CN109300051A - Claims Resolution service processing method, device and computer equipment based on data analysis - Google Patents
Claims Resolution service processing method, device and computer equipment based on data analysis Download PDFInfo
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Abstract
A kind of Claims Resolution service processing method, device and computer equipment based on data analysis provided herein, it include: id information when obtaining client's Claims Resolution, and according to the id information, label information corresponding with the id information is matched based on Data Matching in the database；The corresponding relationship of the id information Yu client's label information is stored in the database；According to the label information, matches the service regulation information of the corresponding client in the database based on Data Matching, the corresponding relationship of the label information Yu service regulation information is preset in the database；The service regulation information is pushed into customer service terminal.Claims Resolution service processing method, device and computer equipment based on data analysis provided herein carries out differentiated service according to the label information of client, promotes user experience.
Description
Technical field
This application involves data analysis technique field, in particular to a kind of Claims Resolution service processing side based on data analysis
Method, device and computer equipment.
Background technique
Existing Claims Resolution system is no corresponding label function, when receiving the Claims Resolution case of Claims Resolution client, client
Personnel do not know which kind of client the client of Claims Resolution case belongs to, and cannot provide the service of differentiation for different clients, unfavorable
In raising customer experience；Service at that time, is not also easy to generate the complaint risk of Claims Resolution client.
Summary of the invention
The main purpose of the application is to provide a kind of Claims Resolution service processing method, device and computer based on data analysis
Equipment carries out differentiated service according to the label information of client, promotes user experience.
To achieve the above object, this application provides a kind of Claims Resolution service processing methods based on data analysis, including with
Lower step:
Obtain id information when client's Claims Resolution, and according to the id information, match in the database based on Data Matching and
The corresponding label information of the id information；Id information pass corresponding with client's label information is stored in the database
System；
According to the label information, the service regulation letter of the corresponding client is matched in the database based on Data Matching
It ceases, the corresponding relationship of the label information Yu service regulation information is preset in the database；
The service regulation information is pushed into customer service terminal, so that contact staff checks.
Further, the described the step of service regulation information is pushed into customer service terminal, further includes:
The corresponding label information of the client is pushed into the customer service terminal together.
Further, required corresponding upload when the service regulation information includes client's Claims Resolution of different label informations
Document information, the described the step of service regulation information is pushed into customer service terminal, comprising:
The required corresponding document information uploaded is sent to the customer service terminal when by client Claims Resolution, for customer service people
Member checks.
Further, corresponding contact staff when the service regulation information includes client's Claims Resolution of different label informations
Information；It is described according to the label information, match the service regulation letter of the corresponding client in the database based on Data Matching
The step of breath, comprising:
According to the label information, matched in the preset label information of database and the corresponding relationship of service regulation information
Handle contact staff's information of client's Claims Resolution service.
Further, the id information obtained when client settles a claim, and according to the id information, based on Data Matching in number
Before the step of matching label information corresponding with the id information in library, comprising:
The id information of customer insured and its corresponding label information are obtained, and generates corresponding relationship and is stored in the number
According in library.
Further, described to obtain the id information of customer insured and its corresponding label information, and generate corresponding pass
It is stored in front of the step in the database, comprising:
Obtain the identity attribute information of customer insured；
The identity attribute information input of the customer insured to preset label is generated in model and is calculated, to generate
State the label information of customer insured；Wherein, it is the identity attribute using known client's label information that the label, which generates model,
Information, based on obtained by convolutional neural networks model training.
Further, before described the step of obtaining the identity attribute information of customer insured, comprising:
By the client identity attribute information for including in preset label training set be input in convolutional neural networks model into
Row training generates model to obtain the label.
Present invention also provides a kind of Claims Resolution service processing devices based on data analysis, comprising:
First matching unit is based on Data Matching for obtaining id information when client's Claims Resolution, and according to the id information
Label information corresponding with the id information is matched in the database；It is stored with the id information in the database and client marks
Sign the corresponding relationship of information；
Second matching unit, for according to the label information, the service of the corresponding client of matching to be advised in the database
Then information is preset with the corresponding relationship of the label information Yu service regulation information in the database；
Push unit, for the service regulation information to be pushed to the display page of customer service terminal.
The application also provides a kind of computer equipment, including memory and processor, is stored with calculating in the memory
The step of machine program, the processor realizes any of the above-described the method when executing the computer program.
The application also provides a kind of computer readable storage medium, is stored thereon with computer program, the computer journey
The step of method described in any of the above embodiments is realized when sequence is executed by processor.
