CN112365189A - Case distribution method and device - Google Patents
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Abstract
The embodiment of the specification provides a case distribution method and a case distribution device, wherein the case distribution method comprises the steps of receiving a case to be processed and obtaining a hierarchical label of the case to be processed; determining an object grade corresponding to the hierarchical label of the case to be processed according to a mapping relation between a preset hierarchical label and the object grade; determining case processing objects based on the corresponding object grades, and distributing the cases to be processed to the case processing objects.
Description
Technical Field
The embodiment of the specification relates to the technical field of computers, in particular to a case allocation method. One or more embodiments of the present specification also relate to a case distribution apparatus, a computing device, and a computer-readable storage medium.
Background
At present, when the claim case operation is carried out, the audit personnel of the case claim check are outsourcing and self-operation, the case audit capability of the self-operation audit personnel is obviously better than that of the outsourcing audit personnel, the capability and the adequacy of the audit personnel are different, and the audit complexity of the claim case is also greatly different, so that in the case audit process of the claim case operation, the case return rate caused by inaccurate case audit conclusion is very high, and the user experience is very poor.
It is therefore desirable to provide a case allocation method that solves the above-mentioned problems.
Disclosure of Invention
In view of the above, the embodiments of the present disclosure provide a case distribution method. One or more embodiments of the present disclosure are directed to a case distribution apparatus, a computing device, and a computer-readable storage medium, which solve the technical problems of the prior art.
According to a first aspect of embodiments of the present specification, there is provided a case allocation method, including:
receiving a case to be processed and acquiring a hierarchical label of the case to be processed;
determining an object grade corresponding to the hierarchical label of the case to be processed according to a mapping relation between a preset hierarchical label and the object grade;
determining case processing objects based on the corresponding object grades, and distributing the cases to be processed to the case processing objects.
Optionally, the obtaining the hierarchical label of the case to be processed includes:
inputting the case to be processed into a label identification platform, and receiving the feature label of the case to be processed, which is output by the label identification platform based on the case feature of the case to be processed;
inputting the feature labels of the cases to be processed into a case image platform, and receiving the hierarchical labels of the cases to be processed, which are output by the case image platform based on the feature labels of the cases to be processed.
Optionally, the determining a case processing object based on the corresponding object level and allocating the case to be processed to the case processing object includes:
acquiring an initial case processing object corresponding to the corresponding object grade from a case distribution platform based on the corresponding object grade;
acquiring case processing states of the initial case processing objects, and determining target case processing objects from the initial case processing objects based on the case processing states;
and allocating the case to be processed to the target case processing object.
Optionally, before receiving the case to be processed, the method further includes:
receiving an object grade of a case processing object determined by a case distribution platform based on the acquired attribute characteristics of the case processing object;
and establishing a mapping relation between the hierarchical label and the object level.
Optionally, the obtaining the hierarchical label of the case to be processed includes:
inputting the case to be processed into a label identification model, and receiving the characteristic label of the case to be processed output by the label identification model;
inputting the feature labels of the cases to be processed into a case image platform, and receiving the hierarchical labels of the cases to be processed, which are output by the case image platform based on the feature labels of the cases to be processed.
Optionally, the receiving the hierarchical label of the case to be processed, which is output by the case representation platform based on the feature label of the case to be processed, includes:
and after receiving a layering factor generated by the case portrait platform based on the feature label of the case to be processed according to a preset rule, analyzing and outputting the layering label of the case to be processed according to the combination of the layering factor.
Optionally, the case processing status includes a case processing number;
correspondingly, the obtaining of the case processing state of the initial case processing object and the determining of the target case processing object from the initial case processing object based on the case processing state include:
and acquiring the case processing number of the initial case processing objects, and determining target case processing objects from the initial case processing objects based on the case processing number.
Optionally, the case processing status includes the number of case processing and the duration of case processing;
correspondingly, the obtaining of the case processing state of the initial case processing object and the determining of the target case processing object from the initial case processing object based on the case processing state include:
acquiring the case processing number and the case processing duration of the initial case processing object, and determining a target case processing object from the initial case processing object based on the case processing number and the case processing duration.
Optionally, the case to be processed includes a claim case, and the case processing object includes a claim case processing staff.
According to a second aspect of embodiments herein, there is provided a case distributing apparatus comprising:
the system comprises a label acquisition module, a storage module and a processing module, wherein the label acquisition module is configured to receive a case to be processed and acquire a hierarchical label of the case to be processed;
the level determining module is configured to determine an object level corresponding to the level label of the case to be processed according to a mapping relation between a preset level label and the object level;
and the case allocation module is configured to determine a case processing object based on the corresponding object grade and allocate the case to be processed to the case processing object.
Optionally, the tag obtaining module is further configured to:
inputting the case to be processed into a label identification platform, and receiving the feature label of the case to be processed, which is output by the label identification platform based on the case feature of the case to be processed;
inputting the feature labels of the cases to be processed into a case image platform, and receiving the hierarchical labels of the cases to be processed, which are output by the case image platform based on the feature labels of the cases to be processed.
