CN110648046A - Service processing scheduling method and device, computer equipment and storage medium - Google Patents
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Abstract
The invention belongs to the technical field of artificial intelligence, and relates to a service processing scheduling method, a device, computer equipment and a storage medium, wherein the method comprises the following steps: receiving a service processing scheduling request, determining a source type of the service processing scheduling request, and acquiring user information of a user side based on the source type; identifying a user intent based on the business process scheduling request or the user information; and distributing the service processing scheduling request to a target processing queue based on the user intention, acquiring a processing main body list corresponding to the target processing queue, and matching a target processing main body from the processing main body list according to the user information. According to the scheme provided by the invention, the user intention is identified through the user information to carry out processing main body matching, so that the one-stop scheduling of the claim settlement and case reporting of the user to the processing main body can be automatically realized, the intervention of a seat case reporting link in the claim settlement process is greatly simplified, the occurrence of repeated communication is reduced, the communication efficiency between the processing main body and the user is improved, and the user experience is effectively improved.
Description
Technical Field
The invention belongs to the technical field of artificial intelligence, and particularly relates to a service processing scheduling method and device, computer equipment and a storage medium.
Background
In the existing car insurance claim settlement system, car insurance service requests of users such as consultation, case reporting, damage calling and the like are all received and accepted in a centralized mode through a telephone seat, and the telephone seat provides services such as consultation, case reporting registration, damage calling and the like, however, compared with a professional processing main body, the telephone seat has slightly weak professional capability for processing car insurance services, particularly damage setting capability, and for solving difficult claim settlement problems, the telephone seat cannot provide accurate responses in time and needs to help the professional processing main body, so that service experience of the users is influenced.
Meanwhile, for the case reporting services, after the telephone seat finishes inquiry and registration of the insurance situation, the telephone seat sends the processing main body to be in butt joint with the user for processing subsequent matters, so that the situation is that after the processing main body is in butt joint with the user, the insurance situation can be confirmed to the user again, the telephone seat and the processing main body are in butt joint with the user repeatedly, the problem of repeated communication is caused, and the processing efficiency is influenced.
Disclosure of Invention
In view of this, embodiments of the present invention provide a method and an apparatus for scheduling service processing, a computer device, and a storage medium, so as to solve the problems that the service experience is poor and the processing efficiency is affected by repeated communication in the conventional vehicle insurance claim settlement system.
Specifically, the embodiment of the present invention adopts the following technical solutions.
In a first aspect, an embodiment of the present invention provides a method for scheduling service processing, including:
receiving a service processing scheduling request, determining a source type of the service processing scheduling request, and acquiring user information of a user side based on the source type;
identifying a user intent based on the business process scheduling request or the user information;
and distributing the service processing scheduling request to a target processing queue based on the user intention, acquiring a processing main body list corresponding to the target processing queue, and matching a target processing main body from the processing main body list according to the user information.
As a practical aspect of the present invention, the identifying a user intention based on the service processing scheduling request or the user information includes:
judging whether the service processing scheduling request contains directional request information or not;
and if the service processing scheduling request contains directional request information, directly identifying the user intention corresponding to the service processing scheduling request according to the directional request information, or else identifying the user intention corresponding to the service processing scheduling request according to the user information.
As an implementation manner of the present invention, the identifying, according to the user information, the user intention corresponding to the service processing scheduling request includes:
and acquiring the telephone information in the user information, matching historical processing data containing the telephone information in a preset historical time period from a historical processing database, and identifying the user intention according to the historical processing data.
As an implementation manner of the present invention, the identifying, according to the user information, the user intention corresponding to the service processing scheduling request includes:
acquiring telephone information in the user information, and matching policy information from a policy database according to the telephone information;
and judging whether the user initiating the service processing scheduling request is a vehicle insurance user or not according to the policy information, if so, matching historical processing data in a preset historical time period based on the policy information, and identifying the user intention according to the historical processing data.
