WO2019205291A1 - Procédé et appareil de surveillance en temps réel de ventes d'assurances, dispositif, et support de stockage - Google Patents

Procédé et appareil de surveillance en temps réel de ventes d'assurances, dispositif, et support de stockage Download PDF

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Publication number
WO2019205291A1
WO2019205291A1 PCT/CN2018/094414 CN2018094414W WO2019205291A1 WO 2019205291 A1 WO2019205291 A1 WO 2019205291A1 CN 2018094414 W CN2018094414 W CN 2018094414W WO 2019205291 A1 WO2019205291 A1 WO 2019205291A1
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WIPO (PCT)
Prior art keywords
record
voice
voice information
client terminal
client
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PCT/CN2018/094414
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English (en)
Chinese (zh)
Inventor
蔡灵敏
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平安科技（深圳）有限公司
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Publication of WO2019205291A1 publication Critical patent/WO2019205291A1/fr

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR 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
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G06Q10/06393—Score-carding, benchmarking or key performance indicator [KPI] analysis
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR 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
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42221—Conversation recording systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing

Definitions

  • the present application relates to the technical field of financial product sales, and in particular, to a method, device, device and storage medium for real-time monitoring of insurance sales.
  • agents use remote sales to complete business consulting or achieve business sales, occupying an increasing proportion.
  • the agent will manually record the business data; although it is aimed at different customers and different businesses, there will be a large number of duplicate or similar conversations in each sales process; if each sale is repeated Recording, this will waste the seat time; it will also delay the sales statistics time, affecting the real-time performance of the sales monitoring process, can not reflect the sales situation in real time, affecting the judgment and timely adjustment of the sales strategy.
  • the purpose of the application is to provide a real-time monitoring method, device, device and storage medium for insurance sales, which realizes automatic recording of sales information during the sales process, and facilitates the management to timely judge and adjust the sales strategy.
  • a real-time monitoring method for insurance sales includes the following steps:
  • the preset voice information is played to the client terminal
  • agent client corresponding to the service type is connected according to the service type selected by the client terminal based on the preset voice information, and the service table is sent to the agent client;
  • An insurance sales real-time monitoring device wherein the insurance sales real-time monitoring device comprises:
  • a voice playing module configured to play preset voice information to the client terminal when the client terminal is connected to the call
  • the agent selection module is configured to: connect, according to the service type selected by the client terminal based on the preset voice information, an agent client corresponding to the service type, and send a service form to the agent client;
  • a voice conversion module configured to acquire a voice call record between the agent client and the client terminal, convert the voice call record into a text record, and perform content filling on the service form based on the text record, To get the target business form;
  • the sales performance module is configured to generate a list of indicators according to the target business form, and generate a sales performance file to report to the monitoring end according to the indicator list.
  • a terminal device comprising a memory, a processor, and computer readable instructions stored in the memory and operative on the processor, the processor implementing the computer readable instructions to:
  • the preset voice information is played to the client terminal
  • agent client corresponding to the service type is connected according to the service type selected by the client terminal based on the preset voice information, and the service table is sent to the agent client;
  • One or more non-volatile readable storage media storing computer readable storage medium storing computer readable instructions, when executed by one or more processors, Having the one or more processors perform the following steps:
  • the preset voice information is played to the client terminal
  • agent client corresponding to the service type is connected according to the service type selected by the client terminal based on the preset voice information, and the service table is sent to the agent client;
  • FIG. 1 is a schematic diagram of an application environment of a real-time monitoring method for insurance sales according to an embodiment of the present application
  • FIG. 2 is a flowchart of a method for real-time monitoring of insurance sales according to an embodiment of the present application
  • step S10 is a specific flowchart of step S10 in a method for real-time monitoring of insurance sales according to an embodiment of the present application
  • FIG. 4 is a flowchart of a method for real-time monitoring of insurance sales according to another embodiment of the present application.
  • FIG. 5 is a flowchart of steps S33 and S34 in a method for real-time monitoring of insurance sales according to another embodiment of the present application;
  • step S40 is a specific flowchart of step S40 in a method for real-time monitoring of insurance sales according to another embodiment of the present application;
  • FIG. 7 is a schematic structural diagram of an insurance sales real-time monitoring apparatus according to another embodiment of the present application.
  • FIG. 8 is a schematic structural diagram of an insurance sales real-time monitoring apparatus according to another embodiment of the present application.
  • FIG. 9 is a schematic structural diagram of a sales performance module according to another embodiment of the present application.
  • FIG. 10 is a schematic structural diagram of a terminal device according to another embodiment of the present application.
  • the real-time monitoring method for insurance sales provided by the present application can be applied in the application environment as shown in FIG. 1, wherein the computer device/terminal device/mobile phone/seatphone communicates with the server through the network.
  • the computer device/terminal device/mobile phone/landphone can be, but is not limited to, various personal computers, notebook computers, smart phones, tablets, and portable wearable devices.