Optionally, the case allocation module is further configured to:
acquiring an initial case processing object corresponding to the corresponding object grade from a case distribution platform based on the corresponding object grade;
acquiring case processing states of the initial case processing objects, and determining target case processing objects from the initial case processing objects based on the case processing states;
and allocating the case to be processed to the target case processing object.
Optionally, the apparatus further includes:
the case distribution platform comprises an attribute characteristic receiving module, a case processing object obtaining module and a case processing object obtaining module, wherein the attribute characteristic receiving module is configured to receive an object grade of the case processing object determined by the case distribution platform based on the acquired attribute characteristic of the case processing object;
and the relation establishing module is configured to establish a mapping relation between the hierarchy label and the object level.
Optionally, the tag obtaining module is further configured to:
inputting the case to be processed into a label identification model, and receiving the characteristic label of the case to be processed output by the label identification model;
inputting the feature labels of the cases to be processed into a case image platform, and receiving the hierarchical labels of the cases to be processed, which are output by the case image platform based on the feature labels of the cases to be processed.
Optionally, the tag obtaining module is further configured to:
and after receiving a layering factor generated by the case portrait platform based on the feature label of the case to be processed according to a preset rule, analyzing and outputting the layering label of the case to be processed according to the combination of the layering factor.
Optionally, the case processing status includes a case processing number;
accordingly, the case assignment module is further configured to:
and acquiring the case processing number of the initial case processing objects, and determining target case processing objects from the initial case processing objects based on the case processing number.
Optionally, the case processing status includes the number of case processing and the duration of case processing;
accordingly, the case assignment module is further configured to:
acquiring the case processing number and the case processing duration of the initial case processing object, and determining a target case processing object from the initial case processing object based on the case processing number and the case processing duration.
Optionally, the case to be processed includes a claim case, and the case processing object includes a claim case processing staff.
According to a third aspect of embodiments herein, there is provided a computing device comprising:
a memory and a processor;
the memory is for storing computer-executable instructions and the processor is for executing the computer-executable instructions, which when executed by the processor, implement the steps of the case allocation method.
According to a fourth aspect of embodiments herein, there is provided a computer-readable storage medium storing computer-executable instructions that, when executed by a processor, implement the steps of the case allocation method.
An embodiment of the specification realizes a case allocation method and a case allocation device, wherein the case allocation method comprises the steps of receiving a case to be processed and acquiring a hierarchical label of the case to be processed; determining an object grade corresponding to the hierarchical label of the case to be processed according to a mapping relation between a preset hierarchical label and the object grade; determining case processing objects based on the corresponding object grades, and allocating the cases to be processed to the case processing objects; the case allocation method comprises the steps of obtaining the hierarchy label of a case to be processed, determining the difficulty level of the case to be processed based on the hierarchy label, then allocating a complex case to be processed to a case processing object which is good at processing the complex case in a mode of matching the hierarchy label of the case to be processed with the object level of the case processing object, allocating a simple case to be processed to a case processing object which is good at processing the simple case, and performing case processing in a mode of matching the case to be processed with the case processing object, so that waste of personnel resources is avoided, and the case processing efficiency and the case processing accuracy are improved.
Drawings
FIG. 1 is a flow chart of a case allocation method provided in an embodiment of the present specification;
FIG. 2 is a flowchart illustrating a platform interaction process of a case allocation method according to an embodiment of the present disclosure;
FIG. 3 is a schematic structural view of a case distribution device provided in an embodiment of the present disclosure;
fig. 4 is a block diagram of a computing device according to an embodiment of the present disclosure.
Detailed Description
In the following description, numerous specific details are set forth in order to provide a thorough understanding of the present description. This description may be embodied in many different forms and should not be construed as limited to the embodiments set forth herein, as those skilled in the art will be able to make and use the present disclosure without departing from the spirit and scope of the present disclosure.
The terminology used in the description of the one or more embodiments is for the purpose of describing the particular embodiments only and is not intended to be limiting of the description of the one or more embodiments. As used in one or more embodiments of the present specification and the appended claims, the singular forms "a," "an," and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise. It should also be understood that the term "and/or" as used in one or more embodiments of the present specification refers to and encompasses any and all possible combinations of one or more of the associated listed items.
It will be understood that, although the terms first, second, etc. may be used herein in one or more embodiments to describe various information, these information should not be limited by these terms. These terms are only used to distinguish one type of information from another. For example, a first can also be referred to as a second and, similarly, a second can also be referred to as a first without departing from the scope of one or more embodiments of the present description. The word "if" as used herein may be interpreted as "at … …" or "when … …" or "in response to a determination", depending on the context.
First, the noun terms to which one or more embodiments of the present specification relate are explained.