Provided herein Claims Resolution service processing method, device and computer equipment based on data analysis, have with
It is lower the utility model has the advantages that
Claims Resolution service processing method, device and computer equipment based on data analysis provided herein, comprising: obtain
Id information when client being taken to settle a claim, and according to the id information, it is matched in the database and the id information based on Data Matching
Corresponding label information；The corresponding relationship of the id information Yu client's label information is stored in the database；According to described
Label information, matches the service regulation information of the corresponding client based on Data Matching in the database, pre- in the database
Corresponding relationship equipped with the label information Yu service regulation information；The service regulation information is pushed into customer service terminal, with
It is checked for contact staff；Differentiated service is carried out according to the label information of client, promotes user experience.
Detailed description of the invention
Fig. 1 is the Claims Resolution service processing method step schematic diagram based on data analysis in one embodiment of the application；
Fig. 2 is the Claims Resolution service processing method step schematic diagram based on data analysis in another embodiment of the application；
Fig. 3 is the Claims Resolution service processing device structural block diagram based on data analysis in one embodiment of the application；
Fig. 4 is the Claims Resolution service processing device structural block diagram based on data analysis in another embodiment of the application；
Fig. 5 is the structural schematic block diagram of the computer equipment of one embodiment of the application.
The embodiments will be further described with reference to the accompanying drawings for realization, functional characteristics and the advantage of the application purpose.
Specific embodiment
It is with reference to the accompanying drawings and embodiments, right in order to which the objects, technical solutions and advantages of the application are more clearly understood
The application is further elaborated.It should be appreciated that specific embodiment described herein is only used to explain the application, not
For limiting the application.
Referring to Fig.1, a kind of Claims Resolution service processing method based on data analysis is provided in one embodiment of the application, including
Following steps:
Step S1 obtains id information when client's Claims Resolution, and according to the id information, in the database based on Data Matching
Match label information corresponding with the id information；Pair of the id information Yu client's label information is stored in the database
It should be related to；
Step S2 matches the service of the corresponding client based on Data Matching according to the label information in the database
Rule Information is preset with the corresponding relationship of the label information Yu service regulation information in the database；
The service regulation information is pushed to customer service terminal, so that contact staff checks by step S3.
In the present embodiment, the above-mentioned method based on data analysis is applied to Claims Resolution customer service system (abbreviation CIS), the system
It runs on server, above-mentioned Claims Resolution customer service system, that is, contact staff plateform system used when settling a claim for client.Above-mentioned number
It is database used in Claims Resolution customer service system according to library, the id information of all customer insureds and its right is previously stored in the database
The label information answered, and be provided with the corresponding relationship of the label information Yu service regulation information in advance.The ID of above-mentioned client
The serial number set up when information is insured by client or identification code etc., are used to indicate client；Client is in Claims Resolution, equally
This id information is used, to ensure the unique identification of client, convenient for identification client.
Above-mentioned label information refers to the grade label set up for different clients, the different expressions of label information
It is that customer grade of the client in above-mentioned Claims Resolution customer service system is different.In the present embodiment, above-mentioned label information includes most distinguished visitor
Family label, professional sensitivity client label, value customer's label, complaint risk client label, blacklist label.Above-mentioned label information
It is just to be completed in advance to client segmentation, and be stored in the database of Claims Resolution customer service system, above-mentioned Claims Resolution customer service system is to upper
It states label information and carries out unified maintenance, management.Since different clients has different attributes, (identity, is gone through historical data of insuring
History behavior etc.), therefore, different label informations can be added to client according to the attribute difference of client.In above-mentioned database
It is stored with the id information of client and the corresponding relationship of label information, when convenient for client's Claims Resolution, according to the id information of client, obtains it
Corresponding label information.
Above-mentioned service regulation information refers to the corresponding with service rule that the difference for the label information of client is set up, on
State need when including client's Claims Resolution in service regulation information the accident that uploads prove, the certificates and service content etc. such as invoice
Much information.It is different to its service regulation for the client of different brackets label.For example, for having most distinguished client label
The Claims Resolution processing priority of client be higher than other clients etc.；Client with most distinguished client's label is when settling a claim processing without upper
Leaflet card etc.；Client with blacklist label should then remind contact staff to handle with caution when settling a claim processing.
Client report a case to the security authorities settle a claim when, need to input the Claims Resolution information of corresponding client in above-mentioned Claims Resolution customer service system, wherein
Carry the id information of client.As described in above-mentioned steps S1, the server of above-mentioned Claims Resolution customer service system is then available to arrive client
Id information, and Data Matching technology is based on, according to the id information pre-stored in database and client's label information
Corresponding relationship matches label information corresponding to Claims Resolution client.Then as described in above-mentioned steps S2, it is based on Data Matching
Technology, matches according to label information preset in above-mentioned label information and database with the corresponding relationship of service regulation information pair
Answer the service regulation information of above-mentioned client；Finally as described in above-mentioned steps S3, above-mentioned service regulation information is shown and is being used
In the display page of the customer service terminal of above-mentioned Claims Resolution customer service system, the service regulation letter of the corresponding client is understood convenient for contact staff
It ceases and client is serviced according to above-mentioned matched service regulation information, differentiated service is carried out to different clients, is promoted
Customer experience reduces the complaint risk in Claims Resolution case.
