CN113139855A - Sharing law legal consultation quick response system - Google Patents
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Abstract
The invention provides a law consultation quick response system for a shared law institute, which comprises a plurality of client sides and lawyer ends, wherein the client sides and the lawyer ends are installed in an intelligent terminal or interactive equipment in an APP mode and are connected through a background database, and the background database is used for transmitting information and reminding between the client sides and the lawyer ends, storing relevant information of clients and lawyers and intelligently analyzing relevant information contents to finish interaction between the clients and the lawyers. The system and the method can quickly and accurately screen lawyers for pushing, provide simultaneous consultation for a plurality of lawyers, ensure that the client requests are responded and replied at the first time, innovatively introduce a form-robbing mode, fully utilize the fragmentization time of the lawyers to reasonably and independently arrange work, quickly establish the trust relationship between the client and the lawyers, and lay a solid cooperation foundation for subsequent legal entrusts and event resolution.
Description
Technical Field
The invention relates to a quick response system for law consultation of a sharing law institute, and belongs to the technical field of intelligent law service.
Background
With the promulgation and formal implementation of the national law system, the national law system enters a new development stage, along with the improvement and development of the law system, the law consciousness and the maintenance consciousness of the citizen are continuously enhanced, and various problems and disputes in life are more inclined to help professional law service organizations so as to better solve personal problems. However, in the conventional concept, lawyer services are still far away from common citizens, on one hand, because the disputes of the problems encountered by the citizens often relate to personal privacy, the lawyers are difficult to enlighten, and the lawyers often do not want to be known by other people when suffering from the privacy problems; on the other hand, the conventional lawyer meeting service has a high charging standard, and a high lawyer fee makes many citizens to be forbidden. In fact, most problems encountered by citizens in life can be solved or treated by the relevant institutions by themselves only needing to know certain legal knowledge and terms without resorting to legal means, so that how to provide convenient, fast, accurate and confidential legal consultation services for citizens is an important prerequisite link for effectively developing services of the current legal service institutions, particularly law firm.
For law firm, the traditional offline meeting service mode is difficult to meet various diversified requirements for legal services in the current market, and is not beneficial to the reasonable distribution and use of market resources in the industry. With the development of the internet and cloud platform technology, more and more legal service organizations select online service modes to expand the operation levels of the legal service organizations, and the legal service platforms are constructed through various modes such as webpages, chat software, mobile phone APP and the like, so that the problems of long time consumption and high cost of offline services can be solved, the requirement of customers on protecting personal privacy is met, lawyers can be helped to provide legal suggestions more accurately and efficiently by means of an artificial intelligence system, and the problems of the customers are solved. In addition, due to the impact caused by the new crown pneumonia epidemic situation, the traditional offline service mode is greatly influenced, the online legal consultation service is gradually the first choice of the citizens at present, and when the impact of the epidemic situation problem on the service industry is responded, how to rapidly improve the response speed and the accuracy of the consultation system so as to improve the use experience of the client is the key point of increasing the self competitiveness and the market influence of the law.
The existing online legal consultation system can realize the communication of characters, images and videos between a client and a lawyer, complete the online analysis and suggestion of case situations and establish the basis for further offline meeting: for example, the patent application with patent number CN201110418045.7 discloses a legal consulting system, which can provide simple calling, searching and consulting services; the invention patent application with the patent number of CN201110418481.4 discloses a device combining case information consultation and lawyer entrustment, and the device is additionally provided with the functions of condition screening and record storage on the basis of the consultation; the invention patent application with the patent number of CN201710645184.0 discloses a legal consultation management system and a management method thereof, which can judge and classify according to legal help-seeking information provided by clients and feed back correspondingly; and so on. However, the following problems still exist in the actual operation of the current online legal consultancy system: 1) most legal consultation systems depend too much on artificial intelligence, and generally adopt systems to screen keywords and provide automatic response for client problems, but case problems in actual situations are very complex and difficult to effectively analyze and respond to client situations, and for clients who do not contact legal knowledge, only providing relevant legal knowledge or terms is difficult to really solve the problems; 2) the case preprocessing time is too long, the response speed is slow, and lawyer parties usually need to log in the system by themselves to receive and reply the consultation problems processed by the system, so that the consultation enthusiasm of clients is reduced, and a large number of potential clients are lost; 3) lawyer information is opaque, a client cannot visually know and compare lawyer qualification and strength, the selection range is narrow, meanwhile, the trust degree on lawyers is low, the communication difficulty is increased to a certain degree, and the working enthusiasm of lawyers is reduced; and so on. Therefore, there is an urgent need for an intermediary system that can intelligently select corresponding lawyers according to the needs of customers, remind in real time, and quickly establish communication with the customers, so as to improve the working efficiency and improve the user experience.
