WO2020042472A1 - Procédé, appareil et dispositif de traitement de tâches d'expertise, et support de stockage lisible par ordinateur - Google Patents

Procédé, appareil et dispositif de traitement de tâches d'expertise, et support de stockage lisible par ordinateur Download PDF

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Publication number
WO2020042472A1
WO2020042472A1 PCT/CN2018/122827 CN2018122827W WO2020042472A1 WO 2020042472 A1 WO2020042472 A1 WO 2020042472A1 CN 2018122827 W CN2018122827 W CN 2018122827W WO 2020042472 A1 WO2020042472 A1 WO 2020042472A1
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WIPO (PCT)
Prior art keywords
surveyor
virtual
telephone number
information
status information
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PCT/CN2018/122827
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English (en)
Chinese (zh)
Inventor
姚顺
郭伟新
Original Assignee
平安科技（深圳）有限公司
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Publication of WO2020042472A1 publication Critical patent/WO2020042472A1/fr

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Classifications

    • 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
    • H04M3/42008—Systems for anonymous communication between parties, e.g. by use of disposal contact identifiers

Definitions

  • the present application relates to the field of information security, and in particular, to a method, an apparatus, a device, and a computer-readable storage medium for processing a survey task.
  • the process of property insurance investigation is that the customer calls the insurance company service hotline to report the case.
  • the agent of the insurance company accesses the customer's call for processing, the customer's call will be forwarded to the surveyor who handles the customer's business. , And send the contact information of the customer and the corresponding surveyor to the other party so that the surveyor and the customer can follow up.
  • this processing procedure involves the connection between the client, the agent and the surveyor, which is cumbersome, and the true phone number privacy of the client and the surveyor is not protected.
  • the main purpose of this application is to provide a survey task processing method, device, equipment and computer-readable storage medium, which aims to solve the cumbersome current property insurance survey process, and the technology of customers and surveyors whose real phone numbers are not protected by privacy problem.
  • the present application provides a method for processing a survey task.
  • the method for processing a survey task includes the following steps:
  • the present application further provides a survey task processing device, where the survey task processing device includes:
  • An extraction module configured to receive a report instruction triggered by a client based on a client, and extract information of a survey task and a location of danger from the report instruction;
  • a first determining module configured to determine current working status information of a surveyor within an area to which the location information of the danger belongs
  • a second determining module configured to determine, according to the current working state information of the surveyor, a target surveyor who processes the task to be surveyed, and determine a first virtual telephone number associated with the target surveyor;
  • a matching module configured to match the corresponding second virtual telephone number for the customer
  • a sending module configured to send the first virtual phone number to the client, and send the second virtual phone number to a terminal of the target surveyor for the target surveyor and the client to pass through
  • the first virtual telephone number and the second virtual telephone number are contacted to process the to-be-surveyed task.
  • the present application further provides a survey task processing device, the survey task processing device including a memory, a processor, and computer-readable instructions stored on the memory and executable on the processor When the computer-readable instructions are executed by the processor, the steps of the survey task processing method described above are implemented.
  • the present application also provides a computer-readable storage medium, where the computer-readable instructions are stored, and when the computer-readable instructions are executed by a processor, the above-mentioned implementation is implemented. Steps of the survey task processing method.
  • This application provides a survey task processing method, which receives a client's report instruction triggered by a client based on the client, and extracts to-be-investigated survey tasks and risk location information from the report instruction; determines the current status of the surveyor within the area to which the risk location information belongs.
  • FIG. 1 is a schematic diagram of a hardware structure of a survey task processing device involved in a solution according to an embodiment of the present application
  • FIG. 2 is a schematic flowchart of a first embodiment of a method for processing a survey task of this application
  • FIG. 3 is a schematic flowchart of a second embodiment of a method for processing a survey task of this application
  • FIG. 4 is a schematic diagram of functional modules of the first embodiment of the survey task processing device of the present application.
  • the survey task processing method is mainly applied to a survey task processing device.
  • the survey task processing device may be a personal computer. computer, PC), laptops, servers and other equipment with data processing functions.
  • FIG. 1 is a schematic diagram of a hardware structure of a survey task processing device involved in a solution according to an embodiment of the present application.
  • the survey task processing device may include a processor 1001 (for example, a central processor Central Processing Unit (CPU), communication bus 1002, user interface 1003, network interface 1004, and memory 1005.
  • the communication bus 1002 is used to implement connection and communication between these components.
  • the user interface 1003 may include a display and an input unit such as a keyboard.
  • the network interface 1004 may optionally include a standard wired interface and a wireless interface.
  • the memory 1005 may be a high-speed random access memory (random access memory (RAM), or non-volatile memory), such as a disk memory, the memory 1005 may optionally be a storage device independent of the foregoing processor 1001.
  • RAM random access memory
  • non-volatile memory such as a disk memory
  • the memory 1005 may optionally be a storage device independent of the foregoing processor 1001.
  • the memory 1005 as a computer-readable storage medium in FIG. 1 may include an operating system, a network communication module, and computer-readable instructions.
  • the network communication module may be used to connect to the phone platform and perform data communication with the phone platform; and the processor 1001 may call the computer-readable instructions stored in the memory 1005 and execute the survey task processing method provided by the embodiments of this application .
  • the embodiment of the present application provides a method for processing a survey task.
