problem of linguistic form rule, to institute
Blank problem is stated to be updated；
Wherein, step S501-507 is consistent with step S401-407 in embodiment 4, does not repeat them here in the present embodiment.
Step S508: to retouching in the insurance problem uploaded with graphic form or the insurance problem reported with speech form
It states and time section is identified, obtain the particular problem information in project problem；
Wherein, the particular problem information representation particular content of the project problem.
It should be noted that updated blank problem carries out different disposal.
Specifically, in the present embodiment for the major class be generate order before when to updated blank problem at
Reason, the process for obtaining final project problem explain.
It should be noted that can choose language message mode before generating order or uploading pictures mode report
Insurance problem.
Specifically, can upload the insurance problem by mobile terminal, and the mode uploaded can be screenshot or language,
It wherein include the report of description content and time section.
Correspondingly, PM system carries out the specific problem information of automatic identification to the screenshot, language to get the project problem is arrived
Particular content.
Step S509: according to preset grade classification rule, grade classification is carried out to the project problem；
Step S510: according to preset allocation rule, corresponding case people is distributed to different grades of project problem
Member is handled.
Wherein, step S509-510 is consistent with step S408-409 in embodiment 4, does not repeat them here in the present embodiment.
To sum up, in a kind of insurance question processing method provided in this embodiment, further includes: to the guarantor uploaded with graphic form
Dangerous problem or description in the insurance problem reported with speech form and time section are identified, are obtained in project problem
Particular problem information, the particular problem information representation particular content of the project problem.Using this method, by right
The picture or voice of upload, which carry out identification, can be obtained the particular content of project problem, and processing mode is simple and easy.
It is as shown in FIG. 6, for a kind of flow chart for insuring question processing method embodiment 6 provided by the present application, this method
The following steps are included:
Step S601: blank problem is generated according to the insurance problem reported；
Step S602: according to service node, major class division is carried out to the blank problem, obtains major class classification；
Step S603: according to functional node, the blank problem after dividing to major class carries out group division, obtains group class
Not；
Step S604: according to the major class classification and group classification, for blank problem addition label；
Step S605: to reporting insurance problem to identify, the insurance problem of written form is obtained；
Step S606: according to preset processing rule, the insurance problem of the written form is processed, language is obtained
The insurance problem of formal rule；
Step S607: dividing according to major class and group divides and the insurance problem of linguistic form rule, to institute
Blank problem is stated to be updated；
Wherein, step S601-607 is consistent with step S401-407 in embodiment 4, does not repeat them here in the present embodiment.
Step S608: according to the order number of the order and the insurance problem reported, obtaining trace log, and according to
The trace log is identified project the particular content of problem；
It should be noted that carrying out different disposal to updated blank problem in different service nodes.
Specifically, in the present embodiment for the major class be generate order after generate declaration form before when to updated young bird
Shape problem is handled, and the process for obtaining final project problem explains.
Specifically, being identified to the insurance problem that this is reported, obtains its corresponding error information and then ordered according to this
The error information that odd numbers and the identification obtain, PM system automatically inquire backstage log (or even database), obtain with
The particular content of the corresponding project problem of the insurance problem.
It is comprising exact content specifically, including the element (particular content) for reporting problem in the project problem
Problem.
For example, the link of newly-generated PM problem and subdivision, obtains log and data-base content, such as confirms certain required field
For sky, then the log of tracking is updated into this record of PM.
Step S609: according to preset grade classification rule, grade classification is carried out to the project problem；
Step S610: according to preset allocation rule, corresponding case people is distributed to different grades of project problem
Member is handled.
Wherein, step S609-610 is consistent with step S408-409 in embodiment 4, does not repeat them here in the present embodiment.
To sum up, in a kind of insurance question processing method provided in this embodiment, further includes: according to the order of the order
Number and the insurance problem that reports, obtain trace log so that according to the trace log identify project problem it is specific in
Hold.Using this method, in known order number, can be obtained according to the order number and the tracking of the insurance reported problem log,
Corresponding project problem particular content can be obtained, processing mode is simple and easy.
As shown in Figure 7, for a kind of flow chart for insuring question processing method embodiment 7 provided by the present application, this method
The following steps are included:
Step S701: blank problem is generated according to the insurance problem reported；
Step S702: according to service node, major class division is carried out to the blank problem, obtains major class classification；
Step S703: according to functional node, the blank problem after dividing to major class carries out group division, obtains group class
Not；
Step S704: according to the major class classification and group classification, for blank problem addition label；
Step S705: to reporting insurance problem to identify, the insurance problem of written form is obtained；
Step S706: according to preset processing rule, the insurance problem of the written form is processed, language is obtained
The insurance problem of formal rule；
Step S707: dividing according to major class and group divides and the insurance problem of linguistic form rule, to institute
Blank problem is stated to be updated；
Wherein, step S701-707 is consistent with step S401-407 in embodiment 4, does not repeat them here in the present embodiment.
