CN113052456A - Excitation factor determination method and device, terminal equipment and storage medium - Google Patents
Excitation factor determination method and device, terminal equipment and storage medium Download PDFInfo
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- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
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- G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
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Abstract
The invention provides a method and a device for determining an excitation factor, a terminal device and a storage medium, wherein the method comprises the following steps: determining operation record information respectively corresponding to each sub-stage of the current insurance policy in the first stage of the cooperation network; according to the operation record information, determining communication depth values corresponding to the first service personnel and the first service personnel respectively corresponding to each sub-stage of the first stage; and determining the service incentive factors corresponding to the first service personnel according to the communication depth values and a first preset rule. According to the technical scheme provided by the invention, the communication depth value corresponding to the first service personnel participating in the current insurance policy in the cooperation network is determined through the operation record information, so that the communication depth value is considered when the service incentive factors corresponding to the first service personnel are determined respectively, and the accuracy and the reasonableness for determining the service incentive factors are higher.
Description
Technical Field
The invention belongs to the technical field of computers, and particularly relates to a method and a device for determining an excitation factor, terminal equipment and a storage medium.
Background
In insurance services, the generation of insurance policies is not separated from the labor of the service personnel, so the service personnel need to be stimulated, and the stimulation can be determined by a stimulation factor. In traditional insurance services, consumers are generally tracked throughout the world by a single service person, and therefore the incentive factor for the service person is often determined based on a premium. However, with the development of insurance industry and the improvement of the complexity of insurance services, one business person often cannot master all business knowledge, at this time, one insurance policy may need multiple business persons to complete together, and the participation degree of each business person is different, so that if the incentive factor of each business person is still determined by the premium at this time, the accuracy of the determined incentive factor for each business person is poor, and therefore, it is crucial to determine an accurate incentive factor determination method.
Disclosure of Invention
In view of this, embodiments of the present invention provide a method and an apparatus for determining an excitation factor, a terminal device, and a storage medium, so as to solve the technical problem in the prior art that the accuracy of the excitation factor is poor.
In a first aspect of the embodiments of the present invention, a method for determining an excitation factor is provided, including:
determining operation record information respectively corresponding to each sub-stage of the current insurance policy in the first stage of the cooperation network;
according to the operation record information, determining communication depth values corresponding to the first service personnel and the first service personnel respectively corresponding to each sub-stage of the first stage;
and determining the service incentive factors corresponding to the first service personnel according to the communication depth values and a first preset rule.
In a second aspect of the embodiments of the present invention, there is provided an apparatus for determining an excitation factor, including
The record information determining module is used for determining the operation record information corresponding to each sub-stage of the first stage of the cooperation network of the current insurance policy;
a depth value determining module, configured to determine, according to each operation record information, a communication depth value corresponding to each first service person and each corresponding first service person in each sub-stage of the first stage;
and the excitation factor determining module is used for determining the service excitation factors corresponding to the first service personnel according to the communication depth values and the first preset rule.
A third aspect of the embodiments of the present invention provides a terminal device, including a memory, a processor, and a computer program stored in the memory and executable on the processor, where the processor implements the steps of the method when executing the computer program.
A fourth aspect of embodiments of the present invention provides a computer-readable storage medium storing a computer program which, when executed by a processor, implements the steps of the above-described method.
Compared with the prior art, the embodiment of the invention has the following beneficial effects: determining operation record information respectively corresponding to each sub-stage of a first stage of a cooperation network of a current insurance policy, and determining communication depth values respectively corresponding to first service personnel and each first service personnel respectively corresponding to each sub-stage of the first stage according to each operation record information; and determining the service incentive factors corresponding to the first service personnel according to the communication depth values and the first preset rule. According to the technical scheme provided by the invention, the excitation factors respectively corresponding to the first business personnel are determined by considering the communication depth values corresponding to the first business personnel, and the excitation factors have higher accuracy and higher rationality.
Drawings
In order to more clearly illustrate the technical solutions in the embodiments of the present invention, the drawings needed for the embodiments or the prior art descriptions will be briefly described below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and it is obvious for those skilled in the art to obtain other drawings without creative efforts.