  • FIG. 2 is a schematic flowchart of a first embodiment of a method for processing a survey task of this application.
  • the survey task processing method is applied to a business system, the business system is docked with a telephone platform, and the business system and the telephone platform belong to a side-by-side relationship, wherein the trunk of the telephone platform is connected to an operator, so that The telephone platform contains several virtual telephone numbers.
  • the survey task processing method includes the following steps:
  • Step S10 Receive a report instruction triggered by the client based on the client, and extract information on the survey task and the location of the danger from the report instruction;
  • the traditional property insurance investigation and survey process is that the customer dials the insurance company service hotline to report the case.
  • an agent of the insurance company accesses the customer's call for processing, the customer's call will be forwarded to the surveyor who handles the customer's business.
  • this processing procedure involves the connection between the client, the agent and the surveyor, which is cumbersome, and the true phone number privacy of the client and the surveyor is not protected.
  • this embodiment proposes a survey task processing method.
  • the client and the surveyor can directly contact through the virtual phone number, which simplifies the property insurance survey process, thereby It can improve the processing efficiency of survey tasks and protect the real phone number privacy of customers and surveyors.
  • an association relationship between a surveyor and a virtual phone number is preset in the phone platform, that is, each surveyor is bound to a corresponding virtual phone number, and the association relationship can be flexibly set according to actual needs. For example, it may be stipulated that the relationship has been valid while the surveyor is in office, and the relationship is terminated after the surveyor leaves office.
  • the remaining set of virtual phone numbers in the phone platform is used to allocate to customers.
  • the virtual phone numbers used to allocate to customers are defined as virtual phone numbers to be selected.
  • the virtual phone numbers to be selected have corresponding Status identification, that is, occupied status and idle status.
  • the business system receives a report instruction triggered by the client based on the client, and extracts information about the survey task and the location of the danger from the report instruction.
  • a report instruction may be triggered on-site through an insurance service application installed on a client, where the client includes a mobile terminal device such as a smart phone or a tablet computer.
  • customers can open the insurance service application in their smartphones, and click the "Service", “Insurance Online”, and "Report Online” buttons in turn to report.
  • the program then generates a report instruction carrying the survey task to be investigated and the location of the danger.
  • the location of the danger can be latitude and longitude or address information.
  • the insurance service application then sends the report instructions to the business system.
  • the business system receives the report instruction triggered by the customer, and extracts the information of the survey task and the location of the danger from the report instruction.
  • Step S20 Determine current working status information of the surveyor within the area to which the location information of the danger belongs;
  • the principle of proximity is used when assigning survey tasks to surveyors, that is, surveyors within the area to which the outbreak location information belongs are treated as
  • the scope of the surveyor corresponding to the survey task can be flexibly set according to the actual situation, such as a 2 km radius, which is not limited here. Specifically, after the service system extracts the outbreak location information, it first determines an inspector within the area to which the outbreak location information belongs.
  • the surveyor carries a terminal (such as a mobile terminal device such as a smart phone or tablet computer) during the work process.
  • the positioning function of the surveyor's terminal remains on, and the business system maintains a communication connection with the surveyor's terminal.
  • the business system can obtain the surveyor's Real-time location information. After the business system extracts the location information of the outbreak, it obtains the real-time location information of each surveyor, and then compares the area range of the location information with the real-time location information of each surveyor to determine that the real-time location information belongs to the area of the location information
  • the surveyors within the area that is, the surveyors within the area to which the location information of the danger belongs. Then, determine the current working status information of the surveyor within the area to which the danger location information belongs.
  • step S20 may include:
  • current call status information current work status information of the surveyor within the area to which the accident location information belongs is determined.
  • the telephone platform includes a CDR (Call Detail Records (call detailed records) information
  • CDR information can describe the entire process of call continuity, that is, the CDR information of the telephone platform records the call status information of each surveyor using the associated virtual phone number to make a call.
  • the call status information of the surveyor can indicate the work status information of the surveyor.
  • the business system obtains the CDR information from the telephone platform, and then determines the current call status information of the surveyor within the area to which the outbreak location information in the CDR information belongs.
  • the corresponding work status information is determined to be busy, and for both the call start time and the call end time.
  • the surveyor who surveyed and surveyors who had neither a call start time nor a call end time determined their corresponding work status information as an idle state.
  • Step S30 Determine, according to the current working state information of the surveyor, a target surveyor who processes the task to be surveyed, and determine a first virtual telephone number associated with the target surveyor;
  • the step of determining a target surveyor who processes the task to be surveyed according to the current working state information of the surveyor may include:
  • a corresponding target surveyor is matched for the survey task to be surveyed.
  • the corresponding surveyor (defined as the target surveyor) is matched for the survey task. ) Specifically, when the business system matches the corresponding target surveyor for the survey task to be surveyed, among the surveyors within the area to which the location information of the outbreak belongs, each surveyor whose work status information is idle is determined as the survey to be selected And then select any prospector from the prospective prospectors as the target prospector to handle the pending survey task.
  • the business system determines the virtual telephone number (defined as the first virtual telephone number) associated with the target surveyor.
