WO2018201974A1 - 保险理赔互动方法、系统、服务器和存储介质 - Google Patents

保险理赔互动方法、系统、服务器和存储介质 Download PDF

Info

Publication number
WO2018201974A1
WO2018201974A1 PCT/CN2018/084746 CN2018084746W WO2018201974A1 WO 2018201974 A1 WO2018201974 A1 WO 2018201974A1 CN 2018084746 W CN2018084746 W CN 2018084746W WO 2018201974 A1 WO2018201974 A1 WO 2018201974A1
Authority
WO
WIPO (PCT)
Prior art keywords
customer service
terminal
client terminal
consulting
service terminal
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
Application number
PCT/CN2018/084746
Other languages
English (en)
French (fr)
Inventor
叶木旺
陈金良
林立辉
曾永理
刘泽圆
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Ping An Technology Shenzhen Co Ltd
Original Assignee
Ping An Technology Shenzhen Co Ltd
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Ping An Technology Shenzhen Co Ltd filed Critical Ping An Technology Shenzhen Co Ltd
Publication of WO2018201974A1 publication Critical patent/WO2018201974A1/zh
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

Links

Images

Classifications

    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • 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
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/08—Insurance
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1083—In-session procedures
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • 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
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • 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
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1069—Session establishment or de-establishment
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/12—Protocols specially adapted for proprietary or special-purpose networking environments, e.g. medical networks, sensor networks, networks in vehicles or remote metering networks