Fig. 1 is a first schematic implementation flow diagram of a method for determining an excitation factor according to an embodiment of the present invention;
fig. 2 is a first schematic flow chart illustrating the implementation flow of step 12 in the excitation factor determination method according to the embodiment of the present invention;
fig. 3 is a schematic flow chart of the implementation of step 12 in the excitation factor determination method according to the embodiment of the present invention;
fig. 4 is a schematic flow chart of an implementation of the excitation factor determination method according to the embodiment of the present invention;
fig. 5 is a schematic flow chart of an implementation of the excitation factor determination method according to the embodiment of the present invention;
fig. 6 is a schematic flow chart of an implementation of the excitation factor determination method according to the embodiment of the present invention;
fig. 7 is a schematic structural diagram of an implementation of an excitation factor determination apparatus provided in an embodiment of the present invention;
fig. 8 is a schematic diagram of a terminal device according to an embodiment of the present invention.
Detailed Description
In the following description, for purposes of explanation and not limitation, specific details are set forth, such as particular system structures, techniques, etc. in order to provide a thorough understanding of the embodiments of the invention. It will be apparent, however, to one skilled in the art that the present invention may be practiced in other embodiments that depart from these specific details. In other instances, detailed descriptions of well-known systems, devices, circuits, and methods are omitted so as not to obscure the description of the present invention with unnecessary detail.
In the embodiment shown in fig. 1, a method for determining an excitation factor is provided, which specifically includes the following steps:
and 11, determining the operation record information respectively corresponding to each sub-stage of the current insurance policy in the first stage of the cooperation network.
and step 13, determining the service incentive factors corresponding to the first service personnel according to the communication depth values and a first preset rule.
In this embodiment, the current insurance policy refers to the insurance policy being processed, which may be an in-order insurance policy, i.e., the consumer purchased the corresponding insurance, or an out-of-order insurance policy, i.e., the consumer did not purchase the corresponding insurance. At least two business roles are associated with the insurance policy in a first stage of the cooperative network, such as a private advisor, a security analyst, and a product underwriter, wherein the first stage of the cooperative network refers to a stage of communicating with consumers, the first stage is also divided into a plurality of sub-stages, and each sub-stage is served by business personnel with different roles for the consumers, such as a sub-stage corresponding to the private advisor, a sub-stage corresponding to the security analyst, and a sub-stage corresponding to the product underwriter. The operation of the business personnel at each sub-stage is tracked and recorded, so that operation record information is obtained. According to the operation record information, first business personnel corresponding to each sub-stage of the current insurance policy can be determined, wherein the first business personnel refer to business personnel serving consumers corresponding to the current insurance policy, communication depth values corresponding to the first business personnel are determined at the same time, and the communication depth values can be used for representing communication degrees of the business personnel and the consumers, for example, the larger the communication depth value is, the deeper the communication degree is, the higher the participation degree of the business personnel is; and further determining service incentive factors corresponding to the first service personnel respectively according to the communication depth values and a first preset rule, and determining an incentive factor by fully considering the communication depth values of the first service personnel, wherein the incentive factor can reflect the participation degree of each first service personnel participating in the current insurance policy, so that the method has higher accuracy and higher rationality, the first preset rule can be the corresponding relation between the preset communication depth values and the incentive factors, namely when determining the communication depth values, the corresponding incentive factors can be determined according to the corresponding relation.
As shown in fig. 2, in an embodiment of the present invention, the step 12 determines, according to each operation record information, communication depth values respectively corresponding to a first service person and each first service person respectively corresponding to each sub-stage of the first stage, including:
In the above embodiment, the operation record information includes information such as text information, communication times, communication duration, and the like, where the text information may be obtained by transcribing real-time audio or recording text communication such as WeChat. And extracting the personal information in the text information to determine the first service personnel corresponding to each sub-stage of the first stage. The abstract model can be trained to extract the personal information in the text information, and the personal information in each text information is determined. Each service person has one operation record information when communicating, so that the first service person corresponding to each sub-stage of the first stage can be determined according to the text information in each operation record information. And then determining the communication depth value corresponding to each first service person according to the text information, the communication times and the communication duration. Specifically, when determining the communication depth value, the communication depth value may be determined through a mathematical model, for example, a mathematical model corresponding to the communication depth value is trained, and when obtaining new text information, new communication times, and new communication duration, the above items are input into the trained mathematical model, so that the communication depth value may be obtained. Certainly, the text information may also be identified, the communication text value is determined, and then a correspondence table between the communication text value, the communication frequency, the communication duration and the communication depth value is preset, so that the communication depth value can be determined after the communication text value, the communication frequency and the communication duration are determined. Certainly, the communication depth value can also be determined through text information, communication times and communication duration in other ways.
As shown in fig. 3, in an embodiment of the present invention, after the step 122 extracts personal information in each text message to determine first service personnel corresponding to each sub-stage of the first stage, the method further includes:
and step 126, determining a penalty factor corresponding to the third service personnel.