  • Step S40 matching the corresponding second virtual telephone number for the customer
  • Step S40 may include:
  • a corresponding second virtual telephone number is matched for the customer from the virtual telephone numbers to be selected currently in the idle state.
  • the business system After the first virtual phone number associated with the target surveyor is determined, the business system matches the corresponding virtual phone number for the client who initiated the report instruction. The business system first obtains the current status information of the candidate virtual phone number allocated to the customer from the telephone platform, and then randomly selects a virtual phone number from the candidate virtual phone number in the idle state as a match with the customer who initiated the report instruction. Virtual phone number (defined as the second virtual phone number).
  • Step S50 Send the first virtual telephone number to the client, and send the second virtual telephone number to a terminal of the target surveyor for the target surveyor and the client to pass through the first A virtual telephone number is contacted with the second virtual telephone number, and the unexplored task is processed.
  • the business system sends the first virtual phone number corresponding to the target surveyor to the client of the client who initiated the report instruction, and sends the second virtual phone number corresponding to the client who initiated the report instruction to the terminal of the target surveyor, specifically
  • the business system can send the first virtual phone number corresponding to the target surveyor to the client of the client who initiated the report instruction, and the second virtual phone number corresponding to the client who initiated the report command to the target surveyor via SMS.
  • the text message sent to the customer who initiated the report report is: "Dear customer A, Hello, the surveyor who provided you with the survey service this time is xx, and the phone number is 075512345678.” "Hello, the customer of this XX survey task is Mr. A / Ms.
  • the telephone number is 075589563214, please contact us as soon as possible.” In this way, the target surveyor and the customer can contact through the corresponding virtual phone number, so that the target surveyor can handle the survey task to be investigated.
  • This embodiment provides a method for processing a survey task, which receives a report instruction triggered by a client based on a client, and extracts the survey task and the location information of the outbreak from the report instruction; and determines the surveyor's Current work status information; determining a target surveyor who processes the to-be-investigated task according to the current work status information of the surveyor, and determining a first virtual telephone number associated with the target surveyor; matching a corresponding one for the customer A second virtual phone number; sending the first virtual phone number to the client, and sending the second virtual phone number to a terminal of the target surveyor for the target surveyor and the client to pass Contacting the first virtual telephone number and the second virtual telephone number, and processing the to-be-investigated task.
  • the property insurance survey process does not need to involve agents, which not only simplifies the property insurance survey process, thereby improving the processing efficiency of survey tasks, but also protecting customers and surveys. Member's real phone number privacy.
  • the second embodiment of the surveying task processing method differs from the first embodiment of the surveying task processing method in that FIG. 3 is a schematic flowchart of a second embodiment of the surveying task processing method of the present application.
  • the surveying task processing method It can also include:
  • Step S60 change the state information of the second virtual phone number to an occupied state
  • the matched virtual phone number is matched again.
  • the business system also needs to change its corresponding status information from the idle state. Change to occupied status. Therefore, in this method, the service system also changes the state information of the second virtual telephone number to the occupied state.
  • Step S70 set a use validity period for the second virtual telephone number
  • the business system can also set the use validity period for the second virtual phone number after matching the second virtual phone number to the customer.
  • the reason is that the matching relationship between the customer and the second virtual phone number can be maintained during the validity period.
  • the usage limit period is exceeded, the matching relationship between the customer and the second virtual phone number will be automatically cancelled.
  • the specific duration of the validity period can be based on actual conditions.
  • the average duration of processing survey tasks can be set flexibly, and is not limited here.
  • Step S80 When the time when the customer matches the second virtual phone number reaches the use validity period, the matching relationship between the customer and the second virtual phone number is released, and the status information of the second virtual phone number is changed Is idle.
  • the business system When the time when the second virtual phone number matches the customer reaches the validity period, the business system will automatically release the matching relationship between the customer and the second virtual phone number, and automatically change the state information of the second virtual phone number to an idle state. In this way, the second virtual phone number that has been unmatched with the customer can be rematched.
  • the method may further include:
  • Step S90 During the use period of validity, upon receiving an instruction to complete the survey task processing, the matching relationship between the customer and the second virtual telephone number is released, and the state information of the second virtual telephone number is changed to an idle state ;
  • the matching relationship between the client and the second virtual phone number can be released and the second virtual phone number can be released.
  • the state information of the phone number is changed from the busy state to the idle state, so that the second virtual phone number released from the matching relationship with the customer can be rematched.
  • the method further includes:
  • step S100 upon receiving an instruction to complete the survey task processing, a call recording generated by the telephone platform based on the target surveyor and the customer contacting through the first virtual telephone number and the second virtual telephone number is obtained. Call history report and store it.
  • the phone platform also records and saves the call when the target surveyor contacts the customer through the first virtual phone number and the second virtual phone number, and then the phone platform generates a call log report based on the saved call recording.
  • the business system receives the instruction that the client and the surveyor have confirmed that the pending survey task has been processed, the business system can also obtain a call log report from the phone platform for storage and subsequent inquiry.