Regular portrait: according to concrete business rules, the characteristics of the existing things (such as the characteristics of claim cases) are modeled and abstracted.
Layering: according to certain conditions, the regular images of the existing things are graded, so that different grades have certain definite hierarchical characteristics.
In this specification, a case allocation method is provided. One or more embodiments of the present specification relate to case distribution apparatus, a computing device, and a computer-readable storage medium, which are described in detail in the following embodiments.
Referring to fig. 1, fig. 1 shows a flowchart of a case allocation method provided in an embodiment of the present specification, where the case allocation method specifically includes the following steps.
Step 102: receiving a case to be processed, and acquiring a hierarchical label of the case to be processed.
In specific implementation, the case allocation method provided in the embodiment of the present description may be applied to any application scenario requiring case allocation, for example, in an audit scenario of a claim case, in a dispatch scenario of express delivery, or in a telephone allocation scenario of after-sales consultation, and the like.
Based on different specific application scenarios, the cases to be processed are different, for example, in an audit scenario of a claim case, the cases to be processed can be understood as the claim case; in a menu delivery scene for express delivery, a case to be processed can be understood as an express delivery case; in a telephone distribution scenario where after-market consultation is performed, the case to be processed may be understood as an after-market case or the like.
For convenience of understanding, in the embodiments of the present specification, the case allocation method is applied to an audit scene of a claim case, and a case to be processed is a claim case, which is taken as an example, and is described in detail.
Specifically, the receiving of the case to be processed and the obtaining of the hierarchical label of the case to be processed may be understood as receiving the case to be claimed and obtaining the hierarchical label of the case to be claimed.
In practical application, in order to reasonably allocate cases to be processed to case processing objects capable of processing the cases to be processed and achieve efficient and accurate processing of the cases to be processed, the difficulty level of the cases to be processed is analyzed, and the specific implementation manner is as follows:
the step of obtaining the hierarchical label of the case to be processed comprises the following steps:
inputting the case to be processed into a label identification platform, and receiving the feature label of the case to be processed, which is output by the label identification platform based on the case feature of the case to be processed;
inputting the feature labels of the cases to be processed into a case image platform, and receiving the hierarchical labels of the cases to be processed, which are output by the case image platform based on the feature labels of the cases to be processed.
The case distribution method is applied to a case auditing platform.
When the case auditing platform is used specifically, the case auditing platform receives a case to be processed issued by the case distributing platform, then the case to be processed is input into the tag identification platform, the tag identification platform acquires a feature tag of the case to be processed based on the case features of the case to be processed, and then the feature tag of the case to be processed is returned to the case auditing platform; after receiving the feature tag of the case to be processed, which is output by the tag identification platform based on the case feature of the case to be processed, the case auditing platform sends the feature tag to the case image platform, the case image platform performs regular image on the case to be processed based on the feature tag of the case to be processed, and outputs the hierarchical tag of the case to be processed, and specifically, the hierarchical tag realizes the hierarchical processing of the case to be processed.
For example, the case to be processed is a case to be claimed of a major disease claim, the case auditing platform inputs the case to be claimed into the tag identification platform, and the tag identification platform receives the feature tag (such as pneumonia, operation, hospitalization and the like) of the case to be claimed, which is determined and output after analyzing characters, figures and the like in the case to be claimed; and inputting the feature tags of the cases to be claimed into the case sketch platform, and receiving the hierarchical tags (such as a primary tag, a secondary tag, a tertiary tag or a quaternary tag) of the cases to be processed, which are output by the case sketch platform based on the feature tags (such as pneumonia, operation, hospitalization and the like) of the cases to be claimed.
In addition, the hierarchical label of the case to be processed can be acquired more quickly and accurately in a machine learning mode, and the specific implementation mode is as follows:
the step of obtaining the hierarchical label of the case to be processed comprises the following steps:
inputting the case to be processed into a label identification model, and receiving the characteristic label of the case to be processed output by the label identification model;
inputting the feature labels of the cases to be processed into a case image platform, and receiving the hierarchical labels of the cases to be processed, which are output by the case image platform based on the feature labels of the cases to be processed.
The label recognition model is a pre-trained machine learning model, the sample of the label recognition model is the case to be processed during specific training, and the corresponding sample label is the feature label of the case to be processed, so that in practical application, the case to be processed is input into the label recognition model obtained through training of the case to be processed and the feature label corresponding to the case to be processed, and the feature label of the case to be processed can be rapidly and accurately obtained.
Specifically, after obtaining the feature tag of the case to be processed, inputting the feature tag of the case to be processed into a case image platform, and receiving the specific implementation step of the case image platform for outputting the hierarchical tag of the case to be processed based on the feature tag of the case to be processed, reference may be made to the description of the above embodiment, which is not described herein again.