As a practical aspect of the present invention, when the user intention includes three types of declaration, consultation and call loss, the identifying the user intention according to the history processing data includes:
if the matched claim settlement states of the historical processing data are settlement states, judging that the user intention is a report;
if the matched claim settlement state of the historical processing data is not finalized and not determined, determining that the user intention is called fixed loss;
and if the matched claim state of the historical processing data is not settled and damaged, judging that the user intends to be consulted.
As an implementation manner of the present invention, if the claim settlement status of the matched historical processing data is an unclassified status, the method further includes:
acquiring original processing main body information in the historical processing data;
and judging whether the original processing main body is contained in the processing main body list or not, if so, taking the original processing main body as the target processing main body, otherwise, acquiring other processing main bodies from the processing main body list as the target processing main body.
As a practical aspect of the present invention, before the distributing the business process scheduling request to a target process queue based on the user intention, the method further includes:
acquiring the position information of a user initiating the service processing scheduling request;
reading scheduling configuration information of an area corresponding to the position information according to the position information;
and reading the information of all processing queues according to the scheduling configuration information, and matching the target processing queue from all the processing queues according to the user intention.
In a second aspect, an embodiment of the present invention provides a service processing scheduling apparatus, including:
the information acquisition module is used for receiving a service processing scheduling request, determining the source type of the service processing scheduling request and acquiring user information of a user side based on the source type;
an intention identification module for identifying a user intention based on the service processing scheduling request or the user information;
and the scheduling matching module is used for distributing the service processing scheduling request to a target processing queue based on the user intention, acquiring a processing main body list corresponding to the target processing queue, and matching a target processing main body from the processing main body list according to the user information.
In a third aspect, an embodiment of the present invention provides a computer device, including:
at least one processor; and the number of the first and second groups,
a memory communicatively coupled to the at least one processor; wherein,
the memory stores instructions executable by the at least one processor, which when executed by the at least one processor, enable the at least one processor to perform the steps of the traffic handling scheduling method as described above.
In a fourth aspect, an embodiment of the present invention provides a computer-readable storage medium, on which computer-readable instructions are stored, and when the computer-readable instructions are executed by at least one processor, the steps of the service processing scheduling method described above are implemented.
According to the service processing scheduling method and device, the computer equipment and the storage medium provided by the embodiment of the invention, the user information is obtained through the received service processing scheduling request, the user intention is automatically identified, and the processing main body matching is carried out by combining the user intention and the user information, so that the one-stop scheduling of the claim settlement and the claim report of the user to the processing main body can be automatically realized, the intervention of a seat report link in the claim settlement process is greatly simplified, the occurrence of repeated communication is reduced, the communication efficiency between the processing main body and the user is improved, and the user experience is effectively improved.
Drawings
In order to illustrate the solution of the invention more clearly, the drawings that are needed in the description of the embodiments will be briefly described below, it being obvious that the drawings in the following description are some embodiments of the invention, and that other drawings may be derived from these drawings by a person skilled in the art without inventive effort.
Fig. 1 is a flowchart of a service processing scheduling method according to an embodiment of the present invention;
fig. 2 is a block diagram of a service processing scheduling apparatus according to an embodiment of the present invention;
fig. 3 is a block diagram of a computer device according to an embodiment of the present invention.
Detailed Description
In order to make the technical solutions of the present invention better understood, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention. Unless defined otherwise, all technical and scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this invention belongs.
The appearances of the phrase "an embodiment" in various places in the specification are not necessarily all referring to the same embodiment, nor are separate or alternative embodiments mutually exclusive of other embodiments. It is explicitly and implicitly understood by one skilled in the art that the embodiments described herein can be combined with other embodiments.