Due to the steady and rapid development of lawyer industries and the steady implementation of lawyer culture plans in various regions, more and more lawyers are put into the industries, the number of medium and small-sized disciplines is continuously increased, the competition inside the industries is more and more intense, the market gradually tends to be saturated particularly in urban areas with higher living standards, and the medium and small-sized disciplines face more severe challenges compared with large-sized disciplines with stable client bases although the demand of the lawyers is large. In this context, the concept of sharing laws follows: the working mode can effectively reduce the management pressure and the comprehensive cost of the medium and small-sized temperaments, save resources, improve the working efficiency, enhance the information communication among the temperaments and obviously improve the overall market competitiveness of the temperament. Due to the characteristics of the working mode of the sharing law, the legal consultation system correspondingly matched with the sharing law not only needs to solve the defects existing in the traditional consultation platform, but also needs to deal with the following newly-added problems: 1) lawyers in the sharing law still belong to each law, the enthusiasm for participating in the construction of the sharing platform is not high, and the management difficulty is high; 2) with the implementation of an online office mode and the expansion of platform scale, office points of all cooperative laws are widely distributed geographically, and need to be accurately and comprehensively arranged according to the geographic position conditions of clients; 3) there is still a competitive relationship between the laws, and if the client resources are not distributed reasonably, a malignant competitive situation is easy to occur, and so on. The existence of the problems puts higher requirements on the construction of a legal consulting platform of the share-law institute, and is also an obstacle which must be faced and overcome in the operation process of the manager of the share-law institute.
Disclosure of Invention
The invention aims to solve the problems of the conventional legal consultation platform or product and provides a legal consultation system which is suitable for a cooperative mode of a share law and can quickly respond and timely feed back the requirements of clients.
The technical solution of the invention is as follows: a law consultation quick response system for a shared law institute comprises a plurality of client sides and lawyer ends, wherein the client sides and the lawyer ends are installed in an intelligent terminal or interactive device in an APP mode and are connected through a background database, the background database is used for transmitting information and reminding between the client sides and the lawyer ends, storing relevant information of the client and the lawyer ends and intelligently analyzing relevant information content to finish interaction between the client and the lawyer; the client is used for the client to select the type and the mode of legal consultation problems and communicate with lawyers; and the lawyer end is used for receiving the prompt sent by the background database by the lawyer to complete the butt joint work with the client.
Further, the background database specifically comprises an information receiving module, an information sending module, a data storage module, a retrieval screening module and a comprehensive management module, wherein the information receiving module and the information sending module are respectively used for receiving and sending information transmitted from the client and the lawyer end and providing voice, telephone and video communication functions; the data storage module is used for storing basic information and chat records of clients and lawyers; the retrieval screening module is used for retrieving lawyers in the corresponding legal field according to the consultation type selected by the client to realize accurate pushing; and the comprehensive management module is used for customer service staff to uniformly manage the background database information and the communication process between the client and the lawyer end.
Further, the client specifically comprises a transmission module, a positioning module, a consultation module, a message module and a timing module, wherein the transmission module is used for transmitting text, voice and picture information of a client about legal problems and receiving opinion feedback sent by lawyers, the positioning module is used for determining and uploading geographic coordinate positions of the client, the consultation module is used for the client to select consultation types and modes, the message module is used for the client and the lawyers to communicate with the legal problems and check historical messages, and the timing module is used for calculating communication time of the client and the lawyers.
Furthermore, the lawyer end specifically includes transmission module, the module of robbing an order, answer the question module, wherein the transmission module is used for transmitting the question information that the customer provided and lawyer's opinion, and the module of robbing an order is used for receiving the warning that the backstage database sent and accomplishing the instruction of robbing an order, and the module of answering a question is used for answering the consultation question that the customer proposed and looking over historical reply.
The legal consultation quick response method utilizing the system specifically comprises the following steps:
1) the client selects a corresponding consultation type and a corresponding consultation mode in the client according to the legal problems encountered by the client;
2) after the client selects, the client sends the consultation type and mode information to the background database, and after the background database analyzes the information content, lawyers in the corresponding legal field are quickly screened according to lawyer team information stored in the internal database;
3) the background database pushes the order grabbing reminder to the lawyer end of each screened lawyer, and the lawyer receiving the order grabbing reminder quickly selects to receive an order and enters a consultation interface to communicate with the user; continuously pushing and reminding the background database until the number of lawyers receiving the order reaches the target requirement, and closing a pushing channel and an order receiving channel;
4) the client selects the lawyer who wants to consult among the order-receiving lawyers according to the needs of the client, and carries out legal consultation process with the lawyer.
