CN109840677A - A kind of intelligence division method, apparatus, storage medium and server - Google Patents
A kind of intelligence division method, apparatus, storage medium and server Download PDFInfo
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Abstract
The present invention provides a kind of intelligent division method, apparatus, storage medium and servers, comprising: obtains the customer ID of the case information client corresponding with the Claims Resolution case of Claims Resolution case to be allocated；According to the customer ID and the case information, the different degree of the corresponding client of Claims Resolution case to be allocated is determined；Generate Claims Resolution case queue to be allocated, Claims Resolution case to be allocated sorts from high to low by the different degree in the Claims Resolution case queue to be allocated；Obtain the job state of claims personnel；According to the job state, successively extracts from the Claims Resolution case queue to be allocated and be allocated with the Claims Resolution case of the job state corresponding number.The present invention can automated intelligent distribution settle a claim case, save manpower and time, to improve Claims Resolution efficiency.
Description
Technical field
The present invention relates to technical field of information processing more particularly to a kind of intelligent division method, apparatus, storage medium kimonos
Business device.
Background technique
Settlement of insurance claim, which refers to, to be occurred insurance risk in insurance subject and insurant's property is made to incur loss or personal life
When being damaged or when other insurance risks of declaration form agreement occur and need to pay insurance money, based on contract insurance company advises
It is fixed, it fulfils reparation or pays the behavior of responsibility, be the direct work for embodying insurance function and fulfiling insurance responsibility.
Currently, insurance company when receiving Claims Resolution case, is to distribute Claims Resolution case to assistant director by manual dispatching to carry out
Processing, not only labor intensive, but also consuming time, Claims Resolution process propulsive efficiency is not high, and customer experience is poor.
Summary of the invention
The embodiment of the invention provides a kind of intelligent division method, apparatus, storage medium and servers, to solve existing skill
In art, Claims Resolution case is distributed to assistant director by manual dispatching and is handled, not only labor intensive, but also expends the time, process of settling a claim
Propulsive efficiency is not high, the problem of customer experience difference.
The first aspect of the embodiment of the present invention provides a kind of intelligent division method, comprising:
Obtain the customer ID of the case information client corresponding with the Claims Resolution case of Claims Resolution case to be allocated；
According to the customer ID and the case information, the weight of the corresponding client of Claims Resolution case to be allocated is determined
It spends；
Generate Claims Resolution case queue to be allocated, Claims Resolution case to be allocated is by described in the Claims Resolution case queue to be allocated
Different degree sorts from high to low；
Obtain the job state of claims personnel；
According to the job state, successively extracted from the Claims Resolution case queue to be allocated corresponding with the job state
The Claims Resolution case of quantity is allocated.
The second aspect of the embodiment of the present invention provides a kind of intelligent division device, comprising:
Information acquisition unit, the case information client corresponding with the Claims Resolution case for obtaining Claims Resolution case to be allocated
Customer ID；
Different degree determination unit, for determining the reason to be allocated according to the customer ID and the case information
Pay for the different degree of the corresponding client of case；
Queue generation unit, for generating Claims Resolution case queue to be allocated, in the Claims Resolution case queue to be allocated to point
The Claims Resolution case matched sorts from high to low by the different degree；
Job state acquiring unit, for obtaining the job state of claims personnel；
Case allocation unit, for successively being extracted from the Claims Resolution case queue to be allocated according to the job state
It is allocated with the Claims Resolution case of the job state corresponding number.
The third aspect of the embodiment of the present invention provides a kind of server, including memory and processor, the storage
Device is stored with the computer program that can be run on the processor, and the processor is realized such as when executing the computer program
Lower step:
Obtain the customer ID of the case information client corresponding with the Claims Resolution case of Claims Resolution case to be allocated；
According to the customer ID and the case information, the weight of the corresponding client of Claims Resolution case to be allocated is determined
It spends；
Generate Claims Resolution case queue to be allocated, Claims Resolution case to be allocated is by described in the Claims Resolution case queue to be allocated
Different degree sorts from high to low；
Obtain the job state of claims personnel；
According to the job state, successively extracted from the Claims Resolution case queue to be allocated corresponding with the job state
The Claims Resolution case of quantity is allocated.