In one embodiment, the specific rules for adding above-mentioned label information to client in advance include:
According to the corresponding addition label information of the identity information of client, for example, leading, holding for A class inside safety or more
Committee adds most distinguished client label；It (does not include outer inside safety except A class or more leader, executive committee member for safety interior employee
Wrap employee), add professional sensitivity client label；Add for clients such as vehicle insurance gold VIP, vehicle insurance platinum VIP, vehicle insurance diamond V IP
Add value customer's label；According to Claims Resolution customer service system in production nearly complain record, judgement in two years be more than more than three times complain or
There are within person nearly 1 year the client complained more than twice, corresponding addition complaint risk client label；According to the production in Claims Resolution customer service system
Record is complained in danger, for the corresponding addition blacklist label of client of malicious complaint blacklist.
In one embodiment, in above-mentioned database preset label information and service regulation information corresponding relationship packet
It includes:
For the client with most distinguished client label, professional sensitivity client's label, the service regulation information of corresponding push can
Be document exempt from entirely, exempt from accident prove, exempt from invoice prove, exempt from identification etc. information.
For the client with value customer's label, the service regulation information of corresponding push can be Claims Resolution it is whole act on behalf,
Cautio pro expenses, expense pay for first, pay in advance, gift expression of sympathy, visiting in hospital, special train is picked, rear physical examination, consulting at heart, law rescue
Etc. information.
For the client with complaint risk client label, blacklist label, the Claims Resolution case of such client is labeled as multiple
Sundries, corresponding service regulation information upload the information such as more detailed, more documents, just can enter when client can be required to settle a claim
Next link, while showing that the page has the displaying of customer type, remind contact staff to check Claims Resolution case with caution.
In one embodiment, the step S3 of the above-mentioned display page that the service regulation information is pushed to customer service terminal,
Further include:
In the present embodiment, the corresponding label information of the client is pushed to the display page of the customer service terminal together,
The client currently to settle a claim corresponding label information, more convenient contact staff in Claims Resolution customer service system are understood convenient for contact staff
Client is serviced, customer experience is promoted, reduces the complaint risk of Claims Resolution case.
In one embodiment, when above-mentioned service regulation information includes client's Claims Resolution of different label informations in required correspondence
The document information (certificate, invoice, documentary evidence etc.) of biography, the described the step of service regulation information is pushed into customer service terminal
S3, comprising:
Step S31, the required corresponding document information uploaded is sent to the customer service terminal when client is settled a claim, with
It is checked for contact staff.
In the present embodiment, for the client of different label informations in Claims Resolution, the document for needing to upload is different, by above-mentioned correspondence
The document information of required upload is shown in the display page when client's Claims Resolution of different label informations, convenient for preferably being managed
Pay for the processing of case.
In one embodiment, corresponding customer service when above-mentioned service regulation information includes client's Claims Resolution of different label informations
Personal information；It is described according to the label information, match the service rule of the corresponding client in the database based on Data Matching
The then step S2 of information, comprising:
According to the label information, matched in the preset label information of database and the corresponding relationship of service regulation information
Handle contact staff's information of client's Claims Resolution service.
In the present embodiment, different grades of client distributes to the verification that different contact staff carries out Claims Resolution case.It is above-mentioned
It include client and the mapping table of contact staff of different label informations in service regulation information.Preferably, by the reason
The corresponding distribution of case to the customer service terminal where corresponding contact staff is paid for handle.
Referring to Fig. 2, in one embodiment, id information when above-mentioned acquisition client settles a claim, and according to the id information, it is based on
Data Matching is matched in the database before the step S1 of label information corresponding with the id information, comprising:
Step S10 obtains the id information of customer insured and its corresponding label information, and generates corresponding relationship storage
In the database.
In the present embodiment, the id information set up when client insures can be obtained from the declaration form of insuring of client, and by its
A corresponding relationship is generated with the label information of client to be stored in above-mentioned database.Such as the ID of client's first is A, label letter
Breath is most distinguished client label, then above-mentioned ID and most distinguished client label is generated corresponding relationship storage in the database.Above-mentioned client
Label information can be administrative staff's corresponding mark according to set by the identity of client, historical data of insuring, historical behavior etc.
Label；It is also possible to through disaggregated model according to obtained by the calculating such as the identity of client, historical data of insuring, historical behavior.
In one embodiment, the above-mentioned acquisition id information of customer insured and its corresponding label information, and generation pair
It should be related to before the step S10 being stored in the database, comprising:
Step S101 obtains the identity attribute information of customer insured；
The identity attribute information input of the customer insured to preset label is generated model and fallen into a trap by step S102
It calculates, to generate the label information of the customer insured；Wherein, it is to utilize known client's label information that the label, which generates model,
Identity attribute information, based on obtained by convolutional neural networks model training.