Step S708: the functional node divided according to the corresponding group of the declaration form problem obtains log and identification is protected
Dangerous information, and identified project the particular content of problem according to the log and identification insurance information；
It should be noted that carrying out different disposal to updated blank problem in different service nodes.
Specifically, in the present embodiment for the major class be after leading to the problem of declaration form when to updated blank at
Reason, obtains explaining for final project problem.
Specifically, carrying out identifying the insurance problem reported, obtaining its corresponding letter that reports an error according to the information in the declaration form
Breath.
Wherein, which can go to obtain corresponding backstage log according to the functional node of the corresponding subclassification of the problem
And inquired from database, obtain project problem corresponding with the insurance problem.
Specifically, it includes the element for reporting problem that the project problem, which refers to, it is accurate problem.
Step S709: according to preset grade classification rule, grade classification is carried out to the project problem；
Step S710: according to preset allocation rule, corresponding case people is distributed to different grades of project problem
Member is handled.
Wherein, step S709-710 is consistent with step S408-409 in embodiment 4, does not repeat them here in the present embodiment.
To sum up, in a kind of insurance question processing method provided in this embodiment, further includes: corresponding according to the declaration form problem
Group divide functional node, obtain log and identification insurance information so that according to the log and identification insure
Information is identified project the particular content of problem.It, can be according to the declaration form in existing declaration form using this method using this method
In information and the insurance problem that reports inquired, obtain corresponding project problem particular content, processing mode is simply easy
Row.
As shown in Figure 8, for a kind of flow chart for insuring question processing method embodiment 8 provided by the present application, this method
The following steps are included:
Step S801: blank problem is generated according to the insurance problem reported；
Step S802: according to preset classifying rules, the blank problem is subjected to classification processing, obtains project problem；
Wherein, step S801-802 is consistent with step S101-102 in embodiment 1, does not repeat them here in the present embodiment.
Step S803:, will be described according to the classification of the project problem, particular content and preset grade classification rule
Project problem is divided at least three grades；
Specifically, obtaining log and data-base content according to the PM project problem and the classification of subdivision.
Wherein, which is divided into consulting class problem, operation class problem, data class problem, program class problem
(bug), which can be corresponding according to the classification divided in abovementioned steps.
Wherein, the consulting class problem and action bar problem be as level-one, and as second level, which asks the data-flow problem
Topic is used as three-level.
Specifically, such as confirming that certain required field then updates the log of tracking into this record of PM for sky, and grade is drawn
It is divided into procedural problem.Such as newly-generated PM problem, client will be corrected by personnel people's information, but system prompt generates messy code, system
When identifying personnel's name rarely used word, such situation will be divided into data problem.The division of procedural problem and data problem, root
It is parsed according to log acquisition and data base querying content, to determine being procedural problem or data problem.
Correspondingly, distributing different case personnel according to grade difference.Case personnel are also classified into three-level, according to problematic amount point
The difference matched also lays in different personnel simultaneously.
Wherein, level-one personnel handle consulting class and operation class problem, second level personnel are responsible for data class problem, three-level class personnel
It is responsible for program class problem.
It should be noted that updating PM solution after processing and solving state.In specific implementation, newest Resolving probiems
Afterwards, solution to problem and processing result are updated, and charges to knowledge sharing library, so as to the subsequent of dealing by single system
Optimization is prepared.
Step S804: according to preset allocation rule, corresponding case people is distributed to different grades of project problem
Member is handled.
Wherein, step S804 is consistent with step S104 in embodiment 1, does not repeat them here in the present embodiment.
To sum up, in a kind of insurance question processing method provided in this embodiment, this is right according to preset grade classification rule
The project problem carries out grade classification, comprising: is drawn according to the classification of the project problem, particular content and preset grade
Divider then, by the project problem is divided at least three grades.Using this method, drawn by carrying out grade to project problem
Point, so that subsequent different grades of case personnel are handled, by formulating each insurance dealing by single Question Classification standard, problem
Problem standardization etc. is reported to formulate, situations such as to solve the working efficiency encountered during case person works low cumbersome redundancy.
Corresponding with a kind of insurance question processing method embodiment of the above-mentioned offer of the application, present invention also provides one
Kind insurance issue handling Installation practice.