The fourth aspect of the embodiment of the present invention provides a kind of computer readable storage medium, the computer-readable storage
Media storage has computer program, and the computer program realizes following steps when being executed by processor:
Obtain the customer ID of the case information client corresponding with the Claims Resolution case of Claims Resolution case to be allocated；
According to the customer ID and the case information, the weight of the corresponding client of Claims Resolution case to be allocated is determined
It spends；
Generate Claims Resolution case queue to be allocated, Claims Resolution case to be allocated is by described in the Claims Resolution case queue to be allocated
Different degree sorts from high to low；
Obtain the job state of claims personnel；
According to the job state, successively extracted from the Claims Resolution case queue to be allocated corresponding with the job state
The Claims Resolution case of quantity is allocated.
Case information visitor corresponding with the Claims Resolution case in the embodiment of the present invention, by obtaining Claims Resolution case to be allocated
The customer ID at family determines the corresponding visitor of Claims Resolution case to be allocated according to the customer ID and the case information
The different degree at family, then generates Claims Resolution case queue to be allocated, Claims Resolution case to be allocated in the Claims Resolution case queue to be allocated
Part sorts from high to low by the different degree, then obtains the job state of claims personnel, finally according to the job state, successively
It extracts from the Claims Resolution case queue to be allocated and is allocated with the Claims Resolution case of the job state corresponding number, realization case
The automation of part distribution, saves manpower and time, and convenient for promoting Claims Resolution process, to improve Claims Resolution efficiency, enhances user experience.
Detailed description of the invention
It to describe the technical solutions in the embodiments of the present invention more clearly, below will be to embodiment or description of the prior art
Needed in attached drawing be briefly described, it should be apparent that, the accompanying drawings in the following description is only of the invention some
Embodiment for those of ordinary skill in the art without any creative labor, can also be according to these
Attached drawing obtains other attached drawings.
Fig. 1 is the implementation flow chart of intelligent division method provided in an embodiment of the present invention；
Fig. 2 is the specific implementation flow chart of intelligent division method S102 provided in an embodiment of the present invention；
Fig. 3 is a kind of specific implementation flow chart of intelligent division method S105 provided in an embodiment of the present invention；
Fig. 4 is another specific implementation flow chart of intelligent division method S105 provided in an embodiment of the present invention；
Fig. 5 is the structural block diagram of intelligent division device provided in an embodiment of the present invention；
Fig. 6 is the schematic diagram of server provided in an embodiment of the present invention.
Specific embodiment
In order to make the invention's purpose, features and advantages of the invention more obvious and easy to understand, below in conjunction with the present invention
Attached drawing in embodiment, technical scheme in the embodiment of the invention is clearly and completely described, it is clear that disclosed below
Embodiment be only a part of the embodiment of the present invention, and not all embodiment.Based on the embodiments of the present invention, this field
Those of ordinary skill's all other embodiment obtained without making creative work, belongs to protection of the present invention
Range.
Fig. 1 shows the implementation process of intelligent division method provided in an embodiment of the present invention, and this method process includes step
S101 to S105.The specific implementation principle of each step is as follows:
S101: the customer ID of the case information client corresponding with the Claims Resolution case of Claims Resolution case to be allocated is obtained.
Specifically, when detecting the Claims Resolution request that user sends, Claims Resolution to be allocated is generated according to the Claims Resolution request
Case obtains the case information for the Claims Resolution case that the Claims Resolution request carries, wherein the case of the Claims Resolution case to be allocated
Information includes customer type, case type and case source.In the present embodiment, customer type includes VIP client and common
Client further includes be in danger for the first time client, high value customer and the client that is not in danger for a long time.