Definitions

  • the application relates to an insurance claim interaction method, system, server and storage medium.
  • an insurance claims interaction method system, server, and storage medium are provided.
  • An insurance claim interaction method including:
  • An insurance claims interactive system comprising:
  • a client terminal for obtaining a claim problem and generating a consultation request according to the claim problem
  • a server configured to receive a consulting request sent by the client terminal, generate a consulting task according to the claim problem carried in the consulting request, send the consulting task to a corresponding customer service terminal, and establish the client terminal and the customer service The connection between the terminals;
  • a customer service terminal configured to receive the consulting task, and return a corresponding question reply to the customer service terminal;
  • the client terminal is further configured to send the claim information to the customer service terminal according to the question reply; the customer service terminal is further configured to review the claim information; the client terminal generates the claim request by using the approved claim information, and the The claim is sent to the server; and the server performs a claim operation based on the approved claim information.
  • a server comprising a memory and one or more processors, the memory storing computer readable instructions, the computer readable instructions being executed by the processor, causing the one or more processors to perform the following step:
  • One or more non-transitory computer readable storage mediums storing computer readable instructions, when executed by one or more processors, cause one or more processors to perform the steps of:
  • FIG. 1 is an application environment diagram of an insurance claims interaction method in accordance with one or more embodiments
  • FIG. 2 is a flow chart of an insurance claims interaction method in accordance with one or more embodiments
  • FIG. 3 is a schematic structural diagram of an insurance claims interaction system according to one or more embodiments.
  • FIG. 4 is a block diagram showing the structure of a server in accordance with one or more embodiments.
  • the insurance claim interaction method provided in the embodiment of the present application can be applied to the application environment as shown in FIG.
  • the client terminal 102 establishes a connection with the server 104 via the network.
  • the customer service terminal 106 establishes a connection with the server 104 over the network.
  • the client terminal 102 can send a consultation request to the server 104.
  • the server 104 generates a consultation task based on the claims problem carried in the consultation request, and sends the consultation task to the corresponding customer service terminal 106.
  • Server 104 establishes a connection between client terminal 102 and customer service terminal 106. This allows interaction between the customer and the customer service staff.
  • the client terminal 102 and the customer service terminal 106 can interact by text, voice or video.
  • the customer service terminal 106 can return a question answer to the client terminal 102, which can include text and pictures, and the like.
  • the client terminal 102 can also send the claims information that needs to be submitted to the customer service terminal 106.
  • the customer service personnel can review the claim information and return the review opinions through the customer service terminal 106.
  • the client terminal 102 uploads the claim request to the server 104 through the claim information by using the audit.
  • the server 104 receives the claim request and performs a claim operation according to the claim information carried in the claim. Thanks to the assistance of the customer service staff, it can ensure that the customer's claim information submitted during the claim is accurate, and saves the server's audit verification work, so that the insurance claims can be completed quickly and effectively.
  • an insurance claim interaction method is provided, which is applied to the server as an example, and specifically includes the following steps:
  • Step 202 Receive a consultation request sent by the client terminal, and the claim request carries the claim problem.
  • Step 204 Generate a consulting task according to the claim problem, and send the consulting task to the corresponding customer service terminal.
  • the client terminal can send a request for consultation to the server.
  • the request for advice can include claims that the customer wants to know.
  • the customer can send a request for consultation to the server through the client terminal before the claim, or can send a request for consultation to the server through the client terminal during the claim.
  • the server After receiving the consulting request, the server generates a corresponding consulting task according to the claim problem carried in the consulting request, and sends the consulting task to the customer service terminal.
  • the customer service staff responds through the customer service terminal.
  • the server can assign consulting tasks to the corresponding customer service terminals in a variety of ways.
  • the step of sending the consulting task to the corresponding customer service terminal comprises: querying whether there is a historical claim problem sent by the client terminal; if yes, obtaining a customer service identifier that has responded to the historical claim problem, and consulting The task is sent to the customer service terminal corresponding to the customer service identifier that has been replied; otherwise, the customer service identifier with the least amount of the current consultation task is obtained, and the consulting task is sent to the customer service terminal corresponding to the customer service identifier with the least consultation task.
  • the server can store the claims and the problem responses submitted by the client terminal. If the client terminal has submitted a claim problem (the claim problem that has been submitted can also be called a historical claim problem), the server can query the corresponding customer ID, client terminal ID, claim problem content, question reply content, and customer service ID in the database. Wait. The customer service identification is also the customer service identification that has been replied. The server generates a consulting task according to the claim problem submitted by the client terminal, and sends the consulting task to the customer service terminal corresponding to the customer identifier that has responded. Since the customer's claim problem usually has a certain relevance, if the customer service staff has responded to the customer's claim problem, the customer service staff can quickly understand the customer's question and give the next time the customer asks the relevant claim problem. A valid reply. The same customer's consulting problem is handled by the same customer service staff, which can effectively avoid multiple repeated responses from different customer service personnel to the same customer. This can effectively help customers quickly understand the relevant content of insurance claims.
  • the server can currently consult the customer service identifier with the least amount of tasks, and send the consultation task to the customer service terminal corresponding to the customer service identifier with the least consultation task.
  • the step of sending the consulting task to the corresponding customer service terminal includes: identifying a type of the problem according to the consulting task; obtaining a customer service record table, where the customer service record includes the customer service identifier and the good at corresponding to the customer service identifier The type of the problem; query the customer service identification of the type of the problem in the customer service record table; send the consultation task to the customer service terminal corresponding to the customer service identification of the problem type.
  • the server In the face of massive claims, the server also sets a variety of problem types. Different customer service personnel are good at answering different types of questions.
  • the customer service record table is stored in the database.
  • the customer service record table includes the customer service identification and the types of questions that it is good at.
  • the preset keyword can be used to identify the type of the problem corresponding to the claim problem.
  • the server queries the customer service identifier that is good at the problem type in the customer service record table according to the type of the problem corresponding to the claim problem, and sends the corresponding consultation task to the customer service terminal corresponding to the customer service identifier of the problem type. This can effectively improve the efficiency of answering claims, so as to effectively help customers quickly and effectively understand the relevant content of insurance claims.
  • Step 206 Establish a connection between the client terminal and the customer service terminal, so that the client terminal receives the question reply returned by the customer service terminal, and sends the claim information to the customer service terminal according to the question reply, so that the customer service terminal reviews the claim information.
  • the server After the server sends the consulting task to the corresponding customer service terminal, the connection between the client terminal and the customer service terminal can be established, thereby enabling the customer and the customer service personnel to interact through the network.
  • the client terminal and the customer service terminal can interact in various forms such as text, voice, and/or video.
  • the customer service terminal can return a question reply to the client terminal according to the consulting task, and the question reply can include text and pictures.
  • the customer service terminal can also identify the complexity level of the consulting task. If the complexity level exceeds the preset level, the customer service terminal prompts. Complexity levels can be used to indicate the complexity of a consulting task. The higher the level of complexity, the higher the complexity and the more complex it is, and the more time it takes to answer customer questions. In order to solve the customer's questions as soon as possible and effectively improve the efficiency of the consultation, the customer service personnel can interact with the customer by means of telephone communication to the consulting task that prompts the complexity level to exceed the preset level.
  • the client terminal can re-initiate a request for consultation with the server. After receiving the consultation request, the server generates a corresponding consulting task, and sends the consulting task to the customer service terminal that previously interacted with the client terminal. This makes it easy to provide consulting services to customers from the same customer service.
  • the customer terminal can send a claim problem to the customer service terminal.
  • the claims issues sent by the client terminal include the claims process, the information required for claims, and so on.
  • the customer service terminal receives the claim problem, and the customer service personnel respond to the claim problem through the customer service terminal.
  • the client terminal returns the question reply to the client terminal. This makes it easy for customers to keep abreast of claims-related content.
  • the customer can input corresponding claim information to the client terminal according to the question reply, and the client terminal sends the claim information to the customer service terminal.
  • the customer service personnel can review the claims information sent by the client terminal and return the audit opinions through the customer service terminal. If the audit opinion indicates that the audit has not passed, the customer service terminal can also return the modification comments to guide the customer service to modify the claim information that needs to be submitted.
  • the claim information that needs to be submitted when the auto insurance claims are submitted includes the picture of the accident vehicle.
  • the customer can send the picture of the accident vehicle photographed to the customer service terminal, and the customer service personnel will review the picture of the accident vehicle. If the picture of the accident vehicle does not meet the requirements of the auto insurance claim, the customer service personnel return the audit opinion that has not passed the review through the customer service terminal, and the corresponding revise opinion. The customer can re-shoot the accident vehicle picture according to the modification opinion and send it to the customer service terminal again, until the prompt information of the approval passed by the customer service terminal is received.
  • Step 208 Receive a claim for claim submitted by the client terminal, where the claim request carries the claim information that has been reviewed by the customer service terminal.
  • Step 210 Perform a claim operation according to the approved claim information.
  • the client terminal can use the review to upload the claim request to the server through the claim information.
  • the server receives the claim request and performs a claim operation according to the claim information carried in the claim. Since the claim information is reviewed in advance by the customer service staff, it is possible to ensure that the claim information submitted by the customer at the time of claim settlement is accurate. The problem that the customer needs to submit multiple times due to the failure of the claim information is avoided, and the verification and verification work of the server is saved, and the claim efficiency can be effectively improved.