In the present embodiment, the identity attribute information of above-mentioned customer insured includes the identity information of client, such as enterprise
A variety of identity informations such as interior employee, enterprise external employee, VIP client, blacklist client.By above-mentioned identity attribute information input
The label completed to preparatory training, which generates in model, to be calculated, and can obtain corresponding to the label information of the customer insured.Pass through
Machine automatically generates label, participates in without artificial, and not only accuracy rate is high, but also saves manpower.
In the present embodiment, above-mentioned acquisition is before the step 101 of the identity attribute information of customer insured, comprising:
The client identity attribute information for including in preset label training set is input to convolutional neural networks by step S110
It is trained in model, generates model to obtain the label.
It in the present embodiment, include the identity attribute information of a large amount of known clients in above-mentioned preset label training set, and
The corresponding label information of each client be it is known, then by the identity attribute information input of client in above-mentioned training set to above-mentioned
It is trained in convolutional neural networks model, so that it, which exports result, is equal to its known label information, institute is obtained with training
It states label and generates model.Model is generated using the label, then the output of label information can be carried out to client automatically, without artificial
Assessment is participated in, manpower is saved.Preferably, the data in label test set can also be used to be input to the label that above-mentioned training obtains
It generates and is verified in model, to verify its accuracy for generating label information.
In conclusion for the Claims Resolution service processing method based on data analysis provided in the embodiment of the present application, comprising: obtain
Id information when client being taken to settle a claim, and according to the id information, it is matched in the database and the id information based on Data Matching
Corresponding label information；The corresponding relationship of the id information Yu client's label information is stored in the database；According to described
Label information, matches the service regulation information of the corresponding client based on Data Matching in the database, pre- in the database
Corresponding relationship equipped with the label information Yu service regulation information；The service regulation information is pushed into customer service terminal；Root
Differentiated service is carried out according to the label information of client, promotes user experience.
Referring to Fig. 3, a kind of Claims Resolution service processing device based on data analysis, packet are additionally provided in one embodiment of the application
It includes:
First matching unit 10 is based on data for obtaining id information when client's Claims Resolution, and according to the id information
With matching label information corresponding with the id information in the database；The id information and client are stored in the database
The corresponding relationship of label information；
Second matching unit 20, for matching corresponding institute in the database based on Data Matching according to the label information
The service regulation information of client is stated, the corresponding relationship of the label information Yu service regulation information is preset in the database；
Push unit 30, for the service regulation information to be pushed to customer service terminal, so that contact staff checks.
In the present embodiment, above-mentioned apparatus is applied to Claims Resolution customer service system (abbreviation CIS), which runs on server
On, above-mentioned Claims Resolution customer service system, that is, contact staff plateform system used when settling a claim for client.Above-mentioned database is Claims Resolution visitor
Database used in dress system is previously stored with the id information and its corresponding label letter of all customer insureds in the database
Breath, and be provided with the corresponding relationship of the label information Yu service regulation information in advance.The id information of above-mentioned client is client
The serial number set up when insuring or identification code etc., are used to indicate client；Client equally uses this in Claims Resolution
A id information, to ensure the unique identification of client, convenient for identification client.
Above-mentioned label information refers to the grade label set up for different clients, the different expressions of label information
It is that customer grade of the client in above-mentioned Claims Resolution customer service system is different.In the present embodiment, above-mentioned label information includes most distinguished visitor
Family label, professional sensitivity client label, value customer's label, complaint risk client label, blacklist label.Above-mentioned label information
It is just to be completed in advance to client segmentation, and be stored in the database of Claims Resolution customer service system, above-mentioned Claims Resolution customer service system is to upper
It states label information and carries out unified maintenance, management.Since different clients has different attributes, (identity, is gone through historical data of insuring
History behavior etc.), therefore, different label informations can be added to client according to the attribute difference of client.In above-mentioned database
It is stored with the id information of client and the corresponding relationship of label information, when convenient for client's Claims Resolution, according to the id information of client, obtains it
Corresponding label information.
Above-mentioned service regulation information refers to the corresponding with service rule that the difference for the label information of client is set up, on
State need when including client's Claims Resolution in service regulation information the accident that uploads prove, the certificates and service content etc. such as invoice
Much information.It is different to its service regulation for the client of different brackets label.For example, for having most distinguished client label
The Claims Resolution processing priority of client be higher than other clients etc.；Client with most distinguished client's label is when settling a claim processing without upper
Leaflet card etc.；Client with blacklist label should then remind contact staff to handle with caution when settling a claim processing.