In the present embodiment, when accepting insurance, client is carried out according to client's underwriting information of importing and client segmentation standard
Classification, and client segmentation label is assigned, and tag along sort is stored into client's underwriting information, wherein high value customer can root
It is determined according to the total value of insuring of client, clump and the customer type that the client is determined according to the tag along sort.
S102: according to the customer ID and the case information, the corresponding visitor of Claims Resolution case to be allocated is determined
The different degree at family.
Wherein, the different degree is used to identify the significance level of client.In the present embodiment, the customer type includes
VIP client or high value customer, and can the case information be opened including Claims Resolution position, Dan Duofang accident, vehicle, have nobody
Hurt, have empty damage etc., in conjunction with customer type with according to the customer ID and the case information, determine the reason to be allocated
Pay for the different degree of the corresponding client of case.
As an embodiment of the present invention, as shown in Fig. 2, the case information includes Claims Resolution position, above-mentioned S102 tool
Body includes:
A1: according to the customer ID, the information of insuring of the corresponding client of the customer ID is searched.The information of insuring
Including the time limit of insuring, insured amount and type of insuring etc..
A2: according to insure information and the Claims Resolution position, the corresponding client of Claims Resolution case to be allocated is determined
Different degree.Specifically, according to Claims Resolution position, it can determine whether the Claims Resolution position is in high-order section or high risk place
Range etc..
In embodiments of the present invention, the different degree that client is not only considered from client's dimension, herein in connection with Claims Resolution case to be allocated
The Claims Resolution difficulty of part, multi dimensional analysis determine the different degree of client, preferably to improve Claims Resolution efficiency, enhance customer experience.
As an embodiment of the present invention, the specific implementation of intelligent division method and step A2 provided in an embodiment of the present invention
Process includes:
A21: the customer type of the client is determined according to the information of insuring, the information of insuring includes case number of packages of insuring
The time of amount, insured amount and the last Claims Resolution.
A22: the different degree for determining the corresponding client of Claims Resolution case to be allocated is calculated according to the following formula:
Wherein, Func be any one realization from [0 ,+∞) to [0,1) mapping monotonically increasing function, i indicate i-th
Client, 1≤i≤n, n are client's sum, liFirst of case of insuring of expression client i, the case serial number that l insures for client i, 1
≤l≤Li, LiFor the case number of packages of always insuring of client i,For the case number of packages of always insuring of n client, Insurancei,lFor client
The insured amount of first of i case of insuring, Ti,lFor the time corresponding time of first of client i case the last time Claims Resolution of insuring
Coefficient, Sitei,lFor the degree-of-difficulty factor of the Claims Resolution position of first of case of insuring of client i, WeightiFor the customer type of client i
Corresponding weight, importDegiFor the significance level of client i.
In embodiments of the present invention, the different degree being calculated using above-mentioned formula (1) both can be used for identifying the visitor
The different degree of the different degree at family and the Claims Resolution case to be allocated, the caseload insured according to customer type, client,
The different degree that multiple Claims Resolution factors such as the time of insured amount and the last Claims Resolution calculate, can be improved customer's importance degree calculating
Accuracy and validity.
Optionally, before the step S102, the customer ID of client is corresponded to according to the Claims Resolution case, described in judgement
Whether client is blacklist client, if the client is not blacklist client, the step S102 is executed, if the client is
The Claims Resolution case to be allocated is then distributed to specified claims personnel and is handled by blacklist client.
S103: generating Claims Resolution case queue to be allocated, Claims Resolution case to be allocated in the case queue to be allocated of settling a claim
It sorts from high to low by the different degree.
Specifically, queue is a kind of special linear list, it only allows to carry out delete operation in the front end of table, and in table
Rear end carries out insertion operation, includes the reason to be allocated to sort from high to low by different degree in the Claims Resolution case queue to be allocated
Case is paid for, when being allocated, preferentially selects the Claims Resolution case of team's head of the Claims Resolution case queue to be allocated.
S104: the job state of claims personnel is obtained.
In embodiments of the present invention, the job state of the claims personnel includes that can connect caseload, case processing speed
And busy extent.