Further, the lawyer team in the step 2) comprises an on-duty lawyer of the shared law platform and a big data lawyer of each law firm belonging to the shared law platform; the on-duty lawyers are uniformly managed by the sharing law platform, and are contacted with the clients at the first time when receiving the reminding, so that the clients can be responded during working time and non-working time when consulting; the big data lawyers select to register lawyers at the lawyers end of the platform of the shared law in each law, and the lawyers in the law can select to register according to self needs and work schedules. The client sends the consultation type information and simultaneously sends the geographical position information of the area where the client is located to the background database, and the background database preferentially screens lawyers with close geographical positions and pushes the lawyers according to the geographical position information of the client.
Further, in the step 3), when the background database pushes the ticket grabbing reminder to the lawyer side, the method specifically comprises the following steps:
initiating a first batch of order grabbing reminding pushing to a lawyer end of a screened lawyer by a background database, displaying an order grabbing page by the lawyer end receiving the order grabbing reminding, and displaying an order grabbing state in real time; a lawyer clicks a sheet grabbing button in a sheet grabbing page to pick up a sheet, the lawyer end sends a sheet grabbing instruction to a background database, and when the number of the sheet grabbing instructions reaches the target requirement, pushing is stopped;
and secondly, when the target requirements are not met for a period of time after the first batch of push is sent out, the background database initiates a second batch of order grabbing reminding push to lawyers of all on-duty lawyers until the number of order receiving instructions reaches the target requirements.
Further, in the step 3), the modes of pushing the order grabbing reminder to the lawyer side by the background database include information pushing and telephone pushing, and the specific pushing method includes:
information push: the background database sends order grabbing information to the lawyer ends of all screened lawyers, the order grabbing information is displayed on a main interface of the lawyer ends, and message reminding is carried out in a vibration mode, a prompt tone mode and a popup window mode according to system settings of intelligent equipment installed on the lawyer ends APP;
telephone pushing: the background database selects a rated number of lawyers from the screened lawyers, wherein the lawyers include 1 on-duty lawyer, and the rest are selected randomly; dialing according to the mobile phone number in the uploaded information, and automatically playing the voice for prompting the order grabbing after connection.
Further, the consultation modes in the step 4) comprise a voice consultation mode, a video consultation mode and a picture and text consultation mode, and after entering a formal consultation link, the client uploads case information described by the client to the background database by using input equipment of an intelligent terminal installed on the client, and then transmits the case information to the lawyer end through the background database; the legal consultation process is carried out in a mode of combining free consultation and timing charging, and specifically comprises the following steps: after receiving the order, the lawyer sends a greeting message to the client, when the client replies the message, the client displays free consultation time and starts timing, and the client can freely ask questions to the lawyer in the free consultation time and provide information and materials in a selected consultation mode; when the free consultation time is timed out, the consultation process is suspended, the client is reminded and the charging standard of the subsequent charging consultation is displayed, and the client can choose to pay to continue consultation.
Compared with the prior art, the invention has the advantages that:
1) by pre-classifying the legal problems and quickly and accurately screening the corresponding lawyers for pushing, multiple lawyers are provided for simultaneous consultation, the client selection range is widened, the legal problems are solved in a targeted manner, and the system is more humanized and diversified compared with the traditional consultation mode;
2) setting a duty lawyer system, ensuring that the consultation requirements of the client are responded and replied at the first time, and avoiding the condition that the client runs off due to no reply;
3) according to the organizational structure characteristics of the shared law, the fragmentization time of lawyers is fully utilized, and lawyers can receive orders and reply anytime and anywhere by using lawyer terminals installed on mobile equipment, so that the response time is further shortened;
4) the 'order grabbing' mode is innovatively introduced, the response speed is accelerated, at the same time, the benign competition among lawyers is kept, the reasonable and independent arrangement and digestion of client resources of the sharing law are facilitated, the lawyers can flexibly select order receiving according to the self conditions, the work progress is reasonably arranged, and the management pressure of the sharing law is relieved to a certain extent;
5) through the combination of free consultation and timing charging service, the client can know the lawyer level and style in the primary communication process, the client can select the right independently, the expenditure is saved, the charging standard is transparent, the payment is convenient and fast, and the platform attraction and the client viscosity are fully improved;
6) the client and each lawyer communicate one-to-one in the consultation interface respectively, so that the privacy of the user is effectively protected, the problems occurring in the communication are solved in time through the supervision and intervention of the background database, the trust relationship between the client and the lawyer is quickly established, and a solid cooperation foundation is laid for the follow-up legal entrustment and event solution.