Client report a case to the security authorities settle a claim when, need to input the Claims Resolution information of corresponding client in above-mentioned Claims Resolution customer service system, wherein
Carry the id information of client.The above-mentioned first matching unit 10 then available id information to client, and it is based on Data Matching
Technology matches Claims Resolution visitor according to the corresponding relationship of the id information and client's label information pre-stored in database
Label information corresponding to family.Then, above-mentioned second matching unit 20 be based on Data Matching technology, according to above-mentioned label information with
And the service regulation of preset label information above-mentioned client corresponding with the matching of the corresponding relationship of service regulation information is believed in database
Breath；Finally, above-mentioned push unit 30 shows above-mentioned service regulation information in the customer service terminal using above-mentioned Claims Resolution customer service system
The display page in, understand the service regulation information of the corresponding client convenient for contact staff and according to above-mentioned matched service regulation
Information services client, carries out differentiated service to different clients, promotes customer experience, reduces the throwing in Claims Resolution case
Tell risk.
In one embodiment, the specific rules for adding above-mentioned label information to client in advance include:
According to the corresponding addition label information of the identity information of client, for example, leading, holding for A class inside safety or more
Committee adds most distinguished client label；It (does not include outer inside safety except A class or more leader, executive committee member for safety interior employee
Wrap employee), add professional sensitivity client label；Add for clients such as vehicle insurance gold VIP, vehicle insurance platinum VIP, vehicle insurance diamond V IP
Add value customer's label；According to Claims Resolution customer service system in production nearly complain record, judgement in two years be more than more than three times complain or
There are within person nearly 1 year the client complained more than twice, corresponding addition complaint risk client label；According to the production in Claims Resolution customer service system
Record is complained in danger, for the corresponding addition blacklist label of client of malicious complaint blacklist.
In one embodiment, in above-mentioned database preset label information and service regulation information corresponding relationship packet
It includes:
For the client with most distinguished client label, professional sensitivity client's label, the service regulation information of corresponding push can
Be document exempt from entirely, exempt from accident prove, exempt from invoice prove, exempt from identification etc. information.
For the client with value customer's label, the service regulation information of corresponding push can be Claims Resolution it is whole act on behalf,
Cautio pro expenses, expense pay for first, pay in advance, gift expression of sympathy, visiting in hospital, special train is picked, rear physical examination, consulting at heart, law rescue
Etc. information.
For the client with complaint risk client label, blacklist label, the Claims Resolution case of such client is labeled as multiple
Sundries, corresponding service regulation information upload the information such as more detailed, more documents, just can enter when client can be required to settle a claim
Next link, while showing that the page has the displaying of customer type, remind contact staff to check Claims Resolution case with caution.
In one embodiment, above-mentioned push unit 30 is also used to:
The corresponding label information of the client is pushed to the display page of the customer service terminal together.
In the present embodiment, the corresponding label information of the client is pushed to the customer service end by above-mentioned push unit 30 together
The display page at end understands the client currently to settle a claim corresponding label information in Claims Resolution customer service system convenient for contact staff, more
Add and contact staff is facilitated to service client, promote customer experience, reduces the complaint risk of Claims Resolution case.
In one embodiment, when above-mentioned service regulation information includes client's Claims Resolution of different label informations in required correspondence
The document information (certificate, invoice, documentary evidence etc.) of biography, above-mentioned push unit 30 are used for:
The required corresponding document information uploaded is sent to the customer service terminal when by client Claims Resolution, for customer service people
Member checks.
In the present embodiment, for the client of different label informations in Claims Resolution, the document for needing to upload is different, push unit 30
The document information of required upload is shown in the display page, convenient for more when by above-mentioned client's Claims Resolution corresponding to different label informations
The good processing for carrying out Claims Resolution case.
In one embodiment, corresponding customer service when above-mentioned service regulation information includes client's Claims Resolution of different label informations
Personal information；Above-mentioned second matching unit 20 is used for:
According to the label information, matched in the preset label information of database and the corresponding relationship of service regulation information
Handle contact staff's information of client's Claims Resolution service.
In the present embodiment, different grades of client distributes to the verification that different contact staff carries out Claims Resolution case.It is above-mentioned
It include client and the mapping table of contact staff of different label informations in service regulation information.Preferably, by the reason
The corresponding distribution of case to the customer service terminal where corresponding contact staff is paid for handle.
Referring to Fig. 4, in one embodiment, the processing unit of above-mentioned Claims Resolution service further include:
First acquisition unit 11 for obtaining the id information of customer insured and its corresponding label information, and generates
Corresponding relationship is stored in the database.
In the present embodiment, the id information set up when client insures can be obtained from the declaration form of insuring of client, and by its
A corresponding relationship is generated with the label information of client to be stored in above-mentioned database.Such as the ID of client's first is A, label letter
Breath is most distinguished client label, then above-mentioned ID and most distinguished client label is generated corresponding relationship storage in the database.Above-mentioned client
Label information can be administrative staff's corresponding mark according to set by the identity of client, historical data of insuring, historical behavior etc.