S105: it according to the job state, is successively extracted and the operation shape from the Claims Resolution case queue to be allocated
The Claims Resolution case of state corresponding number is allocated.
In embodiments of the present invention, by distributing the Claims Resolution case with the job state corresponding number of claims personnel, so that
Claims Resolution case can be effectively treated in claims personnel, effectively push the treatment effeciency of Claims Resolution case.
Optionally, it counts the currently processed case load of each claims personnel and case load can be connect, according to case can be connect
The size of amount successively extracts the case distribution of respective numbers from Claims Resolution case queue to be allocated.
Optionally, big data counts the history processing speed that each claims personnel settles a case, and it is current to obtain claims personnel
The caseload handled determines that each claims personnel can connect case load according to the history processing speed, then from wait divide
It distributes with case load can be connect described in extraction in Claims Resolution case queue to the claims personnel.
As an embodiment of the present invention, the job state includes busy extent, and the case information includes Claims Resolution
Position, Fig. 3 show the specific implementation flow of intelligent division method S105 provided in an embodiment of the present invention, and details are as follows:
B1: the busy extent of the claims personnel is calculated according to the following formula:
Wherein, T (Xm, En) indicate from time-consuming of the position n to Claims Resolution position m of working at a selected spot, wmIndicate that Claims Resolution position m receives Claims Resolution
The desired value of case, ymnIndicate that weight when whether Claims Resolution position m is responsible for by the position n that works at a selected spot, Var indicate same and survey region
The variance of interior currently pending caseload, the position of working at a selected spot refer to the waiting position of claims personnel.
B2: extracted from the Claims Resolution case queue to be allocated the Claims Resolution case of corresponding with busy extent quantity to
The claims personnel
In the present embodiment, the time-consuming from work at a selected spot position n to Claims Resolution position m can be looked into from the time-consuming table pre-established
Look for, specifically, the position of working at a selected spot refers to the waiting position of claims personnel, work at a selected spot described in acquisition position to Claims Resolution position away from
From, and according to the history trip speed in historical data, predict claims personnel from time-consuming of the position n to Claims Resolution position m of working at a selected spot, root
It is predicted that time-consuming establish time-consuming table.
Further, in the embodiment of the present invention, claims personnel is arranged from low to high by busy extent, presets busy extent
With the table of comparisons that can connect caseload, according to preset busy extent and the table of comparisons that caseload can be connect, from by reason to be allocated
Paying in case queue selects the Claims Resolution case of suitable caseload to distribute to claims personnel.
In the embodiment of the present invention, the busy extent of the claims personnel is calculated according to above-mentioned formula (2), thus according to busy
Degree reasonable distribution settles a claim case to the claims personnel, realizes the hommization of automatic division.
As an embodiment of the present invention, the job state includes that can connect case load, and Fig. 4 shows implementation of the present invention
The specific implementation flow for the intelligent division method S105 that example provides, details are as follows:
C1: if claims personnel's connects that case load is identical, the time that described claims personnel's the last time distributes task is obtained.
C2: the time of the last distribution task and the time difference of current time are calculated.
C3: comparing the time difference that can meet the identical claims personnel of case load, successively from the Claims Resolution case to be allocated
The Claims Resolution case of quantity, preferential distribution to the corresponding claims personnel of larger time difference can be connect described in extracting in part queue.
In embodiments of the present invention, claims personnel's processing Claims Resolution case needs the time, for that can connect the identical reason of case load
Compensation personnel distribute case of settling a claim to the time claims personnel earlier of the last distribution task, so as to the Claims Resolution case
It can quickly be handled.
Optionally, it in the embodiment of the present invention, after the step S105, marks in the Claims Resolution case queue to be allocated
Allocated Claims Resolution case, and mark distribution claims personnel main body mark.