Drawings
FIG. 1 is a schematic diagram of the overall structure of the legal consultation quick response system of the share law of the present invention.
FIG. 2 is a flow chart of the working method of the legal consultation quick response system of the share law of the invention.
Detailed Description
In order to make the technical purpose and technical effects of the present invention clearer, the following detailed description of the technical solution of the present invention is made with reference to the accompanying drawings and the detailed description. The following examples are presented to enable those skilled in the art to more fully understand the present invention and are not intended to limit the scope of the embodiments described herein.
As shown in fig. 1, a law consultation quick response system for shared law institute establishes a service network through a plurality of intelligent terminal interaction devices, and comprises a plurality of client sides and lawyer sides, wherein the client sides and the lawyer sides are connected through a background database, the background database is used for transmitting information and reminders between the client sides and the lawyer sides, storing relevant information of the client and the lawyer sides, intelligently analyzing relevant information contents, completing interaction between the client and the lawyer, and customer service staff can intervene in an interaction process between the client and the lawyer through the background database; the client is installed in intelligent equipment such as a mobile phone and a computer of a client in an APP mode and is used for the client to select legal consultation problem types and modes and communicate with lawyers; the lawyer end is installed in smart devices such as lawyer's cell-phone, computer with APP form equally for lawyer receives the warning that the backstage database was sent, accomplishes the butt joint work with the customer.
The background database comprises an information receiving module, an information sending module, a data storage module, a retrieval screening module, a comprehensive management module and other functional modules, wherein the information receiving module and the information sending module are respectively used for receiving and sending information transmitted from a client and a lawyer terminal and providing voice, telephone and video communication functions; the data storage module is used for storing basic information and chat records of clients and lawyers; the retrieval screening module is used for retrieving lawyers in the corresponding legal field according to the consultation type selected by the client to realize accurate pushing; and the comprehensive management module is used for customer service staff to uniformly manage the background database information and the communication process between the client and the lawyer end.
The client specifically comprises a transmission module, a positioning module, a consultation module, a message module, a timing module and other functional modules, wherein the transmission module is used for transmitting information such as characters, voice and pictures proposed by a client about legal problems and receiving feedback of opinions sent by lawyers, the positioning module is used for determining and uploading geographic coordinate positions of the client, the consultation module is used for the client to select consultation types and modes, the message module is used for the client and the lawyers to communicate with each other about the legal problems and check historical messages, and the timing module is used for calculating communication time of the client and the lawyers.
The lawyer end specifically comprises a transmission module, an order grabbing module, a question answering module and other functional modules, wherein the transmission module is used for transmitting question information provided by a client and the opinions of the lawyer, the order grabbing module is used for receiving the reminding sent by the background database and completing an order grabbing instruction, and the question answering module is used for answering the consultation questions proposed by the client and checking historical responses.
The background database, the client and the lawyer end, in addition to the described modules, also include various basic function modules necessary for normal operation of each terminal, such as a login system, a user operation interface, an online payment system, an opinion feedback system, and the like, which are implemented on a software level by means of the prior art, and are not described herein again, but do not represent that each terminal does not have these modules and corresponding functions.
As shown in fig. 2, the specific working method of the system for quick consultation and response by law of share law is as follows:
1) the client selects a corresponding consultation type and a corresponding consultation mode in the client according to the legal problems encountered by the client;
2) after the client selects, the client sends the consultation type and mode information to the background database, and after the background database analyzes the information content, lawyers in the corresponding legal field are quickly screened according to lawyer team information stored in the internal database;
3) the background database pushes the order grabbing reminder to the lawyer end of each screened lawyer, and the lawyer receiving the order grabbing reminder quickly selects to receive an order and enters a consultation interface to communicate with the user; continuously pushing and reminding the background database until the number of lawyers receiving the order reaches the target requirement, and closing a pushing channel and an order receiving channel;
4) the client selects the lawyer who wants to consult among the order-receiving lawyers according to the needs of the client, and carries out legal consultation process with the lawyer.
The consultation types in the step 1) comprise: marriage families, property areas, company and business, traffic accidents, contractual disputes, property warranties, security criminals, litigation, intellectual property, administrative litigation, and others. The consultation types are mainly used for civil disputes, basically cover various legal problems which can be met by citizens in daily life, are sequentially sequenced according to the frequency of easy occurrence of the civil disputes, help clients to effectively position the met problems, are beneficial to quickly analyzing and pushing the client problems by the background database, and ensure lawyers familiar with the field to be in butt joint with the clients.