As shown in Figure 9 is a kind of structural schematic diagram for insuring issue handling Installation practice provided by the present application, comprising:
Blank module 901, categorization module 902, grade module 903 and distribution module 904；
Wherein, blank module, for generating blank problem according to the insurance problem reported；
Wherein, categorization module, for the blank problem being carried out classification processing, is obtained according to preset classifying rules
Project problem；
Wherein, grade module, for carrying out grade classification to the project problem according to preset grade classification rule；
Wherein, distribution module, for distributing respective level to different grades of project problem according to preset allocation rule
Case personnel handle.
Preferably, which further includes major key module, and for generating problem major key, described problem major key is used for the guarantor
Dangerous problem is tracked, and described problem major key is related to the information of the insurance problem, and the information of the insurance problem includes ordering
At least one of odd numbers, number of policy, keyword.
Preferably, the categorization module includes: major class unit and group unit；
The major class unit, for carrying out major class division to the blank problem according to service node；
The group unit, for according to functional node, the blank problem after dividing to major class to carry out group division.
Preferably, the categorization module further include: recognition unit and updating unit；
The recognition unit is identified for the insurance problem to graphic form, obtains the insurance problem of written form；
According to preset processing rule, the insurance problem of the written form is processed, the insurance for obtaining linguistic form rule is asked
Topic；
The updating unit, for according to major class division and group division and the insurance of linguistic form rule
Problem is updated the project problem.
Preferably, the categorization module further includes first processing units, for upload picture or business personnel converge
It notifies the description in breath and time section is identified, obtain particular problem information.
Preferably, the categorization module further includes the second processing unit, for order number, the Yi Jishang according to the order
The insurance problem of report obtains trace log.
Preferably, the categorization module further includes third processing unit, for according to the corresponding group of the declaration form problem
The functional node of division obtains log and identification insurance information.
To sum up, in a kind of insurance issue handling device provided in this embodiment, by dividing the insurance problem reported
Project problem is automatically assigned to case personnel and handled, reports problem to development process from business by class and grade classification
The whole process of problem is managed, and will be reported problem, record problem, problem analysis by normalisation rule and is realized each link interface
Get through, achieve the purpose that whole process automatic distributing handle.
Corresponding with a kind of insurance question processing method embodiment of the above-mentioned offer of the application, present invention also provides one
Kind electronic equipment embodiment.
As shown in Figure 10 is the structural schematic diagram of a kind of electronic equipment embodiment provided by the present application, which answers
Insurance question processing method in embodiment in aforementioned manners.The electronic equipment includes: processor 1001 and memory 1002；
Wherein, memory, for storing the executable instruction of the processor；
Wherein, the processor is configured to execute in any of the above-described embodiment of the method via the executable instruction is executed
The insurance question processing method.
To sum up, a kind of electronic equipment provided in this embodiment, by carrying out classification and grade to the insurance problem reported
It divides, project problem is automatically assigned to case personnel and is handled, reports problem to the full stream of development process problem from business
Journey control will report problem, record problem, problem analysis by normalisation rule and realize getting through for each link interface, reaches
To the purpose of whole process automatic distributing processing.
Corresponding with a kind of insurance question processing method embodiment of the above-mentioned offer of the application, present invention also provides one
Kind computer readable storage medium, is stored thereon with computer program, realizes that the above method is real when which is executed by processor
Apply insurance question processing method described in example.
Wherein, the storage medium include: USB flash disk, mobile hard disk, read-only memory (ROM, Read-Only Memory), with
Machine accesses various Jie that can store program code such as memory (RAM, Random Access Memory), magnetic or disk
Matter.
Corresponding with a kind of insurance question processing method embodiment of the above-mentioned offer of the application, present invention also provides one
Kind insurance question processing method concrete scene.
As shown in figure 11, for the management schematic diagram of dealing by single in the insurance question processing method.
Step S1101: problem escalation forms preliminary PM problem；
Wherein, which is the blank problem.
Step S1102: standardization issue classification, issue track；
Wherein, in the step, which is standardized, and after being classified, tracking problem processing
Process.
Step S1103: solving the problems, such as, write-back PM.
Wherein, in the step, after the case personnel of rank corresponding with the problem solve the problems, such as, by the result write-back of solution
In PM system, so that the optimization of subsequent dealing by single system is prepared.
As shown in figure 12, for the idiographic flow schematic diagram of the insurance question processing method.
Step S1201: project starts；
Step S1202: problem escalation；
Step S1203: PM blank problem is formed；
Step S1204: case parsing divides major class；
Step S1205: case segments group；
Step S1206: case submits label according to classification；
Step S1207: whether order is not generated；
If not, executing step S1208；If it is execution step S1210；
Step S1208: whether before generating order and generating declaration form；
If not, executing step S1209；If so, executing step S1211；
Step S1209: declaration form full operation log track following；
Step S1210: order, operation screenshot identification are not generated；
Step S1211: log track is generated according to order number；
Step S1212: different situations generate new PM problem, and push grade classification according to classification；
Step S1213: according to the different respectively different case personnel of grade；
Step S1214: updating PM solution after processing and solves state；
Step S1215: project is closed.