  • the server when the server receives the consultation request sent by the client terminal, the server may generate a consultation task according to the claim task carried in the consultation request, and send the consultation task to the corresponding customer service terminal.
  • the interaction between the customer and the customer service personnel can be facilitated.
  • the customer service staff can not only answer the customer's claim problem, but also review the claim information.
  • the client terminal submits the claim request to the server
  • the claim information carried in the claim is reviewed by the customer service personnel, thereby ensuring that the claim information is accurate and can save the server's audit verification work. Therefore, the intervention of the customer service staff can effectively assist the customer to complete the insurance claims quickly and effectively.
  • the method further includes: when the client terminal establishes a connection with the customer service terminal, monitoring the interaction between the client terminal and the customer service terminal; when the interaction between the client terminal and the customer service terminal ends, generating corresponding Monitor the record.
  • the server monitors the interaction process between the client and the agent.
  • a listener is run on the server, and the interaction between the client terminal and the client terminal is monitored through the listener.
  • the server can generate a corresponding listening serial number.
  • a corresponding monitoring record is generated.
  • the server stores the listener records in the database.
  • the interaction between the client terminal and the customer service terminal includes: text interaction, voice interaction, and video interaction.
  • the server gets a textual description of both parties.
  • the monitoring record generated by the server includes the customer identifier, the client terminal identifier, the customer service identifier, the client terminal identifier, the start time, the end time, the serial number, and the text descriptions of both parties.
  • the server intercepts the voice information of both parties.
  • the monitoring record generated by the server includes the customer identifier, the client terminal identifier, the customer service identifier, the client terminal identifier, the start time, the end time, the serial number, and the voice information of both parties.
  • the screen recording program can be run on the customer service terminal.
  • the screen recording program records the content displayed on the screen of the customer service terminal and the voice interaction between the customer and the customer.
  • the customer service terminal generates a corresponding screen recording file at the end of the video interaction, and uploads the screen recording file to the server.
  • the server generates a monitoring record according to the screen recording file, the customer identifier, the client terminal identifier, the customer service identifier, the client terminal identifier, the start time, the end time, and the serial number.
  • the server can also sample the monitoring record and analyze the sampled monitoring records to effectively supervise the service of the customer service personnel.
  • the server may sample the monitoring record according to a preset ratio.
  • the server may sample the textual interaction, the voice interaction, and the monitoring record of the video interaction according to different preset ratios.
  • the server obtains a text description corresponding to the customer service identifier, and identifies whether the text description includes a preset non-standard term, and if so, records the customer service identifier as the customer service to be verified.
  • the server sends the customer service record to be verified to the verification terminal.
  • the inspectors conduct corresponding assessments of customer service using non-standard terms.
  • the server For the sampled voice interaction monitoring record, the server identifies whether the customer service personnel use the non-standard terminology according to the voice information, and if so, records the customer service identity as the customer service to be verified. The server sends the customer service record to be verified to the verification terminal. The inspectors conduct corresponding assessments of customer service using non-standard terms.
  • the server sends the screen recording file carried in the monitoring record to the verification terminal, so that the verification personnel can check the screen recording file to supervise the customer service personnel.
  • the claim information includes an accident vehicle picture and an accident vehicle frame number; and the step of performing the claim operation according to the approved claim information includes: comparing the claim information with the preset rule; if the comparison is determined If the vehicle accident is a simple accident, identify the name of the damaged accessory in the picture of the accident vehicle; match the accessory identification of the accident vehicle according to the accident vehicle frame number and the damaged accessory name, and obtain the damaged accessory identification of the accident vehicle; The name of the part and the damaged part identification damage the accident vehicle.
  • the insurance claims include auto insurance claims.
  • the customer terminal can send the claim information required for the car insurance claim to the customer service terminal for review. If the review is passed, the client terminal can generate a claim request and send the claim to the server.
  • the claim information carried in the claim is the basic information of the accident vehicle, the picture of the accident vehicle, the cause of the accident, the place of the accident, whether it is out of danger or not.
  • the basic information of the accident vehicle includes the license vehicle license plate number and the accident vehicle frame number.
  • the server compares the claim information with the preset rule. If the vehicle accident is determined to be a simple accident after comparison, the name of the damaged accessory can be directly identified according to the image of the accident vehicle, and the damage is not required to be sent to the person to be determined.
  • the server receives the picture of the accident vehicle, identifies the image of the accident vehicle, identifies the damaged part of the vehicle, and locates the damaged part of the vehicle.
  • a large number of fixed loss pictures are stored in the database deployed on the server, and the damaged parts of the vehicle are located in the fixed loss picture, and the corresponding classification and accessory names are configured.
  • the server compares the damaged part of the located vehicle in the accident vehicle picture with the fixed loss picture in the database to identify the damaged accessory name.
  • the accessory identification corresponding to the accessory name of the vehicle with the different configuration of the same model may be different.
  • the server matches the accessory identification of the accident vehicle according to the damaged accessory name and the accident vehicle frame number, and obtains the damaged accessory identification of the accident vehicle.
  • the server queries the damaged accessory for the damage price based on the damaged accessory identification.
  • the server calculates the damage cost for the accident vehicle using the name of the damaged component, the damaged component identification, and the damage price of the damaged component, thereby completing the automatic loss. In the whole process, it is not necessary to send a fixed loss person to make a loss, and it is not necessary to review and verify the claim information again, which effectively improves the loss efficiency.
  • an insurance claims interaction system including: a client terminal 302, a server 304, and a customer service terminal 306, wherein:
  • the client terminal 302 is configured to acquire a claim problem and generate a consultation request according to the claim problem.
  • the server 304 is configured to receive the consultation request sent by the client terminal 302, generate a consultation task according to the claim problem carried in the consultation request, send the consultation task to the corresponding customer service terminal 306, and establish a connection between the client terminal 302 and the customer service terminal 306. .
  • the customer service terminal 306 is configured to receive the consulting task and return a corresponding question response to the customer service terminal 302.
  • the client terminal 302 is further configured to send the claim information to the customer service terminal 306 according to the question reply; the customer service terminal 306 is further configured to review the claim information; the client terminal 302 generates the claim request by using the approved claim information, and sends the claim request to the server. 304; the server 304 performs a claim operation according to the claims information that has passed the audit.
  • the server 304 is further configured to query whether there is a historical claim problem sent by the client terminal 302; if yes, obtain a customer service identifier that has responded to the historical claim problem, and send the consulting task to the customer service identifier that has responded The corresponding customer service terminal 306; otherwise, the customer service identifier with the least amount of the current consultation task is obtained, and the consulting task is sent to the customer service terminal 306 corresponding to the customer service identifier with the least consultation task.
  • the server 304 is further configured to identify a type of the problem according to the consulting task; and obtain a customer service record table, where the customer service record table includes a customer service identifier and a question type that is good at the customer service identifier; and the customer service record table is queried.
  • the consultation task is sent to the customer service terminal 306 corresponding to the customer service identification of the problem type.
  • the server 304 is further configured to monitor the interaction between the client terminal 302 and the customer service terminal 306 when the client terminal 302 establishes a connection with the customer service terminal 306; when the client terminal 302 interacts with the customer service terminal 306 At the end, the corresponding listener record is generated.
  • the claim information includes an accident vehicle picture and an accident vehicle frame number; the server 304 is further configured to compare the claim information with a preset rule; if the comparison determines that the vehicle accident is a simple accident, identifying the accident vehicle The name of the damaged accessory in the picture; matching the accessory identification of the accident vehicle according to the accident vehicle frame number and the damaged accessory name, obtaining the damaged accessory identification of the accident vehicle; identifying the accident vehicle according to the damaged accessory name and the damaged accessory identification Make a loss.
  • a server including a processor coupled via a system bus, memory, computer readable instructions stored on the memory and executable on the processor, a network interface As well as databases and so on.
  • the processor is used to provide calculation and control capabilities.
  • the memory of the server includes a non-volatile storage medium and an internal memory.
  • the non-volatile storage medium stores an operating system, computer readable instructions, and a database.
  • the internal memory provides an environment for operation of an operating system and computer readable instructions in a non-volatile storage medium.
  • the non-volatile storage medium can be a non-transitory computer readable storage medium.
  • An insurance claims interaction method can be implemented when the processor executes computer readable instructions.
  • the network interface is used to communicate with external client terminals or fixed loss terminals via a network connection.
  • the customer service record table and the monitor record are stored in the database.
  • the server can be implemented as a standalone server or a server cluster consisting of multiple servers. It will be understood by those skilled in the art that the structure shown in FIG. 4 is only a block diagram of a part of the structure related to the solution of the present application, and does not constitute a limitation on the server to which the solution of the present application is applied.
  • the specific server may include a ratio. More or fewer components are shown in the figures, or some components are combined, or have different component arrangements.
  • a server comprising a memory and one or more processors having stored therein computer readable instructions that, when executed by a processor, cause one or more processors to perform the above The steps in the various method embodiments.
  • non-volatile storage media having computer readable instructions that, when executed by one or more processors, cause one or more processors to perform each of The steps in the method embodiments.
  • Non-volatile memory can include read only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM), or flash memory.
  • Volatile memory can include random access memory (RAM) or external cache memory.
  • RAM is available in a variety of formats, such as static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), double data rate SDRAM (DDRSDRAM), enhanced SDRAM (ESDRAM), synchronization chain.
  • SRAM static RAM
  • DRAM dynamic RAM
  • SDRAM synchronous DRAM
  • DDRSDRAM double data rate SDRAM
  • ESDRAM enhanced SDRAM
  • Synchlink DRAM SLDRAM
  • Memory Bus Radbus
  • RDRAM Direct RAM
  • DRAM Direct Memory Bus Dynamic RAM
  • RDRAM Memory Bus Dynamic RAM