Due to the operation mechanism of the shared law place, a plurality of law places are usually included under the shared law place platform, the conditions of each law place are different, the law places of the law places usually still are managed by the law places respectively, the platform is not managed uniformly, if a fixed-point pushing mode of a traditional consultation platform is adopted, on one hand, timely feedback of lawyers to client problems cannot be guaranteed, and on the other hand, clients cannot compare and select lawyers. In order to avoid the problems, the screening and pushing mode of the lawyer team adopts the following system and mode:
the lawyer team in the step 2) comprises an on-duty lawyer of the shared law platform and a big data lawyer of each law firm belonging to the shared law platform; the lawyers on duty are managed by a shared law place platform in a unified way, can be composed of representatives assigned by each law firm, can also be recruited independently, and are mainly selected to have high-seniority and wide-legal knowledge, so that legal problems in most fields can be solved, the lawyers on duty can be contacted with clients at the first time when receiving reminding, the working time and the non-working time are ensured, and the clients can be responded when consulting; the big data lawyers select to register lawyers at the lawyers end of the platform of the shared law in each law, and the lawyers in the law can select to register according to self needs and work schedules. The lawyer team information is that when a lawyer uses a lawyer end for the first time, the lawyer uploads personal information, an adequacy field, a practice certificate, a practice law enforcement place and the like to a background database, after the lawyer information is approved by a manager, a lawyer account is registered and a system is logged in, the background database stores the lawyer information in a classified mode according to the adequacy field, and a lawyer on duty is marked according to a set duty plan, and meanwhile, the number of the lawyers on duty is not less than the target requirement of the number of the lawyers on duty; background database selects 1 lawyer on duty at least when screening lawyer, and other select to log in other lawyers in corresponding legal problem field in the database, can guarantee that lawyer on duty receives an order on one hand in the time of client consultation like this, avoids long-time nobody to reply and leads to the client to run off, and on the other hand can guarantee to receive an order lawyer enough understanding to the field of client legal problem for the communication process, gives client a good first impression.
In the step 2), the client side sends the consultation type information and simultaneously sends the geographical position information of the area where the client is located to the background database, the background database preferentially screens lawyers with close geographical positions according to the geographical position information of the client and pushes the lawyers, so that the lawyers can arrive at the client residence or dispute area as soon as possible and the case processing progress is pushed when the client needs to meet at the later stage.
As described in the background art, the number of attorneys in the shared law is larger than that of the general independent firm, and the number and level of attorneys in each dependent firm are different, so how to effectively allocate client resources is a problem that needs to be faced in the operation process of the shared law. In the traditional law consultation platform, fixed workers are responsible for butt joint and communication, and when the traditional law consultation platform is applied to a sharing law, the problem that the clients cannot timely receive responses due to the fact that the clients often have insufficient hands due to large communication quantity of the clients is caused; meanwhile, lawyers in the sharing law mainly take the business and arrangement of companies to which the lawyers belong as top priority, and often cannot feed back the consultation tasks issued by the platform at the first time, so that the enthusiasm is low, the unified management difficulty of the platform is high, and the operation cost is greatly increased. Therefore, the invention adopts the mode of 'order grabbing' in the message pushing process, limits the number of order receiving people and time through an order grabbing mechanism, increases the working enthusiasm and flexibility of lawyers, and can feed back the customer requirements more quickly, thereby better realizing the autonomous allocation of customer resources and enhancing the enthusiasm and stability of the overall work of a sharing law.
In the step 3), the background database specifically performs the following steps when pushing the order grabbing reminder to the lawyer side:
initiating a first batch of order grabbing reminding pushing to a lawyer end of a screened lawyer by a background database, displaying an order grabbing page by the lawyer end receiving the order grabbing reminding, and displaying an order grabbing state in real time; a lawyer clicks a sheet grabbing button in a sheet grabbing page to pick up a sheet, the lawyer end sends a sheet grabbing instruction to a background database, and when the number of the sheet grabbing instructions reaches the target requirement, pushing is stopped;
and secondly, when the target requirement is not met within a period of time (which is set to 5 minutes in the embodiment and can be adjusted according to the actual consulting amount) after the first batch of push is sent out, the background database initiates a second batch of order grabbing reminding push to lawyers of all on-duty lawyers until the number of order receiving instructions reaches the target requirement.