  • the status information of the virtual phone number matched with the customer is changed to the occupied state, which can avoid the repeated allocation of the virtual phone number matched with the customer, and Setting the validity period of the virtual phone number matched by the customer can maintain the matching relationship between the customer and its matched virtual phone number during the validity period.
  • the relationship between the customer and the virtual phone number matched by the customer is automatically released. Matching relationship so that the virtual phone number that is unmatched with the customer is rematched.
  • the use validity period By setting the use validity period, it provides a simple and effective mechanism for matching and releasing virtual phone numbers; of course, during the validity period, if the survey task is processed When done, the matching relationship between the customer and the virtual phone number that it matches is released. In addition, when the survey task is processed, the recording of the call when the surveyor and the customer contact through a virtual phone number is stored for querying when reviewing the survey task.
  • an embodiment of the present application further provides a survey task processing device.
  • FIG. 4 is a schematic diagram of functional modules of a first embodiment of a survey task processing device of the present application.
  • the survey task processing device includes:
  • An extraction module 10 configured to receive a report instruction triggered by a client based on a client, and extract information on a survey task and location of danger from the report instruction;
  • a first determining module 20 configured to determine current working status information of a surveyor within an area to which the location information of the danger belongs;
  • a second determining module 30 configured to determine, according to the current working state information of the surveyor, a target surveyor who processes the task to be surveyed, and determine a first virtual telephone number associated with the target surveyor;
  • a matching module 40 configured to match a corresponding second virtual telephone number for the customer
  • the sending module 50 is configured to send the first virtual phone number to the client, and send the second virtual phone number to a terminal of the target surveyor for the target surveyor and the client to pass through. Contacting the first virtual telephone number and the second virtual telephone number, and processing the to-be-investigated task.
  • each virtual function module of the above-mentioned survey task processing device is stored in the memory 1005 of the survey task processing device shown in FIG. 1 and is used to implement all functions of the computer-readable instructions; when each module is executed by the processor 1001, it can realize the client Contact the surveyor directly through the virtual phone number, the property insurance survey process does not need to involve agents, which not only simplifies the property insurance survey process, which can improve the processing efficiency of the survey task, but also protect the real phone number privacy of customers and surveyors.
  • the first determining module 20 includes:
  • a first obtaining unit configured to obtain call detailed record CDR information of a telephone platform
  • a first determining unit configured to determine, in the CDR information, current call status information of a surveyor within an area to which the accident location information belongs;
  • a second determining unit is configured to determine, according to the current call status information, current work status information of a surveyor within an area to which the accident location information belongs.
  • the second determining module 30 includes:
  • the first matching unit is configured to match a corresponding target surveyor for the to-be-searched survey task from surveyors currently in an idle state.
  • the matching module 40 includes:
  • a second acquiring unit configured to acquire current status information of a virtual telephone number to be selected on the telephone platform
  • a second matching unit is configured to match the corresponding second virtual telephone number for the customer from the candidate virtual telephone numbers currently in an idle state based on the current status information of the candidate virtual telephone numbers.
  • the survey task processing device further includes:
  • a changing module configured to change state information of the second virtual telephone number to an occupied state
  • a setting module configured to set a use validity period for the second virtual telephone number
  • a first cancellation module configured to release the matching relationship between the customer and the second virtual telephone number when the time when the customer matches the second virtual telephone number reaches the use validity period, and delete the second virtual telephone number Change the status information to idle.
  • the survey task processing device further includes:
  • a second release module configured to release the matching relationship between the customer and the second virtual phone number when receiving an instruction to complete the processing of the survey task within the valid period of use, and Status information changed to idle.
  • the survey task processing device further includes:
  • the storage module is configured to obtain a call recording based on the target virtual surveyor and the customer contacting through the first virtual telephone number and the second virtual telephone number when the telephone platform receives the instruction that the processing of the survey task is completed. Generated call log reports and store them.
  • each module in the above-mentioned survey task processing device corresponds to each step in the above-mentioned survey task processing method embodiment, and the functions and implementation processes thereof will not be described in detail here.
  • an embodiment of the present application further provides a computer-readable storage medium, and the computer-readable storage medium may be a non-volatile readable storage medium.
  • Computer-readable instructions are stored on the computer-readable storage medium of the present application, and when the computer-readable instructions are executed by a processor, the steps of the survey task processing method described above are implemented.
  • the methods in the above embodiments can be implemented by means of software plus a necessary universal hardware platform, and of course, also by hardware, but in many cases the former is better.
  • Implementation Based on such an understanding, the technical solution of this application that is essentially or contributes to the existing technology can be embodied in the form of a software product.
  • the computer software product is stored in a storage medium (such as ROM / RAM) as described above. , Magnetic disk, optical disc), including a number of instructions for causing a terminal device (which may be a mobile phone, a computer, a server, an air conditioner, or a network device, etc.) to execute the methods described in the embodiments of the present application.