  • the server can be implemented with a stand-alone server or a server cluster consisting of multiple servers.
  • the server plays the preset voice information to the client terminal.
  • the server connects the agent client corresponding to the service type according to the service type selected by the client terminal based on the preset voice information, and sends the service table to the agent client.
  • the server obtains a voice call record between the agent client and the client terminal, converts the voice call record into a text record, and fills the content of the business form based on the text record to obtain the target business form.
  • the server generates a list of indicators according to the target business form, and generates a sales performance file according to the indicator list and reports it to the monitoring terminal. Realize the automatic recording of sales information in the sales process, reduce the delay time of sales statistics, and reflect the sales situation to the management personnel in real time, which is conducive to the management's judgment and timely adjustment of the sales strategy.
  • the embodiment of the present application provides a real-time monitoring method for insurance sales
  • the real-time monitoring method for insurance sales includes:
  • Step S10 When the client terminal incoming call is turned on, the preset voice information is played to the client terminal.
  • step S10 when it is detected that the customer calls the sales hotline through the customer terminal such as the mobile phone or the landline, the server automatically connects the customer phone, and provides the customer with the classified service selection information in a manner of playing the voice, so that the customer selects The type of business required.
  • the preset voice information includes first voice information and second voice information; the first voice information is used to describe a language type and corresponding The second voice information is used to describe the service type and its corresponding digital button; and the preset voice information is played to the client terminal, including:
  • Step S11 playing the first voice information to the client terminal to accept a voice type selection instruction returned by the client terminal according to the first voice information, and the voice type selection instruction is triggered by the digital button.
  • step S11 when the customer makes a call, the server automatically connects the phone and broadcasts the preset welcome voice; then broadcasts the voice selection.
  • the server broadcasts the voice as follows: 1 for English, 2 for English, and 2 for Cantonese. 3.
  • Step S12 When receiving the voice type selection instruction, selecting the language type corresponding to the digital button to play the second voice information.
  • step S12 the server broadcasts the voice prompt selection according to the digital button 1 selected by the customer, and the voice broadcast by the server is as follows: please press 1 for the car insurance, 2 for the life insurance, and the business module corresponding to the car insurance according to the 1 selected by the customer. 1. Traffic insurance; 2. Commercial liability insurance; 3. Third-party commercial liability insurance. Among them, it may also include setting options such as returning to the previous level, ending or timeout reselection.
  • the preset voice information is played to the client, and the voice information of the client is received, and the voice of the client is identified to obtain the service type selected by the client.
  • the voice of the server broadcast is as follows: 1 for Mandarin, 2 for English, 3 for Cantonese; please answer your choice with voice.
  • the server broadcasts the voice as follows: car insurance, please answer 1, life insurance, please answer 2, according to the customer's voice response, select 1, broadcast car insurance corresponding business module 1, traffic insurance 2, commercial liability insurance; 3, third-party commercial liability insurance and other business types; that is, customers can use voice to complete business selection when they can not use manual buttons to facilitate customer use.
  • the insurance type and its corresponding number button are played in the language corresponding to the selected number button, thereby realizing the self-selection service for the customer.
  • Language and business types reduce manual links and improve service quality and work efficiency.
  • step S20 the agent client corresponding to the service type is connected according to the service type selected by the client terminal based on the preset voice information, and the service table is sent to the agent client.
  • step S20 because the agent clients corresponding to different service types are different, and the information to be recorded is different, the server selects a service table corresponding to the service type selected by the client according to the service type selected by the client, and sends the service table to the corresponding agent.
  • the client displays a business form for the agent to inquire, review and record the customer's information during the communication with the customer. For example, when the customer chooses to pay the type of strong insurance business, the computer client of the strong insurance business agent displays the strong insurance business form, including: name, mobile phone number, ID number, address, license plate number, car purchase time, insurance type, insurance period, amount
  • the agent can communicate with the customer according to the items in the form.
  • Step S30 Acquire a voice call record between the agent client and the client terminal, convert the voice call record into a text record, and perform content filling on the service form based on the text record to obtain a target.
  • Business form
  • step S30 the voice communication process of the agent and the client is recorded, the converted text is recorded, the voice is divided into one frame and one frame, each frame is recognized as a state, and the state is combined into a phoneme, and the phoneme is combined. Synthesize words and convert them into text data, and then use the NLP library to parse the text data, and obtain the amount, age, region, and remark information related to the call process and the business form, and match the customer information in the business form. Automatically populated into the business table.
  • the recording of the conversation between the client and the agent is as follows:
  • the voice call record After converting the above-mentioned voice call record into a text record, it matches the content that needs to be recorded in each record item in the business form, and automatically fills the target content into the corresponding record item of the business record table, such as city (Shenzhen), address ( Block D, No. 15, Bagua Road, Luohu District, and insurance (cross-border insurance), etc., to obtain the target business form.