Case information visitor corresponding with the Claims Resolution case in the embodiment of the present invention, by obtaining Claims Resolution case to be allocated
The customer ID at family determines the corresponding visitor of Claims Resolution case to be allocated according to the customer ID and the case information
The different degree at family, then generates Claims Resolution case queue to be allocated, Claims Resolution case to be allocated in the Claims Resolution case queue to be allocated
Part sorts from high to low by the different degree, then obtains the job state of claims personnel, finally according to the job state, successively
It extracts from the Claims Resolution case queue to be allocated and is allocated with the Claims Resolution case of the job state corresponding number, realization case
The automation of part distribution, saves manpower and time, and convenient for promoting Claims Resolution process, to improve Claims Resolution efficiency, enhances user experience.
It should be understood that the size of the serial number of each step is not meant that the order of the execution order in above-described embodiment, each process
Execution sequence should be determined by its function and internal logic, the implementation process without coping with the embodiment of the present invention constitutes any limit
It is fixed.
Corresponding to intelligent division method described in foregoing embodiments, Fig. 5 shows intelligence provided by the embodiments of the present application point
The structural block diagram of case device illustrates only part relevant to the embodiment of the present application for ease of description.
Referring to Fig. 5, which includes: information acquisition unit 51, and different degree determination unit 52, queue generates single
Member 53, job state acquiring unit 54, case allocation unit 55, in which:
Information acquisition unit 51, the case information visitor corresponding with the Claims Resolution case for obtaining Claims Resolution case to be allocated
The customer ID at family；
Different degree determination unit 52, for determining described to be allocated according to the customer ID and the case information
The different degree of the corresponding client of case of settling a claim；
Queue generation unit 53, for generating Claims Resolution case queue to be allocated, in the Claims Resolution case queue to be allocated to
The Claims Resolution case of distribution sorts from high to low by the different degree；
Job state acquiring unit 54, for obtaining the job state of claims personnel；
Case allocation unit 55, for successively being taken out from the Claims Resolution case queue to be allocated according to the job state
It takes and is allocated with the Claims Resolution case of the job state corresponding number.
Optionally, the different degree determination unit 52 includes:
It insures information searching module, for searching the throwing of the corresponding client of the customer ID according to the customer ID
Breath information-preserving；
Different degree determining module determines the reason to be allocated for information and the Claims Resolution position of insuring according to
Pay for the different degree of the corresponding client of case.
Optionally, the different degree determining module specifically includes:
Information determines submodule, and the customer type of the client, the letter of insuring are determined for information of insuring according to
Breath includes insure caseload, insured amount and the last time settled a claim；
Different degree computational submodule determines the corresponding visitor of Claims Resolution case to be allocated for calculating according to the following formula
The different degree at family:
Wherein, Func be any one realization from [0 ,+∞) to [0,1) mapping monotonically increasing function, i indicate i-th
Client, 1≤i≤n, n are client's sum, liFirst of case of insuring of expression client i, the case serial number that l insures for client i, 1
≤l≤Li, LiFor the case number of packages of always insuring of client i,For the case number of packages of always insuring of n client, Insurancei,lFor client
The insured amount of first of i case of insuring, Ti,lFor the time corresponding time of first of client i case the last time Claims Resolution of insuring
Coefficient, Sitei,lFor the degree-of-difficulty factor of the Claims Resolution position of first of case of insuring of client i, WeightiFor the customer type of client i
Corresponding weight, importDegiFor the significance level of client i.
Optionally, the job state includes that can connect case load, and the case allocation unit 55 includes:
Time determining module, if for claims personnel to connect case load identical, it is the last to obtain the claims personnel
The time of distribution task；
Time difference computing module, for calculating the time of the last distribution task and the time difference of current time
Value；
First case distribution module, for comparing the time difference that can meet the identical claims personnel of case load, successively
The Claims Resolution case of quantity, preferential distribution to larger time difference pair can be connect described in extracting from the Claims Resolution case queue to be allocated
The claims personnel answered.