Landscapes

  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • General Business, Economics & Management (AREA)
  • Signal Processing (AREA)
  • Strategic Management (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Accounting & Taxation (AREA)
  • Theoretical Computer Science (AREA)
  • Economics (AREA)
  • General Physics & Mathematics (AREA)
  • Physics & Mathematics (AREA)
  • Marketing (AREA)
  • Finance (AREA)
  • Multimedia (AREA)
  • Human Resources & Organizations (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Development Economics (AREA)
  • Health & Medical Sciences (AREA)
  • Medical Informatics (AREA)
  • General Health & Medical Sciences (AREA)
  • Computing Systems (AREA)
  • Operations Research (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Data Mining & Analysis (AREA)
  • Technology Law (AREA)
  • Financial Or Insurance-Related Operations Such As Payment And Settlement (AREA)

Abstract

一种保险理赔互动方法，包括：接收客户终端发送的咨询请求，咨询请求中携带了理赔问题；根据理赔问题生成咨询任务，将咨询任务发送至对应的客服终端；建立客户终端与客服终端之间的连接，使得客户终端接收客服终端返回的问题答复，根据问题答复向客服终端发送理赔信息，使得客服终端对理赔信息进行审核；接收客户终端提交的理赔请求，理赔请求中携带了已通过客服终端审核的理赔信息；根据已通过审核的理赔信息进行理赔操作。