The first batch of pushing in the order grabbing reminding process is conventional pushing, and because at least 1 lawyer on duty is provided in the pushed lawyers, the lawyer on duty can establish contact with the client at the first time, so that the order receiving of people within 5 seconds is ensured, the client experience is improved, and other lawyers can select the order receiving according to the self condition; the second batch of pushing is insurance pushing, if special conditions occur, the selected on-duty lawyers fail to take orders, and other lawyers can require all on-duty lawyers to take orders when the other lawyers fail to take orders due to busy business, so that the condition that no person takes orders to cause client loss is avoided. Such as: the target requirement is that 5 lawyers pick up an order, the first batch pushes 7 lawyers in total, wherein 2 are on duty lawyers, 5 are big data lawyers, 2 are on duty lawyers to pick up an order first, and when 3 are big data lawyers to select to pick up an order, the pushing is stopped; and after 5 minutes, if the number of the lawyers on duty does not reach 5, pushing the lawyers on duty to ensure that all 5 lawyers on duty receive the order. Through the order grabbing and receiving modes, the working enthusiasm of lawyers of the share law can be mobilized to the maximum extent on the premise of ensuring that the client consultation is quickly responded, the benign competition and cooperation relationship among lawyers is enhanced, meanwhile, a certain selection space is ensured for both the client and the lawyers, the client can select a plurality of lawyers to consult simultaneously, and the lawyers can selectively receive orders according to the working conditions of the lawyers, so that the stable development of the share law is promoted.
In the step 3), the number of lawyers receiving an order reaches the target requirement, which is the upper limit of the number of lawyers that can be contacted by the same client when the same client puts forward a legal consultation requirement, the target requirement can be comprehensively determined according to the whole scale of a share law, the number of lawyer teams and the consultation frequency of the client, the number of lawyers is determined to be 5 in the embodiment, namely the same client can consult 5 lawyers at most simultaneously for the same legal problem, so that the traditional one-to-one consultation mode is broken through, a selection space can be fully provided for the client, different lawyers are contacted, consultation results are compared, and the most popular lawyer of the client is selected to continue to delegate; on the other hand, the method can ensure the perfection of the order grabbing mechanism of the shared law platform and ensure a benign competitive environment among the lawyers of the shared law by limiting the upper limit of the number of the orders.
In the step 3), the modes of pushing the order grabbing reminder to the lawyer end by the background database include information pushing and telephone pushing, and the specific pushing method comprises the following steps:
information push: the background database sends order grabbing information to the lawyer ends of all screened lawyers, the order grabbing information is displayed on a main interface of the lawyer ends, and message reminding is carried out by means of vibration, prompt tones, popup windows and the like according to system settings of intelligent equipment installed on the APP of the lawyer ends;
telephone pushing: the background database selects the lawyers with the rated number (including 1 lawyer on duty and other random choices) from the screened lawyers, dials according to the mobile phone number in the uploaded information, automatically plays the voice for reminding the user to deal with the order after the phone number is switched on, and avoids the lawyers from missing the order due to the fact that the lawyers are not started or do not pay attention to APP reminding.
Adopt above-mentioned two kinds to remind the propelling movement mode parallel, can effectively guarantee lawyer can in time receive to rob the order and remind, avoid missing effective single time of robbing, also can further accelerate and connect single speed and efficiency.
In order to ensure good experience of the client and lawyer in the communication process, the invention fully considers the relevant requirements of the client on the communication process and the charging standard, provides a plurality of consultation modes, combines free consultation and charging consultation, facilitates the client to preliminarily know and compare the lawyer level and selects according to the self condition.
And the consultation modes in the step 4) comprise a voice consultation mode, a video consultation mode and a picture and text consultation mode, and after entering a formal consultation link, the client uploads case information described by the client to the background database by using input equipment such as a camera and a microphone of intelligent equipment installed in the client, and then transmits the case information to the lawyer end through the background database. The consultation mode classification can help the client to select a communication channel most suitable for the client, and if the client considers the privacy problem of the client and does not want to expose, the client can select a voice or image-text consultation mode to describe the problem encountered by the client; if the client wants to observe the situation of the lawyer himself or visually display the problems, a video consultation mode can be selected to directly talk with the lawyer, and the lawyer can also visually learn the situation of the client (such as observing the damage degree of objects, the injury situation of bodies and the like) through photos or videos, so that the understanding of the lawyer on the case situation is accelerated to a certain extent.
The legal consultation process in the step 4) is performed in a mode of combining free consultation and timing charging, and specifically comprises the following steps: after receiving the order, the lawyer sends a greeting message to the client, when the client replies the message, the client displays free consultation time (the time can be set according to the situation of a lawyer team of the share law, in the embodiment, the time is set to be 10 minutes) and starts to time, the client can freely ask the lawyer for questions within the free consultation time, and information and materials are provided through a selected consultation mode; when the free consultation time is timed out, the consultation process is suspended, the client is reminded and the charging standard of the subsequent charging consultation is displayed, and the client can choose to pay to continue consultation.