Label；It is also possible to through disaggregated model according to obtained by the calculating such as the identity of client, historical data of insuring, historical behavior.
In one embodiment, the processing unit of above-mentioned Claims Resolution service further include:
Second acquisition unit 101, for obtaining the identity attribute information of customer insured；
Generation unit 102, for the identity attribute information input of the customer insured to preset label to be generated mould
It is calculated in type, to generate the label information of the customer insured；Wherein, the label, which generates model, is marked using known client
The identity attribute information for signing information, based on obtained by convolutional neural networks model training.
In the present embodiment, the identity attribute information for the customer insured that above-mentioned second acquisition unit 101 obtains includes visitor
A variety of identity informations such as the identity information at family, such as enterprises employee, enterprise external employee, VIP client, blacklist client.
Above-mentioned identity attribute information input is generated in model to the label that preparatory training is completed and is calculated by generation unit 102, can be obtained
To the label information of the corresponding customer insured.Label is automatically generated by machine, is participated in without artificial, not only accuracy rate is high,
And save manpower.
In one embodiment, the processing unit of above-mentioned Claims Resolution service further include:
Training unit, for the client identity attribute information for including in preset label training set to be input to convolutional Neural
It is trained in network model, generates model to obtain the label.
It in the present embodiment, include the identity attribute information of a large amount of known clients in above-mentioned preset label training set, and
The corresponding label information of each client be it is known, then training unit is defeated by the identity attribute information of client in above-mentioned training set
Enter into above-mentioned convolutional neural networks model and be trained, so that it, which exports result, is equal to its known label information, with instruction
It gets the label and generates model.Model is generated using the label, then can carry out the output of label information to client automatically,
Without artificially participating in assessing, manpower is saved.Preferably, that the data in label test set can also be used to be input to is above-mentioned trained
To label generate model in verified, with verify its generate label information accuracy.
In conclusion for the Claims Resolution service processing device based on data analysis provided in the embodiment of the present application, comprising: obtain
Id information when client being taken to settle a claim, and match label letter corresponding with the id information in the database according to the id information
Breath；The corresponding relationship of the id information Yu client's label information is stored in the database；According to the label information, in number
According to the service regulation information for matching the corresponding client in library, the label information and service regulation are preset in the database
The corresponding relationship of information；The service regulation information is pushed to the display page of customer service terminal；According to the label information of client
Differentiated service is carried out, user experience is promoted.
Referring to Fig. 5, a kind of computer equipment is also provided in the embodiment of the present application, which can be server,
Its internal structure can be as shown in Figure 5.The computer equipment includes processor, the memory, network connected by system bus
Interface and database.Wherein, the processor of the Computer Design is for providing calculating and control ability.The computer equipment is deposited
Reservoir includes non-volatile memory medium, built-in storage.The non-volatile memory medium is stored with operating system, computer program
And database.The built-in storage provides environment for the operation of operating system and computer program in non-volatile memory medium.
The database of the computer equipment is for data such as storage service Rule Informations.The network interface of the computer equipment be used for it is outer
The terminal in portion passes through network connection communication.To realize a kind of reason based on data analysis when the computer program is executed by processor
Pay for service processing method.
Above-mentioned processor executes the step of above-mentioned Claims Resolution service processing method based on data analysis:
Obtain id information when client's Claims Resolution, and according to the id information, match in the database based on Data Matching and
The corresponding label information of the id information；Id information pass corresponding with client's label information is stored in the database
System；
According to the label information, the service regulation letter of the corresponding client is matched in the database based on Data Matching
It ceases, the corresponding relationship of the label information Yu service regulation information is preset in the database；
The service regulation information is pushed into customer service terminal, so that contact staff checks.
In one embodiment, the step of service regulation information is pushed to customer service terminal by above-mentioned server, further includes:
The corresponding label information of the client is pushed into the customer service terminal together.
In one embodiment, when above-mentioned service regulation information includes client's Claims Resolution of different label informations in required correspondence
The document information of biography, the described the step of service regulation information is pushed into customer service terminal, comprising:
The required corresponding document information uploaded is sent to the customer service terminal when by client Claims Resolution, for customer service people
Member checks.
In one embodiment, corresponding customer service when above-mentioned service regulation information includes client's Claims Resolution of different label informations
Personal information；It is described according to the label information, match the service rule of the corresponding client in the database based on Data Matching
Then the step of information, comprising:
According to the label information, matched in the preset label information of database and the corresponding relationship of service regulation information
Handle contact staff's information of client's Claims Resolution service.
In one embodiment, above-mentioned server obtains id information when client settles a claim, and according to the id information, based on number
Before the step of matching label information corresponding with the id information in the database according to matching, comprising:
The id information of customer insured and its corresponding label information are obtained, and generates corresponding relationship and is stored in the number
According in library.