Description

保险理赔互动方法、系统、服务器和存储介质
本申请要求于2017年5月5日提交中国专利局，申请号为2017103139255，申请名称为“保险理赔互动方法和系统”的中国专利申请的优先权，其全部内容通过引用结合在本申请中。
技术领域
本申请涉及一种保险理赔互动方法、系统、服务器和存储介质。
背景技术
保险作为一种保证机制已经融入到了人们的生活中。保险的种类日趋繁多，保险的理赔条款也是各不相同。当客户申请理赔时，可能会遇到各种各样的问题，由此导致理赔效率较低。如何协助客户快速有效的完成理赔成为目前需要解决的一个技术问题。
发明内容
根据本申请公开的各种实施例，提供一种保险理赔互动方法、系统、服务器和存储介质。
一种保险理赔互动方法，包括：
接收客户终端发送的咨询请求，所述咨询请求中携带了理赔问题；
根据所述理赔问题生成咨询任务，将所述咨询任务发送至对应的客服终端；
建立所述客户终端与所述客服终端之间的连接，使得所述客户终端接收客服终端返回的问题答复，根据问题答复向客服终端发送理赔信息，使得客服终端对所述理赔信息进行审核；
接收所述客户终端提交的理赔请求，所述理赔请求中携带了已通过客服终端审核的理赔信息；及
根据已通过审核的理赔信息进行理赔操作。
一种保险理赔互动系统，包括：
客户终端，用于获取理赔问题，根据理赔问题生成咨询请求；
服务器，用于接收所述客户终端发送的咨询请求，根据所述咨询请求中携带的理赔问题生成咨询任务，将所述咨询任务发送至对应的客服终端，并且建立所述客户终端与所述客服终端之间的连接；
客服终端，用于接收所述咨询任务，向所述客服终端返回对应的问题答复；
所述客户终端还用于根据问题答复向客服终端发送理赔信息；所述客服终端还用于对所述理赔信息进行审核；所述客户终端利用已通过审核的理赔信息生成理赔请求，并将所述理赔请求发送至服务器；及所述服务器根据已通过审核的理赔信息进行理赔操作。
一种服务器，包括存储器和一个或多个处理器，所述存储器中储存有计算机可读指令，所述计算机可读指令被所述处理器执行时，使得所述一个或多个处理器执行以下步骤：
接收客户终端发送的咨询请求，所述咨询请求中携带了理赔问题；
根据所述理赔问题生成咨询任务，将所述咨询任务发送至对应的客服终端；
建立所述客户终端与所述客服终端之间的连接，使得所述客户终端接收客服终端返回的问题答复，根据问题答复向客服终端发送理赔信息，使得客服终端对所述理赔信息进行审核；
接收所述客户终端提交的理赔请求，所述理赔请求中携带了已通过客服终端审核的理赔信息；及
根据已通过审核的理赔信息进行理赔操作。
一个或多个存储有计算机可读指令的非易失性计算机可读存储介质，计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行以下步骤：
接收客户终端发送的咨询请求，所述咨询请求中携带了理赔问题；
根据所述理赔问题生成咨询任务，将所述咨询任务发送至对应的客服终端；
建立所述客户终端与所述客服终端之间的连接，使得所述客户终端接收客服终端返回的问题答复，根据问题答复向客服终端发送理赔信息，使得客服终端对所述理赔信息进行审核；
接收所述客户终端提交的理赔请求，所述理赔请求中携带了已通过客服终端审核的理赔信息；及
根据已通过审核的理赔信息进行理赔操作。
本申请的一个或多个实施例的细节在下面的附图和描述中提出。本申请的其它特征和优点将从说明书、附图以及权利要求书变得明显。
附图说明
为了更清楚地说明本申请实施例中的技术方案，下面将对实施例中所需要使用的附图作简单地介绍，显而易见地，下面描述中的附图仅仅是本申请的一些实施例，对于本领域普通技术人员来讲，在不付出创造性劳动的前提下，还可以根据这些附图获得其它的附图。
图1为根据一个或多个实施例中保险理赔互动方法的应用环境图；
图2为根据一个或多个实施例中保险理赔互动方法的流程图；
图3为根据一个或多个实施例中保险理赔互动系统的结构示意图；
图4为根据一个或多个实施例中服务器的结构示意图。
具体实施方式
为了使本申请的目的、技术方案及优点更加清楚明白，以下结合附图及实施例，对本申请进行进一步详细说明。应当理解，此处描述的具体实施例仅仅用以解释本申请，并不用于限定本申请。
本申请实施例中所提供的保险理赔互动方法可以应用于如图1的应用环 境中。其中，客户终端102通过网络与服务器104建立连接。客服终端106通过网络与服务器104建立连接。当客户存在保险理赔方面的疑问时，可以通过客户终端102向服务器104发送咨询请求。服务器104根据咨询请求中携带的理赔问题生成咨询任务，并且将咨询任务发送至相应的客服终端106。服务器104建立客户终端102与客服终端106之间的连接。由此使得客户与客服人员之间能够进行互动。客户终端102与客服终端106之间可以通过文字、语音或视频等进行互动。客服终端106可以向客户终端102返回问题答复，问题答复可以包括文字和图片等。客户终端102还可以将需要递交的理赔信息发送至客服终端106。客服人员可以对理赔信息进行审核，并通过客服终端106返回审核意见。理赔信息审核通过之后，客户终端102利用审核通过理赔信息向服务器104上传理赔请求。服务器104接收理赔请求，根据理赔请求中携带的理赔信息进行理赔操作。由于客服人员的协助，能够确保客户在理赔时所递交的理赔信息准确无误，而且节省了服务器的审核校验工作，从而能够快速有效的完成保险理赔。
在一个实施例中，如图2所示，提供了一种保险理赔互动方法，以该方法应用于服务器为例进行说明，具体包括以下步骤：
步骤202，接收客户终端发送的咨询请求，咨询请求中携带了理赔问题。
步骤204，根据理赔问题生成咨询任务，将咨询任务发送至对应的客服终端。
当客户在保险理赔方面存在疑问时，可以通过客户终端向服务器发送咨询请求。咨询请求中可以包括客户想要了解的理赔问题。客户可以在理赔之前通过客户终端向服务器发送咨询请求，也可以在理赔时通过客户终端向服务器发送咨询请求。服务器在接收到咨询请求后，会根据咨询请求中携带的理赔问题生成相应的咨询任务，将咨询任务发送至客服终端。由客服人员通过客服终端进行答复。服务器可以通过多种方式将咨询任务分配至相应的客服终端。
在其中一个实施例中，将咨询任务发送至对应的客服终端的步骤，包括： 查询是否存在客户终端发送的历史理赔问题；若存在，则获取对历史理赔问题进行过答复的客服标识，将咨询任务发送至进行过答复的客服标识所对应的客服终端；否则，获取当前咨询任务量最少的客服标识，将咨询任务发送至当前咨询任务量最少的客服标识所对应的客服终端。
服务器可以对客户终端提交的理赔问题以及问题答复相应的进行存储。如果客户终端曾经提交过理赔问题(曾经提交过的理赔问题也可以称为历史理赔问题)，服务器可以在数据库中查询到相应的客户标识、客户终端标识、理赔问题内容、问题答复内容以及客服标识等。该客服标识也就是进行过答复的客服标识。服务器根据客户终端本次提交的理赔问题生成咨询任务，将咨询任务发送至进行过答复的客户标识所对应的客服终端。由于客户的理赔问题通常具有一定的关联性，如果客服人员对客户的理赔问题进行过答复，下次该客户再提出相关的理赔问题时，该客服人员可以较快的了解客户的疑问，并给出有效答复。将同一个客户的咨询问题交由同一个客服人员来处理，能够有效避免不同客服人员对同一客户进行多次重复性答复。从而能够有效协助客户快速了解保险理赔的相关内容。
如果是客户第一提交理赔问题，为了能够及时对客户进行答复，服务器可以当前咨询任务量最少的客服标识，将咨询任务发送至当前咨询任务量最少的客服标识所对应的客服终端。
在其中一个实施例中，将咨询任务发送至对应的客服终端的步骤，包括：识别根据咨询任务对应的问题类型；获取客服记录表，客服记录表中包括客服标识和与该客服标识对应的擅长的问题类型；在客服记录表中查询到擅长问题类型的客服标识；将咨询任务发送至擅长问题类型的客服标识对应的客服终端。
面对海量的理赔问题，服务器还以设置多种问题类型。不同的客服人员擅长答复的问题类型可以不同。数据库中存储了客服记录表。客服记录表中包括客服标识及其擅长的问题类型。当服务器接收到客户提交的理赔问题时，可以利用预先设置的关键字来识别该理赔问题所对应的问题类型。服务器根 据理赔问题所对应的问题类型在客服记录表中查询到擅长该问题类型的客服标识，将相应的咨询任务发送至擅长该问题类型的客服标识对应的客服终端。由此能够有效提高理赔问题答复效率，从而能够有效协助客户快速有效的了解保险理赔的相关内容。
步骤206，建立客户终端与客服终端之间的连接，使得客户终端接收客服终端返回的问题答复，根据问题答复向客服终端发送理赔信息，使得客服终端对理赔信息进行审核。
服务器将咨询任务发送至相应的客服终端之后，可以建立客户终端与客服终端之间的连接，由此使得客户与客服人员之间能够通过网络进行互动。客户终端与客服终端之间可以通过文字、语音和/或视频等多种形式进行互动。客服终端根据咨询任务可以向客户终端返回问题答复，问题答复可以包括文字和图片等。
进一步的，客服终端接收服务器发送的咨询任务之后，还可以识别咨询任务的复杂级别。若复杂级别超过预设级别，则客服终端进行提示。复杂级别可以用来表示咨询任务的复杂程度。复杂级别越高，则表示复杂程度越高，复杂程度越高，答复客户疑问所花费的时间就越多。为了能够尽快解决客户的疑问，有效提高咨询效率，客服人员可以对提示其复杂级别超过预设级别的咨询任务采用电话沟通的方式与客户进行互动。
如果在客户终端与客服终端交互的过程中，出现异常导致交互中断。客户终端可以重新向服务器发起咨询请求。服务器在接收到该咨询请求之后，生成相应的咨询任务，将咨询任务发送至之前与客户终端进行交互的客服终端。由此能够方便由同一客服为客户提供咨询服务。
当客户在理赔过程中进行咨询时，可以通过客户终端向客服终端发送理赔问题。客户终端发送的理赔问题包括理赔流程、理赔所需信息等内容。客服终端接收理赔问题，客服人员通过客服终端对理赔问题进行答复。客户终端将问题答复返回至客户终端。由此可以方便客户及时了解与理赔相关的内容。客户可以根据问题答复向客户终端输入相应的理赔信息，客户终端将理 赔信息发送至客服终端。客服人员可以对客户终端发送的理赔信息进行审核，并通过客服终端返回审核意见。如果审核意见表示审核未通过，客服终端还可以返回修改意见，以此指导客服对需要递交的理赔信息进行修改。
以车险理赔为例，车险理赔时需要递交的理赔信息包括事故车辆图片。客户可以将拍摄的事故车辆图片发送至客服终端，客服人员对事故车辆图片进行审核，如果该事故车辆图片不符合车险理赔要求，则客服人员通过客服终端返回审核未通过的审核意见，以及相应的修改意见。客户可以根据修改意见重新拍摄事故车辆图片并再次发送至客服终端，直至接收到客服终端返回的审核通过的提示信息。
步骤208，接收客户终端提交的理赔请求，理赔请求中携带了已通过客服终端审核的理赔信息。
步骤210，根据已通过审核的理赔信息进行理赔操作。