  • city Shenzhen
  • address Block D, No. 15, Bagua Road, Luohu District
  • insurance cross-border insurance
  • Step S40 Generate a list of indicators according to the target business table, and generate a sales performance file to report to the monitoring terminal according to the indicator list.
  • step S40 according to the business table records of each agent in S30, the indicator records of each agent are analyzed and counted to form a list of indicators; for example, the type of insurance selected by each agent on the same day, and the qualification of each agent on the same day.
  • the total amount of money, or the type of insurance selected by all agents on the same day summarizes the sales performance of all agents of the organization on the same day, generates sales performance data chart files, stores them to a dedicated address, and obtains each seat.
  • the terminal of the department's management personnel can report to the management personnel by sending e-mails, SMS messages, etc. to the monitoring terminal of the manager's smartphone, computer, etc., and the management personnel can directly view the sales performance data chart file in the mail or SMS. You can also view the sales performance by accessing the chart file stored in the private address.
  • the embodiment of the present application provides a real-time monitoring method for insurance sales.
  • the preset voice information is played to the client terminal; and according to the service type selected by the client terminal based on the preset voice information, the service type corresponding to the service type is connected.
  • the method before obtaining the voice call record of the agent and the customer voice interaction process, the method further includes:
  • Step S50 Create a keyword library according to the item information in the business table.
  • the keyword is a language vocabulary in which the content of the recorded item is closely related, and a project keyword library is created for the recorded item in each business form interface to retrieve the voice matching the recorded item keyword by identifying the recorded item keyword.
  • Call text record content For example, for the record item "city” in the business table, the keyword library established according to language habits includes: “city” and the existing set of city names; for the record item "address” in the business table, established according to language habits The keyword library includes: “Address”, “Zone”, “Road”, “Seat”, “Number” and a collection of existing address names.
  • step S30 the voice call record is converted into a text record, and content filling is performed on the service form based on the text record, including:
  • Step S31 Convert the voice call record into a text record, and match the text record with a keyword in the keyword library to obtain text content corresponding to the item information from the text record. .
  • step S31 after converting the voice call record into a text record, it is searched in the text record whether there is a voice call text record content matching the record item keyword, and the target content may be selected according to a preset rule, and the The target content is automatically populated into the corresponding record item of the transaction record table; for example, for the record item "city” in the business table, a keyword library established according to language habits: "city” and an existing set of city names; for the business form The record item “address”, the established keyword library: “address”, "zone”, “road”, “seat”, “number” and existing address name collection, when retrieved in the transcript After the keyword matches the content, the rule for selecting the target content is: "After searching for some keywords of the city record item, the city name field after the keyword is selected", "after retrieving the part of the address record item keyword, the key is selected. The address name field after the word.”
  • Step S32 Fill the text content into the business table to obtain a target business table.
  • step S32 according to the target content selected in step S31, the selected content is automatically correspondingly filled into the corresponding record item of the business record table, for example, city (Shenzhen), address (D Block, No. 15, Bagua Road, Luohu District); Get the target business form.
  • city Shenzhen
  • address D Block, No. 15, Bagua Road, Luohu District
  • the embodiment of the present application establishes a keyword library according to the item information in the business table; converts the voice call record into a text record, and fills the content of the business form based on the text record, including: converting the voice call record into a text record, and the text
  • the record is matched with the keyword in the keyword library to obtain the text content corresponding to the item information from the text record; the text content is filled into the business form to obtain the target business form, and more accurately from the text record Recording the acquisition of project content, making the content of the recorded items automatically populated into the business table more accurate, reducing the workload of the agent and improving the work efficiency.
  • the text content is filled into the business table to obtain the target business table, and further includes:
  • Step S33 Set an item column in the target business table to an editable state to provide an editing environment to the agent client;
  • step S33 the content in the business form interface is automatically filled. Since the sound file is inevitably inaccurate or incomplete when the sound file is converted into the text record in the previous step, the padding area corresponding to the record item is editable. Status so that the agent can modify or supplement the contents of the recorded project to ensure the accuracy of the business information.
  • step S33 setting an item column in the target business table to an editable state includes:
  • the padding area corresponding to the record item is made editable, and the recording corresponding to the record item is set to the playable state.
  • the speech recognition process needs to use a speech model, and the language model is trained using a large amount of text.
  • the recognized word is not detected in the speech recognition library or the recognition rate of the speech is lower than a preset value
  • the padding area corresponding to the record item is in an editable state, and the user is prompted to edit and modify the identified content to obtain an accurate business form content.
  • Step S34 When receiving the save instruction sent by the agent client, save the target service table.
  • step S34 after the agent modifies or supplements the content of the recorded item, after confirming the accuracy of the business information, the save button is clicked to save the content of the recorded item modified or supplemented in the target business form.