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Abstract

L'invention concerne un procédé, un appareil et un dispositif de traitement de tâches d'expertise, et un support de stockage lisible par ordinateur Le procédé comprend les étapes suivantes : réception d'une instruction de compte rendu de sinistre déclenchée par un client sur la base d'un côté client, et extraction d'une tâche en attente d'une expertise et d'informations de localisation d'un accident, à partir de l'instruction de compte rendu de sinistre (S10) ; détermination d'informations de disponibilité actuelle d'un inspecteur à l'intérieur d'une zone géographique dont relèvent les informations de localisation de l'accident (S20) ; exécution d'un traitement automatique d'appel sur une tâche d'appel sortant pour obtenir un résultat d'appel sortant (S30) ; mise en correspondance d'un second numéro de téléphone virtuel pour le client (S40) ; et envoi d'un premier numéro de téléphone virtuel au client, et envoi du second numéro à un terminal d'un inspecteur cible, de sorte que l'inspecteur cible et le client communiquent l'un avec l'autre via le premier et le second numéro de téléphone virtuel pour traiter la tâche en attente d'une expertise (S50). L'invention permet de simplifier la procédure d'expertise d'assurance de biens, et de protéger la confidentialité des numéros de téléphone réels d'un client et d'un inspecteur.
PCT/CN2018/122827 2018-08-27 2018-12-21 Procédé, appareil et dispositif de traitement de tâches d'expertise, et support de stockage lisible par ordinateur WO2020042472A1 (fr)

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CN201810979912.6A CN109685667A (zh) 2018-08-27 2018-08-27 查勘任务处理方法、装置、设备及计算机可读存储介质
CN201810979912.6 2018-08-27

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CN111583020A (zh) * 2020-04-30 2020-08-25 中国工商银行股份有限公司 基于共享平台的作业方法及装置
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