In one embodiment, above-mentioned server obtains the id information of customer insured and its corresponding label information, and
Corresponding relationship is generated to be stored in front of the step in the database, comprising:
Obtain the identity attribute information of customer insured；
The identity attribute information input of the customer insured to preset label is generated in model and is calculated, to generate
State the label information of customer insured；Wherein, it is the identity attribute using known client's label information that the label, which generates model,
Information, based on obtained by convolutional neural networks model training.
In one embodiment, before above-mentioned server obtains the step of identity attribute information of customer insured, comprising:
By the client identity attribute information for including in preset label training set be input in convolutional neural networks model into
Row training generates model to obtain the label.
It will be understood by those skilled in the art that structure shown in Fig. 5, only part relevant to application scheme is tied
The block diagram of structure does not constitute the restriction for the computer equipment being applied thereon to application scheme.
One embodiment of the application also provides a kind of computer storage medium, is stored thereon with computer program, computer journey
A kind of Claims Resolution service processing method based on data analysis is realized when sequence is executed by processor, specifically:
Obtain id information when client's Claims Resolution, and according to the id information, match in the database based on Data Matching and
The corresponding label information of the id information；Id information pass corresponding with client's label information is stored in the database
System；
According to the label information, the service regulation letter of the corresponding client is matched in the database based on Data Matching
It ceases, the corresponding relationship of the label information Yu service regulation information is preset in the database；
The service regulation information is pushed into customer service terminal, so that contact staff checks.
In one embodiment, the step of service regulation information is pushed to customer service terminal by above-mentioned server, further includes:
The corresponding label information of the client is pushed into the customer service terminal together.
In one embodiment, when above-mentioned service regulation information includes client's Claims Resolution of different label informations in required correspondence
The document information of biography, the described the step of service regulation information is pushed into customer service terminal, comprising:
The required corresponding document information uploaded is sent to the customer service terminal when by client Claims Resolution, for customer service people
Member checks.
In one embodiment, corresponding customer service when above-mentioned service regulation information includes client's Claims Resolution of different label informations
Personal information；It is described according to the label information, match the service rule of the corresponding client in the database based on Data Matching
Then the step of information, comprising:
According to the label information, matched in the preset label information of database and the corresponding relationship of service regulation information
Handle contact staff's information of client's Claims Resolution service.
In one embodiment, above-mentioned server obtains id information when client settles a claim, and according to the id information, based on number
Before the step of matching label information corresponding with the id information in the database according to matching, comprising:
The id information of customer insured and its corresponding label information are obtained, and generates corresponding relationship and is stored in the number
According in library.
In one embodiment, above-mentioned server obtains the id information of customer insured and its corresponding label information, and
Corresponding relationship is generated to be stored in front of the step in the database, comprising:
Obtain the identity attribute information of customer insured；
The identity attribute information input of the customer insured to preset label is generated in model and is calculated, to generate
State the label information of customer insured；Wherein, it is the identity attribute using known client's label information that the label, which generates model,
Information, based on obtained by convolutional neural networks model training.
In one embodiment, before above-mentioned server obtains the step of identity attribute information of customer insured, comprising:
By the client identity attribute information for including in preset label training set be input in convolutional neural networks model into
Row training generates model to obtain the label.
In conclusion for provide in the embodiment of the present application by the Claims Resolution service processing method of data analysis, device, based on
Calculate machine equipment and storage medium, comprising: obtain id information when client's Claims Resolution, and match in the database according to the id information
Label information corresponding with the id information；Id information pass corresponding with client's label information is stored in the database
System；According to the label information, matching corresponds to the service regulation information of the client in the database, presets in the database
There is the corresponding relationship of the label information Yu service regulation information；The service regulation information is pushed to the display of customer service terminal
The page；Differentiated service is carried out according to the label information of client, promotes user experience.
Those of ordinary skill in the art will appreciate that realizing all or part of the process in above-described embodiment method, being can be with
Relevant hardware is instructed to complete by computer program, the computer program can store and a non-volatile computer
In read/write memory medium, the computer program is when being executed, it may include such as the process of the embodiment of above-mentioned each method.Wherein,
Any reference used in provided herein and embodiment to memory, storage, database or other media,
Including non-volatile and/or volatile memory.Nonvolatile memory may include read-only memory (ROM), programming ROM
(PROM), electrically programmable ROM (EPROM), electrically erasable ROM (EEPROM) or flash memory.Volatile memory may include
Random access memory (RAM) or external cache.By way of illustration and not limitation, RAM can by diversified forms
, such as static state RAM (SRAM), dynamic ram (DRAM), synchronous dram (SDRAM), double speed are according to rate SDRAM (SSRSDRAM), increasing
Strong type SDRAM (ESDRAM), synchronization link (Synchlink) DRAM (SLDRAM), memory bus (Rambus) direct RAM
(RDRAM), direct memory bus dynamic ram (DRDRAM) and memory bus dynamic ram (RDRAM) etc..