In the process, the free consultation time of each lawyer is independent, namely the client can respectively and freely consult each lawyer receiving the order, so that the client can be fully ensured to communicate with different lawyers, and the lawyers have certain knowledge of the basic conditions, and then select the lawyers approved by the client to entrust; lawyers can also make full use of fragmentation time to extend self business, can basically know the case condition, can answer some simple questions fast. Meanwhile, the free consultation time is refreshed every 24 hours, namely after 24 hours, the client can select free consultation again, so that the economic pressure can be reduced to the greatest extent for some clients who are relatively difficult in economy or want to further know the situation and then entrust, and the human-oriented service concept is fully embodied. The charging standard of the subsequent charging consultation is uniformly set by a sharing law platform, the charging standard of the voice, video and image-text consultation modes is sequentially displayed in the client, and the client can directly select an electronic payment mode such as WeChat or Paibao and the like to pay at the client so as to continue the consultation.
In the step 4), when the client communicates with the lawyer in the client, the following operations can be performed:
firstly, a client can click a lawyer head portrait to check information such as lawyer personal brief, field adequacy, honor obtained, service record and the like, and can visually check the total service duration, times and number of good comments of the lawyer, so that the personal service capability condition of the lawyer can be quickly and visually known;
the client can check the historical information of past consultants in the information list of the client, and can call back to continue the previous communication;
after the client has finished the entrustment with the lawyer, the client can inquire the entrustment progress and carry out the service order hastening;
and fourthly, the client can click a customer service button on a communication interface with the lawyer, contact with customer service personnel through the background database and feed back various problems encountered in the communication process at any time.
In the step 4), after the client and lawyer complete the legal consultation process, if the client and lawyer intentionally achieve formal entrustment on the met legal problems, the lawyer can select to form case records at the lawyer end and report the case records to the background database for subsequent meeting access work and progress tracking.
The invention fully combines various characteristics of the sharing law, establishes a quick response system facing the client legal consultation problem in a targeted manner, is also suitable for the expansion of the legal consultation service of the common law, accelerates the establishment of the legal terminal consultation network in enterprises, government departments and public places, and further perfects a legal service system.
The above embodiments specifically describe the basic principles and main features of the present invention, and the advantages of the present invention. It will be understood by those skilled in the art that the present invention is not limited to the embodiments described above, and the embodiments described above are only for illustrating the practical application of the present invention, and various changes and modifications may be made to the technical solution of the present invention without departing from the spirit and scope of the present invention, and these changes and modifications fall within the scope of the claimed invention. The scope of the invention is defined by the appended claims and equivalents thereof.
Claims (10)
1. The law consultation quick response system for the shared law institute is characterized by comprising a plurality of client sides and lawyer sides, wherein the client sides and the lawyer sides are installed in an intelligent terminal or interactive equipment in an APP mode and are connected through a background database, and the background database is used for transmitting information and prompts between the client sides and the lawyer sides, storing relevant information of the client and the lawyer, intelligently analyzing relevant information content and completing interaction between the client and the lawyer; the client is used for the client to select the type and the mode of legal consultation problems and communicate with lawyers; and the lawyer end is used for receiving the prompt sent by the background database by the lawyer to complete the butt joint work with the client.
2. The system of claim 1, wherein the system comprises: the background database specifically comprises an information receiving module, an information sending module, a data storage module, a retrieval screening module and a comprehensive management module, wherein the information receiving module and the information sending module are respectively used for receiving and sending information transmitted from a client and a lawyer end and providing voice, telephone and video communication functions; the data storage module is used for storing basic information and chat records of clients and lawyers; the retrieval screening module is used for retrieving lawyers in the corresponding legal field according to the consultation type selected by the client to realize accurate pushing; and the comprehensive management module is used for customer service staff to uniformly manage the background database information and the communication process between the client and the lawyer end.
3. The system of claim 1, wherein the system comprises: the client specifically comprises a transmission module, a positioning module, a consultation module, a message module and a timing module, wherein the transmission module is used for transmitting text, voice and picture information of a client about legal problems and receiving opinion feedback sent by lawyers, the positioning module is used for determining and uploading geographic coordinate positions of the client, the consultation module is used for the client to select consultation types and modes, the message module is used for the client and the lawyers to communicate with the legal problems and check historical messages, and the timing module is used for calculating communication time of the client and the lawyers.
4. The system of claim 1, wherein the system comprises: the lawyer end specifically comprises a transmission module, an order grabbing module and a question answering module, wherein the transmission module is used for transmitting question information provided by the client and the opinions of the lawyer, the order grabbing module is used for receiving the reminding sent by the background database and completing an order grabbing instruction, and the question answering module is used for answering the consultation questions proposed by the client and checking historical answers.