In specific implementation, the receiving the hierarchical label of the case to be processed, which is output by the case representation platform based on the feature label of the case to be processed, includes:
and after receiving a layering factor generated by the case portrait platform based on the feature label of the case to be processed according to a preset rule, analyzing and outputting the layering label of the case to be processed according to the combination of the layering factor.
The preset rules include but are not limited to combining and analyzing the feature labels in any mode to determine which layering factor the case to be processed belongs to; for example, the layering factors include layering factors such as products, reimbursement times, customer public sentiments, promotion levels, case layering, diseases and the like, and each layering factor is further divided into a plurality of specific factors, specifically see table 1.
TABLE 1
After the characteristic labels of the cases to be processed are determined, the characteristic labels are combined and analyzed in any mode, and specific factors of the cases to be processed, which specific factors in the number of reimbursement times, which specific factors in the public opinion of a client, which specific factors in the promotion level, which specific factors in the case layering and which specific factors in diseases are determined; the case portrait platform determines the hierarchical label of the case to be processed according to the combined analysis of the specific factors, wherein the hierarchical label can comprise a first-level hierarchical label, a second-level hierarchical label, a third-level hierarchical label and a fourth-level hierarchical label; the case portrait platform determines which hierarchical label the case to be processed corresponds to after the case portrait platform analyzes the combination of the specific factors, and then returns the hierarchical label corresponding to the case to be processed to the case audit platform; after the case auditing platform receives the layering factor generated by the case portrait platform based on the feature tag of the case to be processed according to the preset rule, and analyzes the output specific layering tag of the case to be processed according to the combination of the layering factor, the case auditing platform can allocate a proper case processing object to the case to be processed based on the layering tag of the case to be processed, so that the case to be processed is efficiently and accurately processed, and the specific case processing comprises but is not limited to auditing the authenticity of the case, auditing the claim amount of the case, auditing the case auditor, and the like.
In addition, in order to rapidly allocate a reasonable case processing object to a case to be processed based on the hierarchical label of the case to be processed, a corresponding relationship between the hierarchical label of the case and the case processing object may be pre-established, wherein due to the differences in speciality, experience, and excellence field of the case processing object, the object level of the case processing object itself is also different, and the hierarchy of the case to be processed that can be processed by the case processing object of different object levels is also different, so the mapping relationship between the hierarchical label of the case and the object level of the case processing object is pre-established, which may facilitate the subsequent allocation of the case to be processed to the corresponding case processing object based on the hierarchical label, and the specific implementation manner is as follows:
before the case to be processed is received, the method further comprises the following steps:
receiving an object grade of a case processing object determined by a case distribution platform based on the acquired attribute characteristics of the case processing object;
and establishing a mapping relation between the hierarchical label and the object level.
The case processing object comprises a claim case processing person; the property features of the case processing object include, but are not limited to, expertise, audit experience, and field of expertise of the claims case processing personnel, and the like.
Specifically, the case auditing platform receives the object grade of each case processing object determined by the case distributing platform based on the acquired attribute characteristics of the case processing object, that is, the case distributing platform determines the object grade, such as a first grade, a second grade, a third grade, a fourth grade and the like, for each case processing object based on the attribute characteristics of each case processing object.
After receiving the object level of the case processing object, the case auditing platform establishes a mapping relation between the hierarchical label and the object level in advance, for example, the hierarchical label of the first level corresponds to the object level of the first level, the hierarchical label of the second level corresponds to the object level of the second level, the hierarchical label of the third level corresponds to the object level of the third level, and the hierarchical label of the fourth level corresponds to the object level of the fourth level.
In the embodiment of the description, the case auditing platform establishes the mapping relationship between the level labels and the object levels in advance, and after receiving the case to be processed, the case to be processed can be reasonably allocated to the case processing object with corresponding processing capacity based on the mapping relationship between the level labels of the case to be processed and the object levels of the case processing object, so as to ensure the efficient and reasonable processing of the case to be processed.
Step 104: and determining the object grade corresponding to the hierarchical label of the case to be processed according to the mapping relation between the preset hierarchical label and the object grade.
In specific implementation, the case auditing platform establishes a mapping relation between the hierarchy label and the object grade in advance, and then after the hierarchy label of the case to be processed is determined, the object grade corresponding to the hierarchy label of the case to be processed can be determined according to the mapping relation between the hierarchy label of the case to be processed and the object grade of the case processing object.
Step 106: determining case processing objects based on the corresponding object grades, and distributing the cases to be processed to the case processing objects.
Specifically, after an object level corresponding to a hierarchical label of a case to be processed is determined, a case processing object corresponding to the object level may be determined according to the object level, where each object level corresponds to at least one case processing object, and in practical applications, each object level may correspond to a plurality of case processing objects, that is, the plurality of case processing objects belong to one object level.