理赔信息被审核通过之后，客户终端可以利用审核通过理赔信息向服务器上传理赔请求。服务器接收理赔请求，根据理赔请求中携带的理赔信息进行理赔操作。由于理赔信息通过客服人员事先进行了审核，由此能够确保客户在理赔时所递交的理赔信息准确无误。避免了因理赔信息不合格而导致客户需要多次递交的问题，而且节省了服务器的审核校验工作，能够有效提高理赔效率。
本实施例中，当服务器接收到客户终端发送的咨询请求时，可以根据咨询请求中携带的理赔任务生成咨询任务，并且将咨询任务发送至对应的客服终端。通过建立客户终端与客服终端之间的连接，由此能够方便客户与客服人员之间的交互。在双方交互的过程中，客服人员不仅可以对客户的理赔问题进行答复，还可以对理赔信息进行审核。当客户终端向服务器提交理赔请求时，由于理赔请求中携带的理赔信息通过客服人员审核的，由此能够确保理赔信息准确无误，并且能够节省服务器的审核校验工作。因此，通过客服人员的介入能够有效协助客户快速有效的完成保险理赔。
应该理解的是，虽然图2的流程图中的各个步骤按照箭头的指示依次显 示，但是这些步骤并不是必然按照箭头指示的顺序依次执行。除非本文中有明确的说明，这些步骤的执行并没有严格的顺序限制，这些步骤可以以其它的顺序执行。而且，图2中的至少一部分步骤可以包括多个子步骤或者多个阶段，这些子步骤或者阶段并不必然是在同一时刻执行完成，而是可以在不同的时刻执行，这些子步骤或者阶段的执行顺序也不必然是依次进行，而是可以与其它步骤或者其它步骤的子步骤或者阶段的至少一部分轮流或者交替地执行。
在一个实施例中，该方法还包括：在客户终端与客服终端建立连接时，对客户终端与客服终端之间的交互进行监听；当客户终端与客服终端之间的交互结束时，生成相应的监听记录。
本实施例中，为了确保客服人员的服务质量，服务器对客户与坐席人员之间的交互过程进行监听。服务器上运行了监听程序，通过监听程序对客户终端与客服终端之间的交互进行监听。在客户终端与客服终端建立连接后，服务器可以生成相应的监听流水号。当客户终端与客服终端之间的交互结束时，生成相应的监听记录。服务器将监听记录存入数据库。
客户终端与客服终端之间的交互包括：文字交互、语音交互以及视频交互等。对于文字交互，服务器获取双方的文字描述。当客户终端与客服终端之间的结束时，服务器生成的监听记录包括客户标识、客户终端标识、客服标识、客户终端标识、开始时间、结束时间、流水号以及双方的文字描述等。
对于语音交互，服务器截取双方的语音信息。当客户终端与客服终端之间的结束时，服务器生成的监听记录包括客户标识、客户终端标识、客服标识、客户终端标识、开始时间、结束时间、流水号以及双方的语音信息等。
对于视频交互，客服终端上可以运行屏幕录制程序。当客服终端的屏幕上显示客服与客户双方的视频交互时，屏幕录制程序会对客服终端的屏幕上所显示的内容以及客户与客户之间的语音交互进行录制。客服终端在视频交互结束时生成相应的录屏文件，并且将录屏文件上传至服务器。服务器根据录屏文件、客户标识、客户终端标识、客服标识、客户终端标识、开始时间、 结束时间以及流水号等生成监听记录。
进一步的，服务器还可以对监听记录进行抽样，对抽样得到的监听记录进行分析，以此对客服人员的服务进行有效监督。具体的，服务器可以按照预设比例对监听记录进行抽样。其中，服务器可以按照不同的预设比例分别对文字交互、语音交互以及视频交互的监听记录进行抽样。对于抽样得到的文字交互的监听记录，服务器获取客服标识对应的文字描述，识别该文字描述中是否包括预设的不规范用语，若是，则将客服标识记录为待核查客服。服务器将待核查客服记录发送至核查终端。核查人员对使用不规范用语的客服进行相应的考核。
对于抽样得到的语音交互的监听记录，服务器根据语音信息识别客服人员是否使用了不规范用语，若是，则将客服标识记录为待核查客服。服务器将待核查客服记录发送至核查终端。核查人员对使用不规范用语的客服进行相应的考核。
对于抽样得到的视频交互的监听记录，服务器将监听记录中携带的录屏文件发送至核查终端，以便核查人员对录屏文件进行核查，以便对客服人员进行监督。
在一个实施例中，理赔信息包括事故车辆图片和事故车辆车架号；根据已通过审核的理赔信息进行理赔操作的步骤，包括：将理赔信息与预设规则进行比对；若经过比对确定车辆事故为简单事故，则识别事故车辆图片中的受损配件名称；根据事故车辆车架号与受损配件名称对事故车辆的配件标识进行匹配，得到事故车辆的受损配件标识；根据受损配件名称和受损配件标识对事故车辆进行定损。
本实施例中，保险理赔包括车险理赔。客户进行车险理赔时，可以通过客户终端将车险理赔所需的理赔信息发送至客服终端进行审核。若审核通过，客户终端可以生成理赔请求，并且将理赔请求发送至服务器。理赔请求中所携带的理赔信息包括事故车辆基本信息、事故车辆图片、出险原因、出险地点、是否异地出险等。其中，事故车辆基本信息包括事故车辆车牌号和事故 车辆车架号。服务器将理赔信息与预设规则进行比对，如果经过比对确定车辆事故为简单事故，则可以根据事故车辆图片直接识别受损配件名称，不需要再外派定损人员前去定损。
服务器接收事故车辆图片，对事故车辆图片进行识别，识别出车辆受损部位，对车辆受损部位进行定位。服务器上部署的数据库中存储了海量的定损图片，定损图片中对车辆受损部位已定位，并配置了相应的分类和配件名称。服务器将事故车辆图片中的已定位的车辆受损部位与数据库中的定损图片进行比对，识别出受损配件名称。同一车型不同配置的车辆的配件名称对应的配件标识可能会不同。为了能够有效避免由于车辆配置不同而造成的配件标识选择错误，服务器根据受损配件名称和事故车辆车架号对事故车辆的配件标识进行匹配，得到事故车辆的受损配件标识。服务器根据受损配件标识查询受损配件定损价格。服务器利用受损配件名称、受损配件标识以及受损配件定损价格对事故车辆计算定损费用，由此完成自动定损。在整个过程中，不需要派出定损人员进行定损，而且不需要对理赔信息再次进行审核校验，有效提高了定损效率。
在一个实施例中，如图3所示，提供了一种保险理赔互动系统，包括：客户终端302、服务器304和客服终端306，其中：
客户终端302，用于获取理赔问题，根据理赔问题生成咨询请求。
服务器304，用于接收客户终端302发送的咨询请求，根据咨询请求中携带的理赔问题生成咨询任务，将咨询任务发送至对应的客服终端306，并且建立客户终端302与客服终端306之间的连接。
客服终端306，用于接收咨询任务，向客服终端302返回对应的问题答复。
客户终端302还用于根据问题答复向客服终端306发送理赔信息；客服终端306还用于对理赔信息进行审核；客户终端302利用已通过审核的理赔信息生成理赔请求，并将理赔请求发送至服务器304；服务器304根据已通过审核的理赔信息进行理赔操作。
在一个实施例中，服务器304还用于查询是否存在客户终端302发送的历史理赔问题；若存在，则获取对历史理赔问题进行过答复的客服标识，将咨询任务发送至进行过答复的客服标识所对应的客服终端306；否则，获取当前咨询任务量最少的客服标识，将咨询任务发送至当前咨询任务量最少的客服标识所对应的客服终端306。
在一个实施例中，服务器304还用于识别根据咨询任务对应的问题类型；获取客服记录表，客服记录表中包括客服标识和与该客服标识对应的擅长的问题类型；在客服记录表中查询到擅长问题类型的客服标识；将咨询任务发送至擅长问题类型的客服标识对应的客服终端306。
在一个实施例中，服务器304还用于在客户终端302与客服终端306建立连接时，对客户终端302与客服终端306之间的交互进行监听；当客户终端302与客服终端306之间的交互结束时，生成相应的监听记录。
在一个实施例中，理赔信息包括事故车辆图片和事故车辆车架号；服务器304还用于将理赔信息与预设规则进行比对；若经过比对确定车辆事故为简单事故，则识别事故车辆图片中的受损配件名称；根据事故车辆车架号与受损配件名称对事故车辆的配件标识进行匹配，得到事故车辆的受损配件标识；根据受损配件名称和受损配件标识对事故车辆进行定损。
在一个实施例中，提供了一种服务器，如图4所示，该服务器包括通过系统总线连接的处理器、存储器、存储在存储器上并可在处理器上运行的计算机可读指令、网络接口以及数据库等。其中，处理器用于提供计算和控制能力。该服务器的存储器包括非易失性存储介质、内存储器。该非易失性存储介质存储有操作系统、计算机可读指令和数据库。该内存储器为非易失性存储介质中的操作系统和计算机可读指令的运行提供环境。非易失性存储介质可以是非易失性计算机可读存储介质。处理器执行计算机可读指令时可以实现一种保险理赔互动方法。网络接口用于据以与外部的客户终端或定损终端通过网络连接通信。数据库中存储了客服记录表和监听记录等。该服务器可以用独立的服务器或者是多个服务器组成的服务器集群来实现。本领域技 术人员可以理解，图4中示出的结构，仅仅是与本申请方案相关的部分结构的框图，并不构成对本申请方案所应用于其上的服务器的限定，具体的服务器可以包括比图中所示更多或更少的部件，或者组合某些部件，或者具有不同的部件布置。
在一个实施例中，提供了一种服务器，包括存储器和一个或多个处理器，存储器中储存有计算机可读指令，计算机可读指令被处理器执行时，使得一个或多个处理器执行上述各个方法实施例中的步骤。
在一个实施例中，提供了一个或多个存储有计算机可读指令的非易失性存储介质，计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行上述各个方法实施例中的步骤。
本领域普通技术人员可以理解实现上述实施例方法中的全部或部分流程，是可以通过计算机可读指令来指令相关的硬件来完成，所述的计算机可读指令可存储于一非易失性计算机可读取存储介质中，该计算机可读指令在执行时，可包括如上述各方法的实施例的流程。其中，本申请所提供的各实施例中所使用的对存储器、存储、数据库或其它介质的任何引用，均可包括非易失性和/或易失性存储器。非易失性存储器可包括只读存储器(ROM)、可编程ROM(PROM)、电可编程ROM(EPROM)、电可擦除可编程ROM(EEPROM)或闪存。易失性存储器可包括随机存取存储器(RAM)或者外部高速缓冲存储器。作为说明而非局限，RAM以多种形式可得，诸如静态RAM(SRAM)、动态RAM(DRAM)、同步DRAM(SDRAM)、双数据率SDRAM(DDRSDRAM)、增强型SDRAM(ESDRAM)、同步链路(Synchlink)DRAM(SLDRAM)、存储器总线(Rambus)直接RAM(RDRAM)、直接存储器总线动态RAM(DRDRAM)、以及存储器总线动态RAM(RDRAM)等。
以上所述实施例的各技术特征可以进行任意的组合，为使描述简洁，未对上述实施例中的各个技术特征所有可能的组合都进行描述，然而，只要这些技术特征的组合不存在矛盾，都应当认为是本说明书记载的范围。
以上所述实施例仅表达了本申请的几种实施方式，其描述较为具体和详细，但并不能因此而理解为对发明专利范围的限制。应当指出的是，对于本领域的普通技术人员来说，在不脱离本申请构思的前提下，还可以做出若干变形和改进，这些都属于本申请的保护范围。因此，本申请专利的保护范围应以所附权利要求为准。