In the above embodiment, in order to objectively recognize the communication between the service personnel, the text message is further determined, whether the text message meets the first preset condition is determined, wherein the first predetermined condition may be the absence of inappropriate terms in the textual information, wherein the inappropriate terms may be caused by a prior specification, such as abusive terms, when the text information which does not meet the first preset condition exists in the text information, determining the text information as the target text information, and the first service personnel corresponding to the target text information is determined as the third service personnel, and the penalty factor corresponding to the third service personnel is determined, the text information which does not meet the first preset condition is determined as target text information, the first service personnel corresponding to the target text information are determined as third service personnel, and the marking process of the text information and the service personnel is carried out so as to punish the marked third service personnel. Specifically, the quality inspection system may be set to perform quality inspection on the text information, and the passing condition of the quality inspection system is set to be the first preset condition, so that when the text information does not meet the first preset condition, the text information cannot pass the quality inspection of the quality inspection system, and the text information has a problem and is determined as the target text information.
As shown in fig. 4, in an embodiment of the present invention, the method further includes:
and step 15, determining a second service staff corresponding to the second stage based on the link parameter, and determining a service incentive factor corresponding to the second service staff according to a second preset rule.
In the above embodiment, the collaboration network includes not only the first phase but also the second phase, where the first phase is a phase in which business persons communicate with consumers, and the second phase is a phase in which business persons do not need to communicate with consumers, for example, business persons in the second phase only need to send link parameters to communities, and when consumers click the link parameters to communicate, the first phase is entered. If the current insurance policy is started by a consumer clicking a certain link parameter, a link parameter corresponding to the current insurance policy in the second stage of the cooperation network needs to be determined, and a second business person corresponding to the second stage can be determined according to the link parameter, because the second business person does not communicate with the consumer, after the second business person is determined, a business incentive factor corresponding to the second business person can be determined according to a second preset rule, wherein the second preset rule can be a corresponding relation between the link parameter and the business incentive factor of the second business person, for example, each link parameter corresponds to 0.5 business incentive factors, and therefore after the second business person is determined, a 0.5 business incentive factor can be recorded for the second business person.
Specifically, the service staff at the second stage may be a user consultant, the user consultant sends an active link to the community for selection by the consumer, the active system obtains a link parameter of the active link, the tracking system calls the link parameter of the active link in the active system, the link parameter of the active link corresponds to the user consultant one by one, and after the consumer clicks a certain link parameter, the user consultant corresponding to the link parameter may be determined to be the second service staff, and a service incentive factor of the user consultant may be determined.
As shown in fig. 5, in an embodiment of the present invention, the method further includes:
and step 17, if the state information of the current insurance policy meets a second preset condition, determining the form-forming incentive factors of the first service personnel and the second service personnel.
In the above embodiment, not only the business incentive factor but also the form incentive factor exist, so that it is necessary to determine the status information of the current insurance policy, where the status information is form information or non-form information, and determine whether the status information of the current insurance policy meets a second preset condition, where the second preset condition is that the status information is form information, that is, the consumer purchases a corresponding insurance, and then determine the form incentive factors of the first business person and the second business person. The sum of the service exciting factor and the service exciting factor can be an exciting factor corresponding to a service person, so that the exciting factor is determined for the service person through the communication depth and the service score, and the determined exciting factor is more accurate and more reasonable.
As shown in fig. 6, in an embodiment of the present invention, the method further includes:
and step 19, determining learning incentive factors corresponding to the first business personnel respectively based on the learning information and a third preset rule.
In the above embodiment, in order to encourage the learning of the business person and improve the business ability, a learning incentive factor is set. By determining the learning information corresponding to each first service person, and setting the third preset rule as the corresponding relationship between the learning information and the learning incentive factors, after the learning information is determined, the learning incentive factors corresponding to the first service persons can be determined according to the third preset rule. It should be noted that learning information corresponding to the second service personnel may also be determined, and based on the determined learning information and the third preset rule, learning incentive factors corresponding to the second service personnel are determined. Specifically, the determining the learning information corresponding to each of the first service personnel includes: determining learned content information in the knowledge center; determining test information in a test system; determining training information in a training system; and synthesizing the learned content information, examination information and training information, and determining learning information corresponding to each first business person. The learning information of the business personnel is comprehensively determined by setting a knowledge center, an examination system and a training system, and if the learned content information, the examination information in the examination system and the training information in the training system in the knowledge information correspond to each other in percentage, the examination result corresponding to the examination information and the training time corresponding to the training information, the sum of the learned content information, the examination result corresponding to the examination information and the training time corresponding to the training information is determined as the learning information of the business personnel, so that the learning information can reflect the learning degree of the business personnel more accurately, and the accuracy of the determined learning incentive factor according to the learning information is higher. After the service exciting factor, the one-to-one exciting factor and the learning exciting factor are determined, the weighted average of the service exciting factor, the one-to-one exciting factor and the learning exciting factor can be determined as the exciting factor of the service personnel according to the weight coefficient determined in advance, so that the accuracy and the reasonableness of the exciting factor determined by comprehensively considering various factors are higher.