In practical application, each object level may correspond to a plurality of case processing objects, and then, it is also a problem to be considered to reasonably allocate cases to be processed to case processing objects with the fastest processing speed, and a specific implementation manner is as follows:
the determining a case processing object based on the corresponding object grade and allocating the case to be processed to the case processing object comprises:
acquiring an initial case processing object corresponding to the corresponding object grade from a case distribution platform based on the corresponding object grade;
acquiring case processing states of the initial case processing objects, and determining target case processing objects from the initial case processing objects based on the case processing states;
and allocating the case to be processed to the target case processing object.
The incidence relation between the case processing object and the object level is established in the case distribution platform.
In specific implementation, first, the initial case processing objects corresponding to the corresponding object levels are obtained from the case distribution platform based on the object levels corresponding to the hierarchical tags of the cases to be processed, for example, the object levels corresponding to the hierarchical tags of the cases to be processed are the second levels, and the second levels correspond to 10 case processing objects, so that 10 initial case processing objects corresponding to the corresponding object levels can be determined.
After determining initial case processing objects, acquiring case processing states of each initial case processing object, and then determining target case processing objects from the initial case processing objects based on the case processing states, wherein the case processing states include but are not limited to case processing quantity, case initial duration, case processing efficiency and the like; and finally, allocating the case to be processed to a target case processing object, and realizing the efficient processing of the case to be processed through the target case processing object.
In the embodiment of the specification, the mapping relation between the object level and the case processing object is established through the case distribution platform, the mapping relation between the object level and the level label is established on the case auditing platform, different mapping relations are respectively established through different platforms, the sub-platform processing of the workflow is realized, the processing workload of the case auditing platform is greatly saved, the parallel establishment of the mapping relations can be realized through the two platforms, the working efficiency of the platforms is greatly improved, the case to be processed can be reasonably distributed to the corresponding target case processing object according to the case processing state, and the processing efficiency of the case to be processed is further improved.
Specifically, the case processing state includes a case processing number;
correspondingly, the obtaining of the case processing state of the initial case processing object and the determining of the target case processing object from the initial case processing object based on the case processing state include:
and acquiring the case processing number of the initial case processing objects, and determining target case processing objects from the initial case processing objects based on the case processing number.
Specifically, in the case processing state including the case processing number, in this embodiment of the present specification, after the initial case processing object is determined, the case processing number of each initial case processing object is obtained first, and then the initial case processing object with the smaller case processing number is determined as the target case processing object. In practical application, the case processing quantity can be understood as the case processing quantity of the initial case processing object waiting for processing, that is, the unprocessed case processing quantity, and then the smaller the case processing quantity of the initial case processing object, the shorter the waiting time of the case to be processed, so that the case to be processed is allocated to the target case processing object with the least case processing quantity for processing, and the processing efficiency of the case to be processed is correspondingly improved.
In addition, the case processing state comprises the case processing quantity and the case processing time length;
correspondingly, the obtaining of the case processing state of the initial case processing object and the determining of the target case processing object from the initial case processing object based on the case processing state include:
acquiring the case processing number and the case processing duration of the initial case processing object, and determining a target case processing object from the initial case processing object based on the case processing number and the case processing duration.
Under another condition, not only the case processing quantity but also the case processing time length need to be considered, so that the case to be processed is allocated to the initial case processing object which is small in case processing quantity and short in case processing time length, and the initial case processing object is taken as the target case processing object, and the processing efficiency of the case to be processed is further improved; the case processing time length can be understood as the average time length of the initial case processing object processing history case.
For example, there are 3 initial case processing objects: the system comprises an initial case processing object 1, an initial case processing object 2 and an initial case processing object 3, wherein the case processing number of the initial case processing object 1 is 4, and the case processing time is 3 days; the case processing number of the initial case processing object 2 is 6, and the case processing time length is 1 day; the case processing number of the initial case processing object 3 is 8, and the case processing time is 3 days; in this case, if the number of cases to be processed is 1, even if the number of cases to be processed of the initial case processing object 1 is the minimum, the cases to be processed are not allocated to the initial case processing object 1 for processing, but the cases to be processed are allocated to the initial case processing object 2 for processing after the two indexes of the number of cases to be processed and the case processing time length are comprehensively considered, that is, the initial case processing object 2 is taken as the target case processing object.
In the embodiment of the specification, when the case to be processed is allocated, after two processing indexes, namely the case processing number and the case processing time length, are comprehensively considered, the target case processing object is selected, so that the processing efficiency of the case to be processed is further improved.
The case allocation method provided by the embodiment of the specification acquires the hierarchical label of the case to be processed, determines the difficulty level of the case to be processed based on the hierarchical label, allocates the complex case to be processed to the case processing object which is good at handling the complex case in a mode of matching the hierarchical label of the case to be processed with the object level of the case processing object, allocates the simple case to be processed to the case processing object which is good at handling the simple case, and performs case processing in a mode of matching the case to be processed with the case processing object, so that waste of personnel resources is avoided, and the case processing efficiency and the case processing accuracy are improved.