Optionally, the job state includes busy extent, and the case information includes Claims Resolution position, the case distribution
Unit 55 includes:
Busy extent computing module, for calculating the busy extent of the claims personnel according to the following formula:
Wherein, T (Xm, En) indicate from time-consuming of the position n to Claims Resolution position m of working at a selected spot, wmIndicate that Claims Resolution position m receives Claims Resolution
The desired value of case, ymnIndicate that weight when whether Claims Resolution position m is responsible for by the position n that works at a selected spot, Var indicate same and survey region
The variance of interior currently pending caseload, the position of working at a selected spot refer to the waiting position of claims personnel；
Second case distribution module, it is corresponding with the busy extent for being extracted from the Claims Resolution case queue to be allocated
Quantity Claims Resolution case to the claims personnel.
Case information visitor corresponding with the Claims Resolution case in the embodiment of the present invention, by obtaining Claims Resolution case to be allocated
The customer ID at family determines the corresponding visitor of Claims Resolution case to be allocated according to the customer ID and the case information
The different degree at family, then generates Claims Resolution case queue to be allocated, Claims Resolution case to be allocated in the Claims Resolution case queue to be allocated
Part sorts from high to low by the different degree, then obtains the job state of claims personnel, finally according to the job state, successively
It extracts from the Claims Resolution case queue to be allocated and is allocated with the Claims Resolution case of the job state corresponding number, realization case
The automation of part distribution, saves manpower and time, and convenient for promoting Claims Resolution process, to improve Claims Resolution efficiency, enhances user experience.
Fig. 6 is the schematic diagram for the server that one embodiment of the invention provides.As shown in fig. 6, the server 6 of the embodiment wraps
It includes: processor 60, memory 61 and being stored in the computer that can be run in the memory 61 and on the processor 60
Program 62, such as intelligent division program.The processor 60 realizes above-mentioned each intelligence point when executing the computer program 62
Step in case embodiment of the method, such as step 101 shown in FIG. 1 is to 105.Alternatively, the processor 60 executes the calculating
The function of each module/unit in above-mentioned each Installation practice, such as the function of unit 51 to 55 shown in Fig. 5 are realized when machine program 62
Energy.
Illustratively, the computer program 62 can be divided into one or more module/units, it is one or
Multiple module/units are stored in the memory 61, and are executed by the processor 60, to complete the present invention.Described one
A or multiple module/units can be the series of computation machine program instruction section that can complete specific function, which is used for
Implementation procedure of the computer program 62 in the server 6 is described.
The server 6 can be desktop PC, notebook, palm PC and cloud server etc. and calculate equipment.
The server may include, but be not limited only to, processor 60, memory 61.It will be understood by those skilled in the art that Fig. 6 is only
It is the example of server 6, does not constitute the restriction to server 6, may include than illustrating more or fewer components or group
Close certain components or different components, for example, the server can also include input-output equipment, network access equipment,
Bus etc..
The processor 60 can be central processing unit (CentralProcessingUnit, CPU), can also be it
His general processor, digital signal processor (DigitalSignalProcessor, DSP), specific integrated circuit (Applica
TionSpecificIntegratedCircuit, ASIC), ready-made programmable gate array (Field-
ProgrammableGateArray, FPGA) either other programmable logic device, discrete gate or transistor logic, point
Vertical hardware component etc..General processor can be microprocessor or the processor is also possible to any conventional processor etc..
The memory 61 can be the internal storage unit of the server 6, such as the hard disk or memory of server 6.
The memory 61 is also possible to the External memory equipment of the server 6, such as the plug-in type being equipped on the server 6 is hard
Disk, intelligent memory card (SmartMediaCard, SMC), secure digital (SecureDigital, SD) card, flash card
(FlashCard) etc..Further, the memory 61 can also both include the internal storage unit of the server 6 or wrap
Include External memory equipment.The memory 61 is for other programs needed for storing the computer program and the server
And data.The memory 61 can be also used for temporarily storing the data that has exported or will export.
It, can also be in addition, the functional units in various embodiments of the present invention may be integrated into one processing unit
It is that each unit physically exists alone, can also be integrated in one unit with two or more units.Above-mentioned integrated list
Member both can take the form of hardware realization, can also realize in the form of software functional units.