The embodiment of the invention provides a service processing scheduling method, which can be applied to a vehicle insurance claim settlement system to realize automatic dispatching and scheduling of the system, and as shown in fig. 1, the service processing scheduling method comprises the following steps:
s1, receiving a service processing scheduling request, determining the source type of the service processing scheduling request, and acquiring user information of a user side based on the source type;
s2, identifying user intention based on the service processing scheduling request or the user information;
s3, distributing the service processing scheduling request to a target processing queue based on the user intention, acquiring a processing main body list corresponding to the target processing queue, and matching a target processing main body from the processing main body list according to the user information.
In the embodiment of the present invention, the service processing scheduling request is initiated by a user operating a user terminal, where the user may initiate the service processing scheduling request in multiple ways, for example, by using a voice call, a video call, a factory (indicating that an emergency car is transferred to an insurance company to designate a maintenance factory after an emergency is issued), and the service processing scheduling request may be specifically embodied as a voice request, a video request, a character instruction request, and the like.
In the embodiment of the invention, when the method is applied to vehicle insurance claims, the processing subject can be a claim holder. Specifically, the processing main body can be divided into an online processing main body and an offline processing main body, the online processing main body mainly receives consultation and reporting services, the offline processing main body mainly receives damage assessment services, the offline processing main body can be subdivided into a site surveyor, a mobile damage assessment worker, a stationing damage assessment worker and the like, and each type of processing main body can correspond to a processing queue, such as a consultation processing queue, a reporting processing queue, a damage assessment processing queue and the like. After the case tasks are matched with the target processing main body, the target processing main body receives the case tasks (the case tasks can be embodied in the form of an electronic task list) generated according to the business processing scheduling request, so that relevant business processing can be performed according to the case tasks later, for example, the target processing main body answers the telephone or the video of a user to perform consultation processing or report processing and the like, or online damage assessment or offline damage assessment operation is performed, and therefore, one-stop scheduling of claim reports of the user to the processing main body can be automatically achieved, intervention of a seat report link in a claim settlement flow is greatly simplified, and communication efficiency of the processing main body and the user is improved.
The source type of the service processing scheduling request in the embodiment of the invention refers to an initiating way of the service processing scheduling request, different sources of requests have different ways of acquiring user information, and the contents of the directly acquired user information also have different ways.
In order to implement automatic dispatch scheduling, an actual intention of a user initiating the service processing scheduling request needs to be identified, and for the service processing scheduling requests of different source types, different user intention identification manners are provided correspondingly, in an embodiment of the present invention, the identifying a user intention based on the service processing scheduling request or the user information includes: judging whether the service processing scheduling request contains directional request information or not; and if the service processing scheduling request contains directional request information, directly identifying the user intention corresponding to the service processing scheduling request according to the directional request information, or else identifying the user intention corresponding to the service processing scheduling request according to the user information. In this embodiment, the service processing scheduling request including the directional request information means that the service processing scheduling request is initiated by a user through a specific entry for a specific car insurance service, and if the user intention includes a consultation, a report, and a call loss, the directional request information may correspondingly include consultation request information, report request information, or call loss request information, for example, a button for providing a call loss on an interface of an application program is provided, and the service processing scheduling request including the call loss request information may be sent by pressing the button, so that the user intention is directly determined as the call loss.
When the service processing scheduling request does not contain directional request information, for example, when a user actively dials a customer service telephone or initiates a video through a mobile phone, since any information identifying the user intention cannot be obtained before the call is connected or the video is connected, the vehicle insurance claim settlement system processing the service processing scheduling request cannot directly judge the user intention according to the service processing scheduling request, and the user intention can be further identified through the obtained user information.