Referring to fig. 2, fig. 2 is a flowchart illustrating a platform interaction processing flow of a case allocation method according to an embodiment of the present specification, which specifically includes the following steps.
Step 202: and the case auditing platform receives the claim cases issued by the case distributing platform.
Step 204: the case auditing platform sends the claim cases to the case portrait platform, and receives the hierarchical portrait of the case portrait platform according to the claim cases, and the hierarchical tags which represent the difficulty degree of the claim cases are obtained.
Step 206: and the case auditing platform determines the object grade of the claim case processing personnel corresponding to the hierarchy label of the claim case according to the preset mapping relation between the hierarchy label and the object grade.
Step 208: and the case auditing platform determines the initial claim case processing personnel corresponding to the object grade from the case distribution platform according to the object grade of the corresponding claim case processing personnel.
Step 210: and the case auditing platform counts the current workload of the initial claim case processing personnel through the case distribution platform, distributes the claim cases to target claim case processing personnel in the initial claim case processing personnel, and realizes the auditing of the claim cases based on the target claim case processing personnel.
In the embodiment of the specification, when the claim cases are audited, the case distribution platform issues the claim cases to the case auditing platform, the case representation platform performs hierarchical division on the claim cases according to the hierarchical rules of the claim cases, the case auditing platform acquires the hierarchical labels of the difficulty level of the claim cases (the hierarchical labels represent the difficulty level of the claim cases), and meanwhile, the case distribution platform acquires the object level of the claim case processing personnel according to the hierarchical rules of the claim case processing personnel; the case auditing platform acquires the object grade of the corresponding claim case processing personnel based on the hierarchy label of the claim case, and calls the case distribution platform to assign the claim case processing personnel of the claim case according to the object grade of the claim case processing personnel, so that the claim case is audited.
By modeling regular portrait of the difficulty level of the claim case, aiming at each inflowing claim case, the case portrait platform extracts the information characteristics of the claim case, evaluates the difficulty level of the claim case, and prints a hierarchy label of the claim case, so that the difficulty level of the claim case is sensed by the system; meanwhile, the ability of claim case processing personnel is modeled in a layering mode, the ability evaluation and layering are carried out on all the persons who check the claim case processing personnel, so that the checking ability and the field of excellence of the claim case processing personnel in different levels are obtained, and the difficult claim case is always distributed to the persons who check the claim case processing personnel in the field of excellence through the matching of the level label of the claim case and the object level of the claim case processing personnel, so that the effects similar to 'proper to place' and 'proper to place' are exerted, and the checking efficiency of the claim case is improved.
Corresponding to the above method embodiment, the present specification further provides a case distribution apparatus embodiment, and fig. 3 shows a schematic structural diagram of a case distribution apparatus of a first type provided in an embodiment of the present specification. As shown in fig. 3, the apparatus includes:
a label obtaining module 302, configured to receive a case to be processed and obtain a hierarchical label of the case to be processed;
a level determining module 304, configured to determine an object level corresponding to the hierarchical label of the case to be processed according to a mapping relationship between a preset hierarchical label and the object level;
a case allocation module 306 configured to determine a case processing object based on the corresponding object grade, and allocate the case to be processed to the case processing object.
Optionally, the tag obtaining module 302 is further configured to:
inputting the case to be processed into a label identification platform, and receiving the feature label of the case to be processed, which is output by the label identification platform based on the case feature of the case to be processed;
inputting the feature labels of the cases to be processed into a case image platform, and receiving the hierarchical labels of the cases to be processed, which are output by the case image platform based on the feature labels of the cases to be processed.
Optionally, the case allocation module 306 is further configured to:
acquiring an initial case processing object corresponding to the corresponding object grade from a case distribution platform based on the corresponding object grade;
acquiring case processing states of the initial case processing objects, and determining target case processing objects from the initial case processing objects based on the case processing states;
and allocating the case to be processed to the target case processing object.
Optionally, the apparatus further includes:
the case distribution platform comprises an attribute characteristic receiving module, a case processing object obtaining module and a case processing object obtaining module, wherein the attribute characteristic receiving module is configured to receive an object grade of the case processing object determined by the case distribution platform based on the acquired attribute characteristic of the case processing object;
and the relation establishing module is configured to establish a mapping relation between the hierarchy label and the object level.
Optionally, the tag obtaining module 302 is further configured to:
inputting the case to be processed into a label identification model, and receiving the characteristic label of the case to be processed output by the label identification model;
inputting the feature labels of the cases to be processed into a case image platform, and receiving the hierarchical labels of the cases to be processed, which are output by the case image platform based on the feature labels of the cases to be processed.
Optionally, the tag obtaining module 302 is further configured to:
and after receiving a layering factor generated by the case portrait platform based on the feature label of the case to be processed according to a preset rule, analyzing and outputting the layering label of the case to be processed according to the combination of the layering factor.