As shown in fig. 7, in an embodiment of the present invention, an apparatus for determining an excitation factor is provided, which specifically includes the following modules:
a record information determining module 71, configured to determine operation record information corresponding to each sub-stage of the first stage of the cooperation network of the current policy;
a depth value determining module 72, configured to determine, according to each operation record information, a communication depth value corresponding to each first service person and each corresponding first service person in each sub-stage of the first stage;
and an incentive factor determining module 73, configured to determine, according to the communication depth values and a first preset rule, a service incentive factor corresponding to each first service person.
Fig. 8 is a schematic diagram of a terminal device according to an embodiment of the present invention. As shown in fig. 8, the terminal device 6 of this embodiment includes: a processor 60, a memory 61 and a computer program 62, such as a sound amplification program based on image recognition, stored in said memory 61 and executable on said processor 60. The processor 60, when executing the computer program 62, implements the steps in the various intelligent display method embodiments described above, such as steps 11 through 13 shown in fig. 1. Alternatively, the processor 60, when executing the computer program 62, implements the functions of the modules/units in the above-described device embodiments, such as the functions of the modules 71 to 73 shown in fig. 7.
Illustratively, the computer program 62 may be partitioned into one or more modules/units that are stored in the memory 61 and executed by the processor 60 to implement the present invention. The one or more modules/units may be a series of computer program instruction segments capable of performing specific functions, which are used to describe the execution of the computer program 62 in the terminal device 6.
The terminal device 6 may be a desktop computer, a notebook, a palm computer, a cloud server, or other computing devices. The terminal device may include, but is not limited to, a processor 60, a memory 61. Those skilled in the art will appreciate that fig. 8 is merely an example of a terminal device 6 and does not constitute a limitation of terminal device 6 and may include more or fewer components than shown, or some components may be combined, or different components, for example, the terminal device may also include input output devices, network access devices, buses, etc.
The Processor 60 may be a Central Processing Unit (CPU), other general purpose Processor, a Digital Signal Processor (DSP), an Application Specific Integrated Circuit (ASIC), a Field Programmable Gate Array (FPGA) or other Programmable logic device, discrete Gate or transistor logic, discrete hardware components, etc. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like.
The memory 61 may be an internal storage unit of the terminal device 6, such as a hard disk or a memory of the terminal device 6. The memory 61 may also be an external storage device of the terminal device 6, such as a plug-in hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card), and the like, which are provided on the terminal device 6. Further, the memory 61 may also include both an internal storage unit and an external storage device of the terminal device 6. The memory 61 is used for storing the computer programs and other programs and data required by the terminal device. The memory 61 may also be used to temporarily store data that has been output or is to be output.
It will be apparent to those skilled in the art that, for convenience and brevity of description, only the above-mentioned division of the functional units and modules is illustrated, and in practical applications, the above-mentioned function distribution may be performed by different functional units and modules according to needs, that is, the internal structure of the apparatus is divided into different functional units or modules to perform all or part of the above-mentioned functions. Each functional unit and module in the embodiments may be integrated in one processing unit, or each unit may exist alone physically, or two or more units are integrated in one unit, and the integrated unit may be implemented in a form of hardware, or in a form of software functional unit. In addition, specific names of the functional units and modules are only for convenience of distinguishing from each other, and are not used for limiting the protection scope of the present application. The specific working processes of the units and modules in the system may refer to the corresponding processes in the foregoing method embodiments, and are not described herein again.
In the above embodiments, the descriptions of the respective embodiments have respective emphasis, and reference may be made to the related descriptions of other embodiments for parts that are not described or illustrated in a certain embodiment.
Those of ordinary skill in the art will appreciate that the various illustrative elements and algorithm steps described in connection with the embodiments disclosed herein may be implemented as electronic hardware or combinations of computer software and electronic hardware. Whether such functionality is implemented as hardware or software depends upon the particular application and design constraints imposed on the implementation. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the present invention.