Claims (20)

  1. 一种保险理赔互动方法，包括：
    接收客户终端发送的咨询请求，所述咨询请求中携带了理赔问题；
    根据所述理赔问题生成咨询任务，将所述咨询任务发送至对应的客服终端；
    建立所述客户终端与所述客服终端之间的连接，使得所述客户终端接收客服终端返回的问题答复，根据问题答复向客服终端发送理赔信息，使得客服终端对所述理赔信息进行审核；
    接收所述客户终端提交的理赔请求，所述理赔请求中携带了已通过客服终端审核的理赔信息；及
    根据已通过审核的理赔信息进行理赔操作。
  2. 根据权利要求1所述的方法，其特征在于，所述将所述咨询任务发送至对应的客服终端包括：
    查询是否存在所述客户终端发送的历史理赔问题；
    若存在，则获取对所述历史理赔问题进行过答复的客服标识，将所述咨询任务发送至进行过答复的客服标识所对应的客服终端；及
    否则，获取当前咨询任务量最少的客服标识，将所述咨询任务发送至当前咨询任务量最少的客服标识所对应的客服终端。
  3. 根据权利要求1所述的方法，其特征在于，所述将所述咨询任务发送至对应的客服终端包括：
    识别根据所述咨询任务对应的问题类型；
    获取客服记录表，所述客服记录表中包括客服标识和与该客服标识对应的擅长的问题类型；
    在所述客服记录表中查询到擅长所述问题类型的客服标识；及
    将所述咨询任务发送至擅长所述问题类型的客服标识对应的客服终端。
  4. 根据权利要求1所述的方法，其特征在于，所述方法还包括：
    在所述客户终端与客服终端建立连接时，对所述客户终端与所述客服终 端之间的交互进行监听；及
    当所述客户终端与所述客服终端之间的交互结束时，生成相应的监听记录。
  5. 根据权利要求1所述的方法，其特征在于，所述理赔信息包括事故车辆图片和事故车辆车架号；所述根据已通过审核的理赔信息进行理赔操作包括：
    将所述理赔信息与预设规则进行比对；
    若经过比对确定车辆事故为简单事故，则识别所述事故车辆图片中的受损配件名称；
    根据所述事故车辆车架号与受损配件名称对事故车辆的配件标识进行匹配，得到事故车辆的受损配件标识；及
    根据所述受损配件名称和受损配件标识对事故车辆进行定损。
  6. 一种保险理赔互动系统，包括：
    客户终端，用于获取理赔问题，根据理赔问题生成咨询请求；
    服务器，用于接收所述客户终端发送的咨询请求，根据所述咨询请求中携带的理赔问题生成咨询任务，将所述咨询任务发送至对应的客服终端，并且建立所述客户终端与所述客服终端之间的连接；
    客服终端，用于接收所述咨询任务，向所述客服终端返回对应的问题答复；
    所述客户终端还用于根据问题答复向客服终端发送理赔信息；所述客服终端还用于对所述理赔信息进行审核；所述客户终端利用已通过审核的理赔信息生成理赔请求，并将所述理赔请求发送至服务器；所述服务器根据已通过审核的理赔信息进行理赔操作。
  7. 根据权利要求6所述的系统，其特征在于，所述服务器还用于查询是否存在所述客户终端发送的历史理赔问题；若存在，则获取对所述历史理赔问题进行过答复的客服标识，将所述咨询任务发送至进行过答复的客服标识所对应的客服终端；否则，获取当前咨询任务量最少的客服标识，将所述咨 询任务发送至当前咨询任务量最少的客服标识所对应的客服终端。
  8. 根据权利要求6所述的系统，其特征在于，所述服务器还用于识别根据所述咨询任务对应的问题类型；获取客服记录表，所述客服记录表中包括客服标识和与该客服标识对应的擅长的问题类型；在所述客服记录表中查询到擅长所述问题类型的客服标识；将所述咨询任务发送至擅长所述问题类型的客服标识对应的客服终端。
  9. 根据权利要求6所述的系统，其特征在于，所述服务器还用于在所述客户终端与客服终端建立连接时，对所述客户终端与所述客服终端之间的交互进行监听；当所述客户终端与所述客服终端之间的交互结束时，生成相应的监听记录。
  10. 根据权利要求6所述的系统，其特征在于，所述理赔信息包括事故车辆图片和事故车辆车架号；所述服务器还用于将所述理赔信息与预设规则进行比对；若经过比对确定车辆事故为简单事故，则识别所述事故车辆图片中的受损配件名称；根据所述事故车辆车架号与受损配件名称对事故车辆的配件标识进行匹配，得到事故车辆的受损配件标识；根据所述受损配件名称和受损配件标识对事故车辆进行定损。
  11. 一种服务器，包括存储器和一个或多个处理器，存储器中储存有计算机可读指令，计算机可读指令被处理器执行时，使得一个或多个处理器执行以下步骤：
    接收客户终端发送的咨询请求，所述咨询请求中携带了理赔问题；
    根据所述理赔问题生成咨询任务，将所述咨询任务发送至对应的客服终端；
    建立所述客户终端与所述客服终端之间的连接，使得所述客户终端接收客服终端返回的问题答复，根据问题答复向客服终端发送理赔信息，使得客服终端对所述理赔信息进行审核；
    接收所述客户终端提交的理赔请求，所述理赔请求中携带了已通过客服终端审核的理赔信息；及
    根据已通过审核的理赔信息进行理赔操作。
  12. 根据权利要求11所述的服务器，其特征在于，所述计算机可读指令被处理器执行时，使得一个或多个处理器还执行以下步骤：
    查询是否存在所述客户终端发送的历史理赔问题；
    若存在，则获取对所述历史理赔问题进行过答复的客服标识，将所述咨询任务发送至进行过答复的客服标识所对应的客服终端；及
    否则，获取当前咨询任务量最少的客服标识，将所述咨询任务发送至当前咨询任务量最少的客服标识所对应的客服终端。
  13. 根据权利要求11所述的服务器，其特征在于，所述计算机可读指令被处理器执行时，使得一个或多个处理器还执行以下步骤：
    识别根据所述咨询任务对应的问题类型；
    获取客服记录表，所述客服记录表中包括客服标识和与该客服标识对应的擅长的问题类型；
    在所述客服记录表中查询到擅长所述问题类型的客服标识；及
    将所述咨询任务发送至擅长所述问题类型的客服标识对应的客服终端。
  14. 根据权利要求11所述的服务器，其特征在于，所述计算机可读指令被处理器执行时，使得一个或多个处理器还执行以下步骤：
    在所述客户终端与客服终端建立连接时，对所述客户终端与所述客服终端之间的交互进行监听；及
    当所述客户终端与所述客服终端之间的交互结束时，生成相应的监听记录。
  15. 根据权利要求11所述的服务器，其特征在于，所述理赔信息包括事故车辆图片和事故车辆车架号；所述计算机可读指令被处理器执行时，使得一个或多个处理器还执行以下步骤：
    将所述理赔信息与预设规则进行比对；
    若经过比对确定车辆事故为简单事故，则识别所述事故车辆图片中的受损配件名称；
    根据所述事故车辆车架号与受损配件名称对事故车辆的配件标识进行匹配，得到事故车辆的受损配件标识；及
    根据所述受损配件名称和受损配件标识对事故车辆进行定损。
  16. 一个或多个存储有计算机可读指令的非易失性存储介质，计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行以下步骤：
    接收客户终端发送的咨询请求，所述咨询请求中携带了理赔问题；
    根据所述理赔问题生成咨询任务，将所述咨询任务发送至对应的客服终端；
    建立所述客户终端与所述客服终端之间的连接，使得所述客户终端接收客服终端返回的问题答复，根据问题答复向客服终端发送理赔信息，使得客服终端对所述理赔信息进行审核；
    接收所述客户终端提交的理赔请求，所述理赔请求中携带了已通过客服终端审核的理赔信息；及
    根据已通过审核的理赔信息进行理赔操作。
  17. 根据权利要求16所述的存储介质，其特征在于，所述计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器还执行以下步骤：
    查询是否存在所述客户终端发送的历史理赔问题；
    若存在，则获取对所述历史理赔问题进行过答复的客服标识，将所述咨询任务发送至进行过答复的客服标识所对应的客服终端；及
    否则，获取当前咨询任务量最少的客服标识，将所述咨询任务发送至当前咨询任务量最少的客服标识所对应的客服终端。
  18. 根据权利要求16所述的存储介质，其特征在于，所述计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器还执行以下步骤：
    识别根据所述咨询任务对应的问题类型；
    获取客服记录表，所述客服记录表中包括客服标识和与该客服标识对应的擅长的问题类型；
    在所述客服记录表中查询到擅长所述问题类型的客服标识；及
    将所述咨询任务发送至擅长所述问题类型的客服标识对应的客服终端。
  19. 根据权利要求16所述的存储介质，其特征在于，所述计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器还执行以下步骤：
    在所述客户终端与客服终端建立连接时，对所述客户终端与所述客服终端之间的交互进行监听；及
    当所述客户终端与所述客服终端之间的交互结束时，生成相应的监听记录。
  20. 根据权利要求16所述的存储介质，其特征在于，所述理赔信息包括事故车辆图片和事故车辆车架号；所述计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器还执行以下步骤：
    将所述理赔信息与预设规则进行比对；
    若经过比对确定车辆事故为简单事故，则识别所述事故车辆图片中的受损配件名称；
    根据所述事故车辆车架号与受损配件名称对事故车辆的配件标识进行匹配，得到事故车辆的受损配件标识；及
    根据所述受损配件名称和受损配件标识对事故车辆进行定损。
PCT/CN2018/084746 2017-05-05 2018-04-27 保险理赔互动方法、系统、服务器和存储介质 Ceased WO2018201974A1 (zh)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN201710313925.5A CN107784593B (zh) 2017-05-05 2017-05-05 保险理赔互动方法和系统
CN201710313925.5 2017-05-05

Publications (1)

Publication Number Publication Date
WO2018201974A1 true WO2018201974A1 (zh) 2018-11-08