Optionally, the case processing status includes a case processing number;
accordingly, the case assignment module 306 is further configured to:
and acquiring the case processing number of the initial case processing objects, and determining target case processing objects from the initial case processing objects based on the case processing number.
Optionally, the case processing status includes the number of case processing and the duration of case processing;
accordingly, the case assignment module 306 is further configured to:
acquiring the case processing number and the case processing duration of the initial case processing object, and determining a target case processing object from the initial case processing object based on the case processing number and the case processing duration.
Optionally, the case to be processed includes a claim case, and the case processing object includes a claim case processing staff.
The case allocation device provided in the embodiment of the present description obtains the hierarchical label of the case to be processed, determines the difficulty level of the case to be processed based on the hierarchical label, then allocates the complex case to be processed to the case processing object which is good at handling the complex case, allocates the simple case to be processed to the case processing object which is good at handling the simple case, and performs case processing by matching the case to be processed and the case processing object in such a manner that the hierarchical label of the case to be processed is matched with the object level of the case processing object, which does not cause waste of personnel resources, and improves the processing efficiency and the processing accuracy of the case.
The above is a schematic solution of the case distribution device of the first embodiment. It should be noted that the technical solution of the case allocation apparatus belongs to the same concept as the technical solution of the first case allocation method, and details of the technical solution of the case allocation apparatus, which are not described in detail, can be referred to the description of the technical solution of the first case allocation method.
FIG. 4 illustrates a block diagram of a computing device 400 provided in accordance with one embodiment of the present description. The components of the computing device 400 include, but are not limited to, a memory 410 and a processor 420. Processor 420 is coupled to memory 410 via bus 430 and database 450 is used to store data.
Computing device 400 also includes access device 440, access device 440 enabling computing device 400 to communicate via one or more networks 460. Examples of such networks include the Public Switched Telephone Network (PSTN), a Local Area Network (LAN), a Wide Area Network (WAN), a Personal Area Network (PAN), or a combination of communication networks such as the internet. The access device 440 may include one or more of any type of network interface (e.g., a Network Interface Card (NIC)) whether wired or wireless, such as an IEEE802.11 Wireless Local Area Network (WLAN) wireless interface, a worldwide interoperability for microwave access (Wi-MAX) interface, an ethernet interface, a Universal Serial Bus (USB) interface, a cellular network interface, a bluetooth interface, a Near Field Communication (NFC) interface, and so forth.
In one embodiment of the present description, the above-described components of computing device 400, as well as other components not shown in FIG. 4, may also be connected to each other, such as by a bus. It should be understood that the block diagram of the computing device architecture shown in FIG. 4 is for purposes of example only and is not limiting as to the scope of the present description. Those skilled in the art may add or replace other components as desired.
Computing device 400 may be any type of stationary or mobile computing device, including a mobile computer or mobile computing device (e.g., tablet, personal digital assistant, laptop, notebook, netbook, etc.), mobile phone (e.g., smartphone), wearable computing device (e.g., smartwatch, smartglasses, etc.), or other type of mobile device, or a stationary computing device such as a desktop computer or PC. Computing device 400 may also be a mobile or stationary server.
Wherein processor 420 is configured to execute computer-executable instructions that when executed by the processor implement the steps of the case allocation method.
The above is an illustrative scheme of a computing device of the present embodiment. It should be noted that the technical solution of the computing device and the technical solution of the case allocation method described above belong to the same concept, and details that are not described in detail in the technical solution of the computing device can be referred to the description of the technical solution of the case allocation method described above.
An embodiment of the present specification also provides a computer readable storage medium storing computer instructions which, when executed by a processor, implement the steps of the case allocation method.
The above is an illustrative scheme of a computer-readable storage medium of the present embodiment. It should be noted that the technical solution of the storage medium belongs to the same concept as the technical solution of the case allocation method, and for details that are not described in detail in the technical solution of the storage medium, reference may be made to the description of the technical solution of the case allocation method.
The foregoing description has been directed to specific embodiments of this disclosure. Other embodiments are within the scope of the following claims. In some cases, the actions or steps recited in the claims may be performed in a different order than in the embodiments and still achieve desirable results. In addition, the processes depicted in the accompanying figures do not necessarily require the particular order shown, or sequential order, to achieve desirable results. In some embodiments, multitasking and parallel processing may also be possible or may be advantageous.
The computer instructions comprise computer program code which may be in the form of source code, object code, an executable file or some intermediate form, or the like. The computer-readable medium may include: any entity or device capable of carrying the computer program code, recording medium, usb disk, removable hard disk, magnetic disk, optical disk, computer Memory, Read-Only Memory (ROM), Random Access Memory (RAM), electrical carrier wave signals, telecommunications signals, software distribution medium, and the like. It should be noted that the computer readable medium may contain content that is subject to appropriate increase or decrease as required by legislation and patent practice in jurisdictions, for example, in some jurisdictions, computer readable media does not include electrical carrier signals and telecommunications signals as is required by legislation and patent practice.