In some embodiments of the present invention, the identifying, according to the user information, the user intention corresponding to the service processing scheduling request includes: and acquiring the telephone information in the user information, matching historical processing data containing the telephone information in a preset historical time period from a historical processing database, and identifying the user intention according to the historical processing data. After the telephone information is acquired, historical processing data containing the telephone information is directly searched in a historical processing database of the automobile insurance claim settlement system, wherein the historical processing data can be searched for all historical processing data or historical processing data in a specified period of time; for the condition that the user makes a call, the telephone information of the user can be directly read, and for the condition that the user initiates the video, the application program initiating the video needs to be connected, the personal data of the user logging in the application program is read from the database of the application program, and the telephone information is obtained from the personal data. In the embodiment of the invention, when the method is applied to vehicle insurance claims, the historical processing data refers to historical claim data, and the historical processing database refers to a historical claim database.
In other embodiments of the present invention, the identifying, according to the user information, the user intention corresponding to the service processing scheduling request includes: acquiring telephone information in the user information, and matching policy information from a policy database according to the telephone information; and judging whether the user initiating the service processing scheduling request is a vehicle insurance user or not according to the policy information, if so, matching historical processing data in a preset historical time period based on the policy information, and identifying the user intention according to the historical processing data. The difference between the process of acquiring the telephone information in this embodiment and the process of identifying the user intention corresponding to the service processing scheduling request according to the user information in the foregoing embodiment is to determine in advance whether the user is a car insurance user already recorded in the current car insurance claim settlement system, so as to avoid an excessive workload when history processing data including the telephone information is directly searched from the history processing database.
Based on the foregoing embodiments, in some embodiments of the invention, when the user intention includes three types of declaration, consultation and call loss, the identifying the user intention according to the history processing data includes: if the matched claim settlement states of the historical processing data are settlement states, judging that the user intention is a report; if the matched claim settlement state of the historical processing data is not finalized and not determined, determining that the user intention is called fixed loss; and if the matched claim state of the historical processing data is not settled and damaged, judging that the user intends to be consulted.
In some embodiments, if the matched claim status of the historical processing data is an unclaimed status, the method further comprises: acquiring original processing main body information in the historical processing data; and judging whether the original processing main body is contained in the processing main body list or not, if so, taking the original processing main body as the target processing main body, otherwise, acquiring other processing main bodies from the processing main body list as the target processing main body. The service processing scheduling method provided by the scheme can sequentially realize distributed intelligent scheduling, wherein, in this embodiment, a process of acquiring another processing subject from the processing subject list as the target processing subject, for the on-line processing main body, the on-line processing main body in the idle state can be searched from the target processing list as the target processing main body in a polling mode, for the offline processing subject, the position information of each processing subject in the processing subject list may be acquired, the processing subject closest to the position of the user may be acquired as the target processing subject, of course, there is a case where the processing subject located closest is in a busy state, and in this case, several processing subjects located closer may be selected, the optimal treatment agent is selected according to the current personal case quantity, case treatment progress and other factors of each treatment agent, for example, a treatment agent with less personal case quantity or unprocessed cases in the case treatment progress is selected.
In this embodiment, after the first scheduling is completed according to the intention of the user in the steps of the above embodiment, the second scheduling may be automatically performed according to actual situations, for example, after the user completes the report through the processing subject matched with the first scheduling, a case task may be generated based on the report information, the subsequent car insurance claim settlement system automatically performs the second scheduling according to the report information in the case task, the processing subject matched with the second scheduling is preferably the processing subject matched with the first scheduling, so as to reduce the communication cost between the processing subject and the user, and of course, according to actual requirements, the processing subject matched with the second scheduling may also be another processing subject except the processing subject matched with the first scheduling.
In the embodiment of the present invention, for the dispatching points distributed in different areas, for example, insurance subordinate organizations during vehicle insurance claims settlement, the business acceptance patterns may differ, for example, the types of configured processing agents differ, and the acceptance time, acceptance objects, and areas of leaving insurance differ, so it is necessary to determine whether a queue for processing a vehicle insurance business processing request currently exists before distributing the request. As a practical aspect of the present invention, before the distributing the business process scheduling request to a target process queue based on the user intention, the method further includes: obtaining the position information of a user initiating the service processing scheduling request, reading the scheduling configuration information of a region corresponding to the position information according to the position information, reading the information of all processing queues according to the scheduling configuration information, and matching the target processing queues from all processing queues according to the user intention.