Family

ID=61437862

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/CN2018/084746 Ceased WO2018201974A1 (zh) 2017-05-05 2018-04-27 保险理赔互动方法、系统、服务器和存储介质

Country Status (2)

Country Link
CN (1) CN107784593B (zh)
WO (1) WO2018201974A1 (zh)

Cited By (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN109857750A (zh) * 2019-01-17 2019-06-07 深圳壹账通智能科技有限公司 保险理赔决策方法、装置、计算机设备及存储介质
CN113723969A (zh) * 2021-08-20 2021-11-30 上海东普信息科技有限公司 物品理赔处理方法、装置、设备及存储介质
CN113724036A (zh) * 2021-07-29 2021-11-30 阿里巴巴（中国）有限公司 提供问题咨询服务的方法及电子设备
CN114092120A (zh) * 2021-12-01 2022-02-25 广州品唯软件有限公司 一种赔付定责方法、装置、设备及可读存储介质
CN115022396A (zh) * 2022-06-07 2022-09-06 支付宝(杭州)信息技术有限公司 内容推送方法、装置和服务器

Families Citing this family (10)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN107784593B (zh) * 2017-05-05 2021-03-30 平安科技（深圳）有限公司 保险理赔互动方法和系统
CN108268995B (zh) * 2017-10-31 2021-02-26 平安科技（深圳）有限公司 保单问题件处理方法、装置、计算机设备及可读存储介质
CN108876639A (zh) * 2018-07-06 2018-11-23 北京精友世纪软件技术有限公司 一种车险移动视频查勘系统
CN110943905B (zh) * 2018-09-25 2022-04-29 阿里巴巴集团控股有限公司 电子邮件处理方法、装置及设备
CN109544206B (zh) * 2018-10-16 2024-07-05 平安国际融资租赁有限公司 商机处理方法、装置、计算机设备和存储介质
CN109858724B (zh) * 2018-11-08 2024-04-09 中国平安财产保险股份有限公司 基于数据分析的智能派工方法、装置以及计算机设备
CN109978699A (zh) * 2019-03-22 2019-07-05 中国平安财产保险股份有限公司 保单生成方法、装置、计算机设备和存储介质
CN111047336A (zh) * 2019-12-24 2020-04-21 太平金融科技服务（上海）有限公司 用户标签推送、用户标签展示方法、装置和计算机设备
CN112182192A (zh) * 2020-10-16 2021-01-05 衡阳携创信息服务有限公司 一种基于微信小程序的客服服务系统
CN113869739A (zh) * 2021-09-29 2021-12-31 联想(北京)有限公司 一种业务数据处理方法、装置及电子设备

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN106453531A (zh) * 2016-09-28 2017-02-22 山东浪潮商用系统有限公司 一种自助办税的方法、自助办税终端和自助办税系统
CN106600425A (zh) * 2016-12-22 2017-04-26 安徽保腾网络科技有限公司 用于车险的查勘调度方法
CN107784593A (zh) * 2017-05-05 2018-03-09 平安科技（深圳）有限公司 保险理赔互动方法和系统

Family Cites Families (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
KR20140047543A (ko) * 2012-10-12 2014-04-22 와이엠디(주) 휴대단말기의 위치정보에 기반한 보험감시 및 결제중개 시스템, 및 그 방법
CN103870927A (zh) * 2014-03-06 2014-06-18 重庆思建科技有限公司 基于智能手机和obd设备的车辆事故报险系统及方法
CN105847376A (zh) * 2016-04-11 2016-08-10 深圳市永兴元科技有限公司 车险查勘系统及方法
CN105956667B (zh) * 2016-04-14 2018-09-25 平安科技（深圳）有限公司 车险定损理赔审核方法及系统
CN106296118A (zh) * 2016-08-03 2017-01-04 深圳市永兴元科技有限公司 基于图像识别的车辆定损方法及装置
CN106355505A (zh) * 2016-08-17 2017-01-25 深圳市永兴元科技有限公司 保险理赔方法及其系统

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN106453531A (zh) * 2016-09-28 2017-02-22 山东浪潮商用系统有限公司 一种自助办税的方法、自助办税终端和自助办税系统
CN106600425A (zh) * 2016-12-22 2017-04-26 安徽保腾网络科技有限公司 用于车险的查勘调度方法
CN107784593A (zh) * 2017-05-05 2018-03-09 平安科技（深圳）有限公司 保险理赔互动方法和系统

Cited By (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN109857750A (zh) * 2019-01-17 2019-06-07 深圳壹账通智能科技有限公司 保险理赔决策方法、装置、计算机设备及存储介质
CN113724036A (zh) * 2021-07-29 2021-11-30 阿里巴巴（中国）有限公司 提供问题咨询服务的方法及电子设备
CN113723969A (zh) * 2021-08-20 2021-11-30 上海东普信息科技有限公司 物品理赔处理方法、装置、设备及存储介质
CN114092120A (zh) * 2021-12-01 2022-02-25 广州品唯软件有限公司 一种赔付定责方法、装置、设备及可读存储介质
CN115022396A (zh) * 2022-06-07 2022-09-06 支付宝(杭州)信息技术有限公司 内容推送方法、装置和服务器

Also Published As

Publication number Publication date
CN107784593B (zh) 2021-03-30
CN107784593A (zh) 2018-03-09

Similar Documents

Publication Publication Date Title
WO2018201974A1 (zh) 保险理赔互动方法、系统、服务器和存储介质
CN109711655B (zh) 双录质检方法、装置、设备及计算机可读存储介质
WO2019019750A1 (zh) 年金管理系统、方法、服务器和存储介质
WO2018188503A1 (zh) 车辆定损配件匹配方法和系统
WO2018184539A1 (zh) 车险理赔数据分析方法和系统
WO2019019744A1 (zh) 理赔流程识别方法、装置、服务器和存储介质
WO2020253122A1 (zh) 数据核对方法、装置、计算机设备和存储介质
CN110764998B (zh) 基于Django框架的数据比对方法、装置、设备及存储介质
CA2832989C (en) System and method for automating insurance quotation processes
CN110276458A (zh) 车辆故障的处理方法、装置、存储介质及电子装置
CN105760976A (zh) 一种业务校验方法和系统
CN108074104A (zh) 一种客服处理方法及服务端和客户端
US20250045075A1 (en) Dynamic communication sessions within data systems
CN110138715A (zh) 实名认证方法、装置、计算机设备及存储介质
CN111008273A (zh) 智能服务系统驱动方法、装置、设备及可读存储介质
CN111382252A (zh) 基于用户请求的问题类别确定方法、装置、设备及介质
WO2019019748A1 (zh) 年金业务处理方法、系统、服务器和存储介质
CN110059002A (zh) 测试数据的生成方法、测试设备、存储介质及装置
CN110310127B (zh) 录音获取方法、装置、计算机设备及存储介质
US11281564B2 (en) Method and system for generating key performance indicators (KPIs) for software based on debugging information
CN118394642A (zh) 验证方法及装置
WO2019019741A1 (zh) 医疗服务预约方法、装置、存储介质和计算机设备
CN110298543B (zh) 业务跟踪方法、装置、计算机设备及存储介质
CN113869576B (zh) 订单处理方法、装置、设备及存储介质
CN114091424B (zh) 外呼数据处理的方法、外呼平台及计算机可读存储介质

Legal Events

Date Code Title Description
121 Ep: the epo has been informed by wipo that ep was designated in this application

Ref document number: 18794268

Country of ref document: EP

Kind code of ref document: A1

NENP Non-entry into the national phase

Ref country code: DE

32PN Ep: public notification in the ep bulletin as address of the adressee cannot be established

Free format text: NOTING OF LOSS OF RIGHTS PURSUANT TO RULE 112(1) EPC (EPO FORM 1205A DATED 12.03.2020)

122 Ep: pct application non-entry in european phase

Ref document number: 18794268

Country of ref document: EP

Kind code of ref document: A1