It should be noted that, in this document, the terms "include", "comprise" or its any other variant are intended to non-row
His property includes, so that the process, device, article or the method that include a series of elements not only include those elements, and
And further include the other elements being not explicitly listed, or further include for this process, device, article or method institute it is intrinsic
Element.In the absence of more restrictions, the element limited by sentence "including a ...", it is not excluded that including being somebody's turn to do
There is also other identical elements in the process, device of element, article or method.
The foregoing is merely preferred embodiment of the present application, are not intended to limit the scope of the patents of the application, all utilizations
Equivalent structure or equivalent flow shift made by present specification and accompanying drawing content is applied directly or indirectly in other correlations
Technical field, similarly include in the scope of patent protection of the application.
Claims (10)
1. a kind of Claims Resolution service processing method based on data analysis, which comprises the following steps:
Obtain id information when client's Claims Resolution, and according to the id information, based on Data Matching match in the database with it is described
The corresponding label information of id information；The corresponding relationship of the id information Yu client's label information is stored in the database；
According to the label information, the service regulation information of the corresponding client, institute are matched in the database based on Data Matching
State the corresponding relationship that the label information Yu service regulation information are preset in database；
The service regulation information is pushed into customer service terminal, so that contact staff checks.
2. the Claims Resolution service processing method according to claim 1 based on data analysis, which is characterized in that it is described will be described
Service regulation information pushes to the step of customer service terminal, further includes:
The corresponding label information of the client is pushed into the customer service terminal together.
3. the Claims Resolution service processing method according to claim 1 based on data analysis, which is characterized in that the service rule
The required corresponding document information uploaded, described by the service regulation when then information includes client's Claims Resolution of different label informations
Information pushes to the step of customer service terminal, comprising:
The required corresponding document information uploaded is sent to the customer service terminal when by client Claims Resolution, so that contact staff looks into
It sees.
4. the Claims Resolution service processing method according to claim 1 based on data analysis, which is characterized in that the service rule
Corresponding contact staff's information when then information includes client's Claims Resolution of different label informations；It is described according to the label information,
The step of matching the service regulation information of the corresponding client in the database based on Data Matching, comprising:
According to the label information, the matching treatment in the preset label information of database and the corresponding relationship of service regulation information
Contact staff's information of client's Claims Resolution service.
5. the Claims Resolution service processing method according to claim 1 based on data analysis, which is characterized in that the acquisition visitor
Id information when family is settled a claim, and according to the id information, it is matched in the database based on Data Matching corresponding with the id information
Label information the step of before, comprising:
The id information of customer insured and its corresponding label information are obtained, and generates corresponding relationship and is stored in the database
In.
6. the Claims Resolution service processing method according to claim 5 based on data analysis, which is characterized in that the acquisition is
The id information of customer insured and its corresponding label information, and generate step that corresponding relationship is stored in the database it
Before, comprising:
Obtain the identity attribute information of customer insured；
The identity attribute information input of the customer insured to preset label is generated in model and is calculated, it is described with generation
The label information of customer insured；Wherein, it is the identity attribute information using known client's label information that the label, which generates model,
Based on obtained by convolutional neural networks model training.
7. the Claims Resolution service processing method based on data analysis according to right 6, which is characterized in that the acquisition has been insured
Before the step of identity attribute information of client, comprising:
The client identity attribute information for including in preset label training set is input in convolutional neural networks model and is instructed
Practice, generates model to obtain the label.
8. a kind of Claims Resolution service processing device based on data analysis characterized by comprising
First matching unit, for obtaining id information when client's Claims Resolution, and according to the id information, based on Data Matching in number
According to matching label information corresponding with the id information in library；It is stored with the id information in the database and client's label is believed
The corresponding relationship of breath；
Second matching unit, for matching the corresponding client in the database based on Data Matching according to the label information
Service regulation information, the corresponding relationship of the label information Yu service regulation information is preset in the database；
Push unit, for the service regulation information to be pushed to customer service terminal, so that contact staff checks.
9. a kind of computer equipment, including memory and processor, it is stored with computer program in the memory, feature exists
In the step of processor realizes any one of claims 1 to 7 the method when executing the computer program.
10. a kind of computer readable storage medium, is stored thereon with computer program, which is characterized in that the computer program
The step of method described in any one of claims 1 to 7 is realized when being executed by processor.
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| CN201811083956.7A CN109300051A (en) | 2018-09-17 | 2018-09-17 | Claims Resolution service processing method, device and computer equipment based on data analysis |
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| CN201811083956.7A CN109300051A (en) | 2018-09-17 | 2018-09-17 | Claims Resolution service processing method, device and computer equipment based on data analysis |
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