Wherein, for the service processing scheduling requests from different sources, there is a difference in the acquisition of the location information. When a user initiates a request through a voice telephone, after a vehicle insurance claim settlement system executing the service processing scheduling method acquires a communication ID (telephone number and the like) of the user, the general position of the user is further acquired in a base station positioning mode; when a user initiates a video request or a character instruction request through an application program at a user end, the car insurance claim settlement system can be in butt joint with the application program, and when personal information prestored by the user in the application program is read from a database of the application program, the position information of the user can be acquired through the application program. Therefore, in some embodiments, in the process of acquiring the user information in the above embodiments, the acquired user information may include the personal information, the location information, and the like of the user, so the user information acquired in step S1 may be only the personal information of the user, the location information may be acquired again in a subsequent step, or the personal information and the location information of the user may be acquired at the same time in step S1.
The scheduling configuration information can comprise online service time, offline insurance areas, offline insurance time and the like of the areas where the scheduling configuration information is located, the scheduling configuration information can be adjusted in real time, and flexible and controllable scheduling of different mechanisms can be realized through differential scheduling configuration of different areas. In some embodiments, if the target processing queue is not matched in all the processing queues read according to the scheduling configuration information, it indicates that the matching processing main body fails, and at this time, the user may be informed in a form of voice or short message, or the request may be directly forwarded to a specific agent for acceptance.
According to the service processing scheduling method provided by the embodiment of the invention, the user information is obtained through the received service processing scheduling request, the user intention is automatically identified, and the processing main body matching is carried out by combining the user intention and the user information, so that the one-stop scheduling of the claim settlement report of the user to the processing main body can be automatically realized, the intervention of a seat report link in a claim settlement flow is greatly simplified, the occurrence of repeated communication is reduced, the communication efficiency between the processing main body and the user is improved, and the user experience is effectively improved.
An embodiment of the present invention provides a service processing scheduling apparatus, as shown in fig. 2, the apparatus includes an information obtaining module 10, an intention identifying module 20, and a scheduling matching module 30, where:
the information obtaining module 10 is configured to receive a service processing scheduling request, determine a source type of the service processing scheduling request, and obtain user information of a user side based on the source type; the intention identification module 20 is used for identifying user intention based on the business processing scheduling request or the user information; the scheduling matching module 30 is configured to distribute the service processing scheduling request to a target processing queue based on the user intention, obtain a processing subject list corresponding to the target processing queue, and match a target processing subject from the processing subject list according to the user information. The service processing scheduling request is initiated by a user operation user side, and in the user side, the user can initiate the service processing scheduling request to the service processing scheduling device through multiple ways. The source type of the service processing scheduling request in the embodiment of the present invention refers to an initiating way of the service processing scheduling request, and for requests from different sources, the manner of acquiring user information also differs, and the content of the directly acquired user information also differs.
As an implementable manner of the present invention, when identifying the user intention based on the service processing scheduling request, the intention identifying module 20 is specifically configured to determine whether the service processing scheduling request includes directional request information, and if the service processing scheduling request includes directional request information, directly identify the user intention corresponding to the service processing scheduling request according to the directional request information, otherwise identify the user intention corresponding to the service processing scheduling request according to the user information. In this embodiment, the service processing scheduling request including the directional request information means that the service processing scheduling request is initiated by a user through a specific entry for a specific car insurance service, and if the user intention includes a consultation, a report, and a loss assessment, the directional request information may correspondingly include consultation request information, report request information, or loss assessment request information.
As an implementation manner of the present invention, when the intention identifying module 20 identifies the user intention based on the user information, specifically, when the service processing scheduling request does not include the directional request information, the intention identifying module is configured to obtain the telephone information in the user information, match the history processing data including the telephone information in the preset history time period from the history processing database, and identify the user intention according to the history processing data.