It should be noted that, for the sake of simplicity, the foregoing method embodiments are described as a series of acts, but those skilled in the art should understand that the present embodiment is not limited by the described acts, because some steps may be performed in other sequences or simultaneously according to the present embodiment. Further, those skilled in the art should also appreciate that the embodiments described in this specification are preferred embodiments and that acts and modules referred to are not necessarily required for an embodiment of the specification.
In the above embodiments, the descriptions of the respective embodiments have respective emphasis, and for parts that are not described in detail in a certain embodiment, reference may be made to related descriptions of other embodiments.
The preferred embodiments of the present specification disclosed above are intended only to aid in the description of the specification. Alternative embodiments are not exhaustive and do not limit the invention to the precise embodiments described. Obviously, many modifications and variations are possible in light of the above teaching. The embodiments were chosen and described in order to best explain the principles of the embodiments and the practical application, to thereby enable others skilled in the art to best understand and utilize the embodiments. The specification is limited only by the claims and their full scope and equivalents.
Claims (12)
1. A case allocation method, comprising:
receiving a case to be processed and acquiring a hierarchical label of the case to be processed;
determining an object grade corresponding to the hierarchical label of the case to be processed according to a mapping relation between a preset hierarchical label and the object grade;
determining case processing objects based on the corresponding object grades, and distributing the cases to be processed to the case processing objects.
2. The case allocation method as claimed in claim 1, said obtaining a hierarchical label of said case to be processed comprises:
inputting the case to be processed into a label identification platform, and receiving the feature label of the case to be processed, which is output by the label identification platform based on the case feature of the case to be processed;
inputting the feature labels of the cases to be processed into a case image platform, and receiving the hierarchical labels of the cases to be processed, which are output by the case image platform based on the feature labels of the cases to be processed.
3. The case allocation method according to claim 1 or 2, said determining a case processing object based on said corresponding object rank and allocating said case to be processed to said case processing object, comprising:
acquiring an initial case processing object corresponding to the corresponding object grade from a case distribution platform based on the corresponding object grade;
acquiring case processing states of the initial case processing objects, and determining target case processing objects from the initial case processing objects based on the case processing states;
and allocating the case to be processed to the target case processing object.
4. The case allocation method according to claim 3, before said receiving case to be processed, further comprising:
receiving an object grade of a case processing object determined by a case distribution platform based on the acquired attribute characteristics of the case processing object;
and establishing a mapping relation between the hierarchical label and the object level.
5. The case allocation method as claimed in claim 1, said obtaining a hierarchical label of said case to be processed comprises:
inputting the case to be processed into a label identification model, and receiving the characteristic label of the case to be processed output by the label identification model;
inputting the feature labels of the cases to be processed into a case image platform, and receiving the hierarchical labels of the cases to be processed, which are output by the case image platform based on the feature labels of the cases to be processed.
6. A case allocation method according to claim 2 or 5, said receiving a hierarchical label of said case to be processed which said case representation platform outputs based on a feature label of said case to be processed, comprising:
and after receiving a layering factor generated by the case portrait platform based on the feature label of the case to be processed according to a preset rule, analyzing and outputting the layering label of the case to be processed according to the combination of the layering factor.
7. A case allocation method according to claim 3, said case handling status comprising a case handling number;
correspondingly, the obtaining of the case processing state of the initial case processing object and the determining of the target case processing object from the initial case processing object based on the case processing state include:
and acquiring the case processing number of the initial case processing objects, and determining target case processing objects from the initial case processing objects based on the case processing number.
8. The case allocation method according to claim 3, wherein said case handling status includes the number of case handling and the duration of case handling;
correspondingly, the obtaining of the case processing state of the initial case processing object and the determining of the target case processing object from the initial case processing object based on the case processing state include:
acquiring the case processing number and the case processing duration of the initial case processing object, and determining a target case processing object from the initial case processing object based on the case processing number and the case processing duration.
9. The case allocation method according to claim 1, wherein the case to be processed comprises a claim case, and the case processing object comprises a claim case processing staff.
10. A case distribution apparatus comprising:
the system comprises a label acquisition module, a storage module and a processing module, wherein the label acquisition module is configured to receive a case to be processed and acquire a hierarchical label of the case to be processed;
the level determining module is configured to determine an object level corresponding to the level label of the case to be processed according to a mapping relation between a preset level label and the object level;
and the case allocation module is configured to determine a case processing object based on the corresponding object grade and allocate the case to be processed to the case processing object.
11. A computing device, comprising:
a memory and a processor;
the memory is configured to store computer-executable instructions and the processor is configured to execute the computer-executable instructions, which when executed by the processor, perform the steps of the case allocation method of any of claims 1-9.
12. A computer-readable storage medium storing computer instructions which, when executed by a processor, carry out the steps of the case allocation method of any one of claims 1-9.
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