Each embodiment in this specification is described in a progressive manner, the highlights of each of the examples are with other
The difference of embodiment, the same or similar parts in each embodiment may refer to each other.The device provided for embodiment
For, since it is corresponding with the method that embodiment provides, so being described relatively simple, related place is said referring to method part
It is bright.
To the above description of provided embodiment, professional and technical personnel in the field is made to can be realized or use the application.
Various modifications to these embodiments will be readily apparent to those skilled in the art, as defined herein
General Principle can be realized in other embodiments without departing from the spirit or scope of the application.Therefore, the application
It is not intended to be limited to the embodiments shown herein, and is to fit to and principle provided in this article and features of novelty phase one
The widest scope of cause.
Claims (10)
1. a kind of insurance question processing method characterized by comprising
Blank problem is generated according to the insurance problem reported；
According to preset classifying rules, the blank problem is subjected to classification processing, obtains project problem；
According to preset grade classification rule, grade classification is carried out to the project problem；
According to preset allocation rule, corresponding case personnel are distributed to different grades of project problem and are handled.
2. the method according to claim 1, wherein the insurance problem that reports of the basis generate blank problem it
Afterwards, the method also includes:
Generation problem major key, described problem major key is for tracking the insurance problem, described problem major key and the guarantor
The information of dangerous problem is related, and the information of the insurance problem includes at least one of order number, number of policy, keyword.
3. the blank is asked the method according to claim 1, wherein described according to preset classifying rules
Topic carries out classification processing, obtains project problem, including；
According to service node, major class division is carried out to the blank problem, obtains major class classification；
According to functional node, the blank problem after dividing to major class carries out group division, obtains group classification；
Project problem is obtained according to the major class classification and group classification for blank problem addition label.
4. according to the method described in claim 3, it is characterized in that, described according to the major class classification and group classification, for institute
After stating blank problem addition label, the method also includes:
The insurance problem of upload is identified, obtain the insurance problem of written form, the insurance problem includes with text shape
The insurance problem that formula uploads and the insurance problem reported with speech form；
According to preset processing rule, the insurance problem of the written form is processed, the guarantor of linguistic form rule is obtained
Dangerous problem；
According to major class divide and group divide and linguistic form rule insurance problem, to the blank problem into
Row updates, and obtains project problem.
5. according to the method described in claim 4, it is characterized in that, if being divided to blank problem progress major class big
Class classification is to generate before insuring order, then described to be updated to the blank problem, after obtaining project problem, the side
Method further include:
The description in insurance problem and time reported to the insurance problem uploaded with graphic form or with speech form is cut
Point is identified, the particular problem information in the project problem, project problem described in the particular problem information representation are obtained
Particular content.
6. according to the method described in claim 4, it is characterized in that, if being divided to blank problem progress major class big
Class classification is after generating insurance order and when before generating declaration form, described to be updated to the blank problem, obtains item
After mesh problem, the method also includes:
According to the order number of the order and the insurance problem reported, trace log is obtained, with true according to the trace log
The particular content of the fixed project problem.
7. according to the method described in claim 4, it is characterized in that, if being divided to blank problem progress major class big
Class classification is after generating declaration form, and described to be updated to the blank problem, after obtaining project problem, the method is also wrapped
It includes:
According to the functional node that the corresponding group of the declaration form problem divides, log and identification insurance information are obtained, with basis
The log and identification insurance information determine the particular content of the project problem.
8. a kind of insurance issue handling device characterized by comprising
Blank module, for generating blank problem according to the insurance problem reported；
Categorization module, for the blank problem being carried out classification processing, obtains project problem according to preset classifying rules；
Grade module, for carrying out grade classification to the project problem according to preset grade classification rule；
Distribution module, for distributing corresponding case people to different grades of project problem according to preset allocation rule
Member is handled.
9. a kind of electronic equipment characterized by comprising
Processor；And
Memory, for storing the executable instruction of the processor；
Wherein, the processor be configured to via execute the executable instruction come perform claim require it is 1~7 described in any item
Insure question processing method.
10. a kind of computer readable storage medium, is stored thereon with computer program, which is characterized in that the program is by processor
Claim 1~7 described in any item insurance question processing methods are realized when execution.
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| CN111091473A (en) * | 2019-11-25 | 2020-05-01 | 泰康保险集团股份有限公司 | Insurance problem analysis and processing method and device |
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