  • the embodiment of the present application provides an editing environment to the agent client by setting an item column in the target business table to an editable state, and saves the target business table when receiving a save instruction sent by the agent client.
  • the modification and supplement of the contents of the recorded project is realized to make up for the inaccurate or incomplete situation when converting the sound file into the written record, so that the content of the recorded item is more accurate.
  • step S40 As an implementation of the step S40, please refer to FIG. 6 , generate a list of indicators according to the service table, and generate a sales performance file to report to the monitoring terminal according to the indicator list, including:
  • Step S41 Generate a list of indicators according to the target business table, where the indicator list includes an agent number, a number of customers, a type of insurance, and a completion amount.
  • step S41 according to the indicator grouping selection box, an indicator for monitoring different agents needs to be set. Since the client and the individual ability faced by the agent are different, different monitoring indicators can be set for the agent, and in addition, different time limits can be set for the indicator list. In the different time periods of the working day, the content of the filled in the business table can be counted according to the agent number, and the number of customers, the type of insurance, and the amount of completion of the business completed by each agent can be made into a list of indicators to understand the business completion.
  • Step S42 Compare the completed amount in the indicator list with a preset standard amount.
  • the preset standard amount is the workload that each agent should complete during the unit working time.
  • the completed amount is compared with the preset standard amount, and a column chart can also be formed.
  • Step S43 If the completion amount in the indicator list is less than the preset standard amount, the agent number is reported.
  • step S43 if the agent does not reach the workload that should be completed in the unit time, the number of the corresponding agent will be reported to the management personnel in the sales performance data chart; the management can be sent to the management personnel by sending emails, short message information, etc.
  • the staff can report the sales performance data chart file directly in the mail or SMS, or visit the chart file stored in the private address to check the sales performance.
  • An embodiment of the present application generates a list of indicators according to the service form, where the indicator list includes an agent number, a number of customers, a type of insurance, and a completion amount, and compares the completed amount in the indicator list with a preset standard amount, and The agent number of the indicator is reported and reported, so that the management personnel can understand the business problem in time, understand the quality of the work of the agent and the reasons for not completing the work task, solve the problem in time or adjust the agent work index.
  • the insurance sales real-time monitoring device 40 includes:
  • the voice playing module 401 is configured to play preset voice information to the client terminal when the client terminal is connected to the call;
  • the agent selection module 402 is configured to: connect the agent client corresponding to the service type according to the service type selected by the client terminal based on the preset voice information, and send a service form to the agent client;
  • the voice conversion module 403 is configured to acquire a voice call record between the agent client and the client terminal, convert the voice call record into a text record, and perform content filling on the service table based on the text record. To get the target business form;
  • the sales performance module 404 is configured to generate a list of indicators according to the target business form, and generate a sales performance file to report to the monitoring end according to the indicator list.
  • the insurance sales real-time monitoring device further includes:
  • the keyword library module 405, as shown in FIG. 8, is configured to establish a keyword library according to the item information in the business table.
  • the sales performance module 404 includes:
  • the indicator list generating module 4041 is configured to generate an indicator list according to the target service table, where the indicator list includes an agent number, a number of customers, a type of insurance, and a completion amount;
  • a comparison module 4042 configured to compare the completed amount in the indicator list with a preset standard amount
  • the reporting module 4043 is configured to: if the completion amount in the indicator list is less than the preset standard amount, report the agent number to generate a metric list according to the target service table, where the indicator list includes an agent number, a client Quantity, type of insurance and amount of completion.
  • Another embodiment of the present application provides one or more non-volatile readable storage media storing computer readable instructions stored on a non-volatile readable storage medium storing computer readable instructions
  • the computer readable instructions are implemented by one or more processors to implement the insurance sales real-time monitoring method in the above embodiments. To avoid repetition, details are not described herein again.
  • the computer readable instructions are executed by one or more processors, the functions of the modules/units in the insurance sales real-time monitoring device in the above embodiments are implemented. To avoid repetition, details are not described herein again.
  • non-volatile readable storage media storing computer readable instructions may comprise: any entity or device capable of carrying the computer readable instructions, a recording medium, a USB flash drive, a mobile hard drive, a magnetic Discs, optical discs, computer memories, Read-Only Memory (ROM), Random Access Memory (RAM), electrical carrier signals, and telecommunications signals.
  • FIG. 10 is a schematic diagram of a terminal device in this embodiment.
  • the terminal device 6 includes a processor 60, a memory 61, and computer readable instructions 62 stored in the memory 61 and executable on the processor 60.
  • the processor 60 executes the computer readable instructions 62 to implement the various steps of the insurance sales real-time monitoring method of the above-described embodiments, such as steps S10, S20, S30, and S40 shown in FIG.
  • steps S10, S20, S30, and S40 shown in FIG.
  • the processor 60 executes the computer readable instructions 62, the functions of the modules/units of the insurance sales real-time monitoring device in the above embodiments are implemented.