In other embodiments, when the intention identifying module 20 identifies the user intention corresponding to the service processing scheduling request according to the user information, specifically, when the service processing scheduling request does not include the directional request information, the intention identifying module is configured to obtain the telephone information in the user information, and match the policy information from the policy database according to the telephone information; and judging whether the user initiating the service processing scheduling request is a vehicle insurance user or not according to the policy information, if so, matching historical processing data in a preset historical time period based on the policy information, and identifying the user intention according to the historical processing data.
The two ways of identifying the user intention by the intention identification module 20 based on the user information are different in that one way is to determine in advance whether the user is a car insurance user who has been entered in the current car insurance claim settlement system, so that the situation that the workload is too large when the history processing data containing the telephone information is directly searched from the history processing database is avoided. The technical contents of the intention identifying module 20 for identifying the intention of the user in the embodiment of the present invention can also refer to the related contents in the above method embodiments, which are not expanded herein.
Based on the above embodiment, when the user intention includes three types of reporting, consulting and loss assessment, the intention identifying module 20 is specifically configured to: if the matched claim settlement states of the historical processing data are settlement states, judging that the user intention is a report; if the matched claim settlement state of the historical processing data is not finalized and not determined, determining that the user intention is called fixed loss; and if the matched claim state of the historical processing data is not settled and damaged, judging that the user intends to be consulted.
In some embodiments, if the claim settlement status of the historical processing data matched by the intention identifying module 20 is an uncounted status, the schedule matching module 30 is further configured to obtain original processing subject information in the historical processing data, determine whether the original processing subject is included in the processing subject list, if so, take the original processing subject as the target processing subject, otherwise, obtain another processing subject from the processing subject list as the target processing subject. There may be a plurality of processing subject schedules during the whole processing period of a claim case, and the scheduling operation of the schedule matching module 30 described herein can also refer to the related contents of the above method embodiments, which are not expanded herein.
In the embodiment of the present invention, for insurance subordinate agencies in different regions, there may be differences in service reception modes, for example, there may be differences in configured processing subject types, and differences in reception time, reception objects, regions in which a vehicle insurance service is going to be processed, and the like. In some embodiments, before the scheduling matching module 30 distributes the business process scheduling request to a target process queue based on the user intention, the information obtaining module 10 is further configured to obtain location information of a user who initiated the business process scheduling request; the scheduling matching module 30 reads the scheduling configuration information of the region corresponding to the position information according to the position information, reads the information of all processing queues according to the scheduling configuration information, and matches the target processing queue from all processing queues according to the user intention. The related content of the scheduling configuration information can be referred to the related description in the above method embodiment, and is not expanded herein.
According to the service processing scheduling device provided by the embodiment of the invention, the information acquisition module 10 receives the service processing scheduling request and acquires the user information, the intention recognition module 20 automatically recognizes the intention of the user, and the scheduling matching module 30 performs processing main body matching by combining the intention of the user and the user information, so that the one-stop scheduling of the claim settlement report of the user to the processing main body can be automatically realized, the intervention of a seat report link in a claim settlement flow is greatly simplified, the occurrence of repeated communication is reduced, the communication efficiency between the processing main body and the user is improved, and the experience of the user is effectively improved.
An embodiment of the present invention further provides a computer device, as shown in fig. 3, where the computer device includes at least one processor 31 and a memory 32 communicatively connected to the at least one processor 31, and in fig. 3, there is shown one processor 31, where the memory 32 stores instructions executable by the at least one processor 31, and the instructions are executed by the at least one processor 31, so as to enable the at least one processor 31 to execute the steps of the service processing scheduling method described above.