5. The legal consultation quick response method using the system for sharing law legal consultation quick response according to any one of claims 1 to 4, comprising the following steps:
1) the client selects a corresponding consultation type and a corresponding consultation mode in the client according to the legal problems encountered by the client;
2) after the client selects, the client sends the consultation type and mode information to the background database, and after the background database analyzes the information content, lawyers in the corresponding legal field are quickly screened according to lawyer team information stored in the internal database;
3) the background database pushes the order grabbing reminder to the lawyer end of each screened lawyer, and the lawyer receiving the order grabbing reminder quickly selects to receive an order and enters a consultation interface to communicate with the user; continuously pushing and reminding the background database until the number of lawyers receiving the order reaches the target requirement, and closing a pushing channel and an order receiving channel;
4) the client selects a lawyer who wants to consult in the order-receiving lawyer according to the self requirement, and carries out legal consultation process with the lawyer;
the method is characterized in that: in the step 3), the background database specifically performs the following steps when pushing the order grabbing reminder to the lawyer side:
initiating a first batch of order grabbing reminding pushing to a lawyer end of a screened lawyer by a background database, displaying an order grabbing page by the lawyer end receiving the order grabbing reminding, and displaying an order grabbing state in real time; a lawyer clicks a sheet grabbing button in a sheet grabbing page to pick up a sheet, the lawyer end sends a sheet grabbing instruction to a background database, and when the number of the sheet grabbing instructions reaches the target requirement, pushing is stopped;
and secondly, when the target requirements are not met for a period of time after the first batch of push is sent out, the background database initiates a second batch of order grabbing reminding push to lawyers of all on-duty lawyers until the number of order receiving instructions reaches the target requirements.
6. The legal consultancy quick response method according to claim 5, characterized in that: the lawyer team in the step 2) comprises an on-duty lawyer of the shared law platform and a big data lawyer of each law firm belonging to the shared law platform; the on-duty lawyers are uniformly managed by the sharing law platform, and are contacted with the clients at the first time when receiving the reminding, so that the clients can be responded during working time and non-working time when consulting; the big data lawyers select to register lawyers at the lawyers end of the platform of the shared law in each law, and the lawyers in the law can select to register according to self needs and work schedules.
7. The legal consultancy quick response method according to claim 5, characterized in that: in the step 2), the client sends the consultation type information and simultaneously sends the geographical position information of the area where the client is located to the background database, and the background database preferentially screens lawyers with close geographical positions and pushes the lawyers according to the geographical position information of the client.
8. The legal consultancy quick response method according to claim 5, characterized in that: in the step 3), the modes of pushing the order grabbing reminder to the lawyer end by the background database include information pushing and telephone pushing, and the specific pushing method comprises the following steps:
information push: the background database sends order grabbing information to the lawyer ends of all screened lawyers, the order grabbing information is displayed on a main interface of the lawyer ends, and message reminding is carried out in a vibration mode, a prompt tone mode and a popup window mode according to system settings of intelligent equipment installed on the lawyer ends APP;
telephone pushing: the background database selects a rated number of lawyers from the screened lawyers, wherein the lawyers include 1 on-duty lawyer, and the rest are selected randomly; dialing according to the mobile phone number in the uploaded information, and automatically playing the voice for prompting the order grabbing after connection.
9. The legal consultancy quick response method according to claim 5, characterized in that: and the consultation modes in the step 4) comprise a voice consultation mode, a video consultation mode and a picture and text consultation mode, and after entering a formal consultation link, the client uploads case information described by the client to a background database by using input equipment of an intelligent terminal installed on the client, and then the case information is transmitted to the lawyer end from the background database.
10. The legal consultancy quick response method according to claim 5, characterized in that: the legal consultation process in the step 4) is performed in a mode of combining free consultation and timing charging, and specifically comprises the following steps: after receiving the order, the lawyer sends a greeting message to the client, when the client replies the message, the client displays free consultation time and starts timing, and the client can freely ask questions to the lawyer in the free consultation time and provide information and materials in a selected consultation mode; when the free consultation time is timed out, the consultation process is suspended, the client is reminded and the charging standard of the subsequent charging consultation is displayed, and the client can choose to pay to continue consultation.
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| CN202110504088.0A Pending CN113190671A (en) | 2021-04-01 | 2021-05-10 | Intelligent on-duty system for legal problems of sharing law institute |
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| CN116385216A (en) * | 2023-04-11 | 2023-07-04 | 南北联合信息科技有限公司 | Intelligent civil case prediction system combining spoken language description and question answering |
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