If the integrated module/unit be realized in the form of SFU software functional unit and as independent product sale or
In use, can store in a computer readable storage medium.Based on this understanding, the present invention realizes above-mentioned implementation
All or part of the process in example method, can also instruct relevant hardware to complete, the meter by computer program
Calculation machine program can be stored in a computer readable storage medium, the computer program when being executed by processor, it can be achieved that on
The step of stating each embodiment of the method.Wherein, the computer program includes computer program code, the computer program generation
Code can be source code form, object identification code form, executable file or certain intermediate forms etc..The computer-readable medium
It may include: any entity or device, recording medium, USB flash disk, mobile hard disk, magnetic that can carry the computer program code
Dish, CD, computer storage, read-only memory (ROM, Read-OnlyMemory), random access memory (RAM,
RandomAccessMemory), electric carrier signal, telecommunication signal and software distribution medium etc..It should be noted that the meter
The content that calculation machine readable medium includes can carry out increase and decrease appropriate according to the requirement made laws in jurisdiction with patent practice,
It such as does not include electric carrier signal and telecommunications according to legislation and patent practice, computer-readable medium in certain jurisdictions
Signal.
Embodiment described above is merely illustrative of the technical solution of the present invention, rather than its limitations；Although referring to aforementioned reality
Applying example, invention is explained in detail, those skilled in the art should understand that: it still can be to aforementioned each
Technical solution documented by embodiment is modified or equivalent replacement of some of the technical features；And these are modified
Or replacement, the spirit and scope for technical solution of various embodiments of the present invention that it does not separate the essence of the corresponding technical solution should all
It is included within protection scope of the present invention.
Claims (10)
1. a kind of intelligence division method characterized by comprising
Obtain the customer ID of the case information client corresponding with the Claims Resolution case of Claims Resolution case to be allocated；
According to the customer ID and the case information, determine that the corresponding client's of Claims Resolution case to be allocated is important
Degree；
Generate Claims Resolution case queue to be allocated, Claims Resolution case to be allocated is by described important in the Claims Resolution case queue to be allocated
Degree sorts from high to low；
Obtain the job state of claims personnel；
According to the job state, successively extracted and the job state corresponding number from the Claims Resolution case queue to be allocated
Claims Resolution case be allocated.
2. intelligence division method according to claim 1, which is characterized in that the case information includes Claims Resolution position, institute
The different degree that the corresponding client of Claims Resolution case to be allocated is determined according to the customer ID and the case information is stated,
Include:
According to the customer ID, the information of insuring of the corresponding client of the customer ID is searched；
According to insure information and the Claims Resolution position, determine that the corresponding client's of Claims Resolution case to be allocated is important
Degree.
3. intelligence division method according to claim 2, which is characterized in that information and the reason of insuring according to
Position is paid for, determines the different degree of the corresponding client of Claims Resolution case to be allocated, comprising:
Determine the customer type of the client according to the information of insuring, the information of insuring include insure caseload, insure
The time of the amount of money and the last Claims Resolution；
The different degree for determining the corresponding client of Claims Resolution case to be allocated is calculated according to the following formula:
Wherein, Func be any one realization from [0 ,+∞) to [0,1) mapping monotonically increasing function, i indicate i-th of client,
1≤i≤n, n are client's sum, liFirst of case of insuring of expression client i, the case serial number that l insures for client i, 1≤l≤
Li, LiFor the case number of packages of always insuring of client i,For the case number of packages of always insuring of n client, Insurancei,lFor client i l
The insured amount of a case of insuring, Ti,lFor the time corresponding time coefficient for case the last time Claims Resolution of insuring for first of client i,
Sitei,lFor the degree-of-difficulty factor of the Claims Resolution position of first of case of insuring of client i, WeightiCustomer type for client i is corresponding
Weight, importDegiFor the significance level of client i.