Specifically, the memory 32 in the embodiment of the present invention is a nonvolatile computer-readable storage medium, and may be used to store a nonvolatile software program, a nonvolatile computer-executable program, and modules, such as program instructions/modules corresponding to the service processing scheduling method in the foregoing embodiment of the present application; the processor 31 executes various functional applications and performs data processing by running nonvolatile software programs, instructions and modules stored in the memory 32, that is, implements the service processing scheduling method described in the above method embodiment.
In some embodiments, the memory 32 may include a program storage area and a data storage area, wherein the program storage area may store an operating system, an application program required for at least one function; the data storage area may store data created during the processing of the service processing scheduling method, and the like. Further, the memory 32 may include high speed random access memory, and may also include non-volatile memory, such as at least one magnetic disk storage device, flash memory device, or other non-volatile solid state storage device;
in some embodiments, memory 32 may optionally include a remote memory located remotely from processor 31 and connectable to a computer device performing domain name filtering processing via a network, examples of which include, but are not limited to, the internet, an intranet, a local area network, a mobile communications network, and combinations thereof.
In the embodiment of the present invention, the computer device for executing the service processing scheduling method may further include an input device 33 and an output device 34; the input device 33 may obtain operation information of a user on the computer device, and the output device 34 may include a display device such as a display screen. In the embodiment of the present invention, the processor 31, the memory 32, the input device 33, and the output device 34 may be connected by a bus or other means, and fig. 3 illustrates the connection by a bus as an example.
According to the computer device provided by the embodiment of the present invention, when the processor 31 executes the code in the memory 32, the steps of the service processing scheduling method in the above embodiment can be executed, and the technical effects of the above method embodiment are achieved, and the technical details not described in detail in this embodiment can be referred to the technical contents provided in the method embodiment of the present application.
Embodiments of the present invention further provide a computer-readable storage medium, where computer-readable instructions are stored on the computer-readable storage medium, and when the computer-readable instructions are executed by at least one processor, the steps of the service processing scheduling method described above can be implemented, and when the steps of the method are executed, the technical effects of the above method embodiments are achieved, and for technical details that are not described in detail in this embodiment, reference may be made to technical contents provided in the method embodiments of the present application.
The embodiment of the invention also provides a computer program product which can execute the service processing scheduling method provided by the embodiment of the method of the application and has corresponding functional modules and beneficial effects of the execution method. For technical details that are not described in detail in this embodiment, reference may be made to the technical contents provided in the method embodiments of the present application.
It should be noted that, in the above embodiments of the present invention, each functional module may be integrated into one processing unit, or each functional module may exist alone physically, or two or more functional modules may be integrated into one unit. The integrated unit can be realized in a form of hardware, or in a form of hardware plus a software functional unit.
The integrated unit implemented in the form of a software functional unit may be stored in a computer readable storage medium. The software functional unit is stored in a storage medium and includes several instructions to enable a computer device (which may be a personal computer, a server, or a network device) or an intelligent terminal device or a Processor (Processor) to execute some steps of the methods according to the embodiments of the present invention. And the aforementioned storage medium includes: various media capable of storing program codes, such as a usb disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk, or an optical disk.
In the above embodiments provided by the present invention, it should be understood that the disclosed apparatus and method may be implemented in other ways. For example, the above-described apparatus embodiments are merely illustrative, and for example, the division of the modules is merely a logical division, and an actual implementation may have another division, for example, at least two modules or components may be combined or integrated into another system, or some features may be omitted, or not executed.
The modules described as separate parts may or may not be physically separate, and parts displayed as modules may or may not be physical modules, may be located in one place, or may be distributed on at least two network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment.
It is to be understood that the above-described embodiments are merely illustrative of some, but not restrictive, of the broad invention, and that the appended drawings illustrate preferred embodiments of the invention without limiting its scope. This invention may be embodied in many different forms and, on the contrary, these embodiments are provided so that this disclosure will be thorough and complete. Although the present invention has been described in detail with reference to the foregoing embodiments, it will be apparent to those skilled in the art that various changes in the embodiments and modifications can be made, and equivalents may be substituted for elements thereof. All equivalent structures made by using the contents of the specification and the attached drawings of the invention can be directly or indirectly applied to other related technical fields, and are also within the protection scope of the patent of the invention.