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Abstract

L'invention concerne un procédé et appareil de surveillance en temps réel de ventes d'assurances, un dispositif, et un support de stockage. Le procédé de surveillance en temps réel de ventes d'assurances comporte les étapes consistant: lorsqu'un appel entrant d'un terminal client est connecté, à lire des informations vocales préétablies pour le terminal client (S10); à connecter, selon un type de service sélectionné par le terminal client sur la base des informations vocales préétablies, un client d'agent correspondant au type de service, et à envoyer une table de service au client d'agent (S20); à obtenir un enregistrement d'appel vocal entre le client d'agent et le terminal client, à convertir l'enregistrement d'appel vocal en un enregistrement de mots, et à effectuer un remplissage de contenu sur la table de service sur la base de l'enregistrement de mots pour obtenir une table de service cible (S30); et à générer une liste d'indices d'après la table de service cible, à générer un fichier de performances de ventes d'après la liste d'indices, et à signaler celui-ci à un terminal de surveillance (S40). L'enregistrement automatique d'informations de ventes dans un processus de vente est réalisé, de sorte que le temps de retard des statistiques de ventes est raccourci; la situation des ventes peut être renvoyée à un personnel administratif en temps réel, de sorte que le personnel administratif peut déterminer et ajuster opportunément une stratégie de ventes.
PCT/CN2018/094414 2018-04-28 2018-07-04 Procédé et appareil de surveillance en temps réel de ventes d'assurances, dispositif, et support de stockage WO2019205291A1 (fr)

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CN201810398777.6A CN108764649B (zh) 2018-04-28 2018-04-28 保险销售实时监控方法、装置、设备及存储介质

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