4. intelligence division method according to claim 1, which is characterized in that the job state includes busy extent, institute
Stating case information includes Claims Resolution position, described according to the job state, is successively taken out from the Claims Resolution case queue to be allocated
It takes and is allocated with the Claims Resolution case of the job state corresponding number, comprising:
The busy extent of the claims personnel is calculated according to the following formula:
Wherein, T (Xm, En) indicate from time-consuming of the position n to Claims Resolution position m of working at a selected spot, wmIndicate that Claims Resolution position m receives Claims Resolution case
Desired value, ymnIndicate that weight when whether Claims Resolution position m is responsible for by the position n that works at a selected spot, Var indicate that same survey in region is worked as
The variance of preceding caseload to be processed, the position of working at a selected spot refer to the waiting position of claims personnel；
The Claims Resolution case of corresponding with busy extent quantity is extracted from the Claims Resolution case queue to be allocated to the reason
Compensation personnel.
5. intelligence division method according to claim 1, which is characterized in that the job state includes that can connect case load,
It is described according to the job state, successively from the Claims Resolution case queue to be allocated extract with the job state corresponding number
Claims Resolution case be allocated, comprising:
If claims personnel's connects that case load is identical, the time that described claims personnel's the last time distributes task is obtained；
Calculate the time of the last distribution task and the time difference of current time；
Compare the time difference that can meet the identical claims personnel of case load, successively from the Claims Resolution case queue to be allocated
The Claims Resolution case of quantity can be connect described in extraction, preferential distribution to the corresponding claims personnel of larger time difference.
6. a kind of intelligence division device, which is characterized in that the intelligence division device includes:
Information acquisition unit, the visitor of the case information client corresponding with the Claims Resolution case for obtaining Claims Resolution case to be allocated
Family mark；
Different degree determination unit, for determining the Claims Resolution case to be allocated according to the customer ID and the case information
The different degree of the corresponding client of part；
Queue generation unit, it is to be allocated in the Claims Resolution case queue to be allocated for generating Claims Resolution case queue to be allocated
Claims Resolution case sorts from high to low by the different degree；
Job state acquiring unit, for obtaining the job state of claims personnel；
Case allocation unit is used for according to the job state, successively extraction and institute from the Claims Resolution case queue to be allocated
The Claims Resolution case for stating job state corresponding number is allocated.
7. intelligence division device according to claim 6, which is characterized in that the case information includes Claims Resolution position, institute
Stating different degree determination unit includes:
It insures information searching module, for searching the letter of insuring of the corresponding client of the customer ID according to the customer ID
Breath；
Different degree determining module determines the Claims Resolution case to be allocated for information and the Claims Resolution position of insuring according to
The different degree of the corresponding client of part.
8. intelligence division device according to claim 6, which is characterized in that the job state includes that can connect case load,
The case allocation unit includes:
Time determining module, if for claims personnel to connect case load identical, obtaining described claims personnel's the last time distributes
The time of task；
Time difference computing module, for calculating the time of the last distribution task and the time difference of current time；
First case distribution module, for comparing the time difference that can meet the identical claims personnel of case load, successively from institute
The Claims Resolution case that quantity can be connect described in extracting in Claims Resolution case queue to be allocated is stated, preferential distribution is corresponding to larger time difference
Claims personnel.
9. a kind of computer readable storage medium, the computer-readable recording medium storage has computer program, and feature exists
In the step of realization intelligent division method as described in any one of claims 1 to 5 when the computer program is executed by processor
Suddenly.
10. a kind of server, including memory, processor and storage can transport in the memory and on the processor
Capable computer program, which is characterized in that the processor is realized when executing the computer program as in claim 1 to 5
The step of any one intelligent division method.
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| CN201811529413.3A CN109840677A (en) | 2018-12-14 | 2018-12-14 | A kind of intelligence division method, apparatus, storage medium and server |
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| CN201811529413.3A CN109840677A (en) | 2018-12-14 | 2018-12-14 | A kind of intelligence division method, apparatus, storage medium and server |
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