Claims (10)
1. A method for scheduling service processing, comprising:
receiving a service processing scheduling request, determining a source type of the service processing scheduling request, and acquiring user information of a user side based on the source type;
identifying a user intent based on the business process scheduling request or the user information;
and distributing the service processing scheduling request to a target processing queue based on the user intention, acquiring a processing main body list corresponding to the target processing queue, and matching a target processing main body from the processing main body list according to the user information.
2. The traffic handling scheduling method of claim 1, wherein the identifying a user intent based on the traffic handling scheduling request or the user information comprises:
judging whether the service processing scheduling request contains directional request information or not;
and if the service processing scheduling request contains directional request information, directly identifying the user intention corresponding to the service processing scheduling request according to the directional request information, or else identifying the user intention corresponding to the service processing scheduling request according to the user information.
3. The method of claim 2, wherein the identifying the user intent corresponding to the service processing scheduling request according to the user information comprises:
and acquiring the telephone information in the user information, matching historical processing data containing the telephone information in a preset historical time period from a historical processing database, and identifying the user intention according to the historical processing data.
4. The method of claim 2, wherein the identifying the user intent corresponding to the service processing scheduling request according to the user information comprises:
acquiring telephone information in the user information, and matching policy information from a policy database according to the telephone information;
and judging whether the user initiating the service processing scheduling request is a vehicle insurance user or not according to the policy information, if so, matching historical processing data in a preset historical time period based on the policy information, and identifying the user intention according to the historical processing data.
5. The business process scheduling method of claim 3 or 4, wherein when the user's intention includes three types of declaration, consultation and call loss, the identifying the user's intention according to the historical process data comprises:
if the matched claim settlement states of the historical processing data are settlement states, judging that the user intention is a report;
if the matched claim settlement state of the historical processing data is not finalized and not determined, determining that the user intention is called fixed loss;
and if the matched claim state of the historical processing data is not settled and damaged, judging that the user intends to be consulted.
6. The business process scheduling method according to claim 3 or 4, wherein if the matched claim settlement status of the historical process data is an unclassified status, the method further comprises:
acquiring original processing main body information in the historical processing data;
and judging whether the original processing main body is contained in the processing main body list or not, if so, taking the original processing main body as the target processing main body, otherwise, acquiring other processing main bodies from the processing main body list as the target processing main body.
7. The business process scheduling method of any one of claims 1 to 4, wherein prior to said distributing the business process scheduling request to a target process queue based on the user intent, the method further comprises:
acquiring the position information of a user initiating the service processing scheduling request;
reading scheduling configuration information of an area corresponding to the position information according to the position information;
and reading the information of all processing queues according to the scheduling configuration information, and matching the target processing queue from all the processing queues according to the user intention.
8. A traffic handling scheduling apparatus, comprising:
the information acquisition module is used for receiving a service processing scheduling request, determining the source type of the service processing scheduling request and acquiring user information of a user side based on the source type;
an intention identification module for identifying a user intention based on the service processing scheduling request or the user information;
and the scheduling matching module is used for distributing the service processing scheduling request to a target processing queue based on the user intention, acquiring a processing main body list corresponding to the target processing queue, and matching a target processing main body from the processing main body list according to the user information.
9. A computer device, comprising:
at least one processor; and the number of the first and second groups,
a memory communicatively coupled to the at least one processor; wherein,
the memory stores instructions executable by the at least one processor, which when executed by the at least one processor, cause the at least one processor to perform the steps of the traffic handling scheduling method according to any of claims 1 to 7.
10. A computer-readable storage medium, having computer-readable instructions stored thereon, which, when executed by at least one processor, implement the steps of the traffic handling scheduling method according to any of claims 1 to 7.
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