In the embodiments provided in the present invention, it should be understood that the disclosed apparatus/terminal device and method may be implemented in other ways. For example, the above-described embodiments of the apparatus/terminal device are merely illustrative, and for example, the division of the modules or units is only one logical division, and there may be other divisions when actually implemented, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form.
The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, functional units in the embodiments of the present invention may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit.
The integrated modules/units, if implemented in the form of software functional units and sold or used as separate products, may be stored in a computer readable storage medium. Based on such understanding, all or part of the flow of the method according to the embodiments of the present invention may also be implemented by a computer program, which may be stored in a computer-readable storage medium, and when the computer program is executed by a processor, the steps of the method embodiments may be implemented. Wherein the computer program comprises computer program code, which may be in the form of source code, object code, an executable file or some intermediate form, etc. The computer-readable medium may include: any entity or device capable of carrying the computer program code, recording medium, usb disk, removable hard disk, magnetic disk, optical disk, computer Memory, Read-Only Memory (ROM), Random Access Memory (RAM), electrical carrier wave signals, telecommunications signals, software distribution medium, and the like. It should be noted that the computer readable medium may contain content that is subject to appropriate increase or decrease as required by legislation and patent practice in jurisdictions, for example, in some jurisdictions, computer readable media does not include electrical carrier signals and telecommunications signals as is required by legislation and patent practice.
The above-mentioned embodiments are only used for illustrating the technical solutions of the present invention, and not for limiting the same; although the present invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; such modifications and substitutions do not substantially depart from the spirit and scope of the embodiments of the present invention, and are intended to be included within the scope of the present invention.
Claims (10)
1. A method for determining an excitation factor, comprising:
determining operation record information respectively corresponding to each sub-stage of the current insurance policy in the first stage of the cooperation network;
according to the operation record information, determining communication depth values corresponding to the first service personnel and the first service personnel respectively corresponding to each sub-stage of the first stage;
and determining the service incentive factors corresponding to the first service personnel according to the communication depth values and a first preset rule.
2. The method of claim 1, wherein the determining, according to the operation record information, communication depth values corresponding to the first service person and the first service person respectively corresponding to each sub-stage of the first stage comprises:
acquiring text information in each operation record information;
extracting personal information in each text message to determine first business personnel corresponding to each sub-stage of the first stage;
determining the communication times and the communication duration in each operation record message;
and determining a communication depth value corresponding to each first service person according to each text message, the communication times and the communication duration.
3. The method according to claim 2, wherein after the extracting of the personal information in each text message to determine the first service person corresponding to each sub-stage of the first stage, the method further comprises:
judging whether each text message meets a first preset condition or not;
if target text information which does not accord with the first preset condition exists in the text information, determining a first service person corresponding to the target text information as a third service person;
and determining a penalty factor corresponding to the third service personnel.
4. The method of claim 1, further comprising:
determining a link parameter corresponding to the current insurance policy in a second stage of the cooperative network;
and determining a second service staff corresponding to the second stage based on the link parameter, and determining a service incentive factor corresponding to the second service staff according to a second preset rule.
5. The method of claim 4, further comprising:
determining state information of the current insurance policy;
and if the state information of the current insurance policy meets a second preset condition, determining the form-forming incentive factors of the first service personnel and the second service personnel.
6. The method according to any one of claims 1-5, further comprising:
determining learning information corresponding to each first service personnel;
and determining learning incentive factors corresponding to the first business personnel respectively based on the learning information and a third preset rule.
7. The method of claim 6, wherein the determining learning information corresponding to each of the first business persons comprises:
determining learned content information in the knowledge center;
determining test information in a test system;
determining training information in a training system;
and synthesizing the learned content information, examination information and training information, and determining learning information corresponding to each first business person.
8. An excitation factor determination apparatus, comprising:
the record information determining module is used for determining the operation record information corresponding to each sub-stage of the first stage of the cooperation network of the current insurance policy;
a depth value determining module, configured to determine, according to each operation record information, a communication depth value corresponding to each first service person and each corresponding first service person in each sub-stage of the first stage;
and the excitation factor determining module is used for determining the service excitation factors corresponding to the first service personnel according to the communication depth values and the first preset rule.
9. A terminal device comprising a memory, a processor and a computer program stored in the memory and executable on the processor, characterized in that the processor implements the steps of the method according to any of claims 1 to 7 when executing the computer program.
10. A computer-readable storage medium, in which a computer program is stored which, when being executed by a processor, carries out the steps of the method according to any one of claims 1 to 7.
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Citations (8)
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