Complaint management method, device, computer equipment and storage medium

Abstract

The present application relates to the field of data processing technology, and in particular to a method, device, computer equipment and storage medium for managing complaints. The method includes: receiving real-time voice initiated by a user end for business complaints; parsing the real-time voice through a voice recognition system to obtain a complaint text in text form; the complaint text contains the user's identity and complaint information; searching for business information matching the identity from a database, and entering the found business information and complaint information into a complaint form as a complaint; determining the complaint type based on keywords in the complaint information, and searching for the case handler identification of the corresponding handling agency according to the complaint type; sending the entered complaint form according to the case handler identification, so that the receiving end can handle the case according to the received complaint form. The use of this method can shorten the acceptance time of complaints, thereby improving the efficiency of handling complaints.

Description

Technical Field

[0001] The present application relates to the field of data processing technology, and in particular to a complaint management method, apparatus, computer equipment and storage medium. Background Art

[0002] With the continuous development of Internet technology, users can handle various services at home through smart terminals without leaving their homes. However, when users handle or use the services they handle, there is a large gap between user satisfaction and expectations due to various reasons, and complaints are filed, resulting in complaints against the corresponding services.

[0003] At present, for complaint requests initiated by users, relevant responsible personnel manually record the complaint information on the management system, obtain the corresponding business complaint, and then notify the corresponding processing agency of the business complaint. The liaison personnel of the processing agency then handle the received business complaint, which prolongs the acceptance time of the complaint and makes the handling efficiency of the complaint low. Summary of the invention

[0004] Based on this, it is necessary to provide a complaint management method, device, computer equipment and storage medium to address the above technical issues, which can shorten the acceptance time of complaints and thus improve the efficiency of complaint processing.

[0005] A method for managing complaints, the method comprising:

[0006] Receive real-time voice messages initiated by users for service complaints;

[0007] The real-time voice is analyzed by a voice recognition system to obtain a complaint text in text form; the complaint text contains the user's identity and complaint information;

[0008] Searching for business information matching the identity identifier from a database, and entering the found business information and the complaint information into a complaint form as a complaint;

[0009] Determine the complaint type based on the keywords in the complaint information, and search for the case handler identifier of the corresponding handling agency according to the complaint type;

[0010] The complaint form after input is sent according to the case handler identification so that the receiving end can handle the case according to the received complaint form.

[0011] In one embodiment, searching for the case handler identifier of the corresponding handling agency according to the complaint type includes:

[0012] Sending case handler information of a handling agency corresponding to the complaint type to the agent terminal, so that the agent terminal displays the case handler information through a handler selection page; the case handler information includes multiple candidate handler identifiers of the corresponding handling agency;

[0013] Detecting a selection instruction triggered on the handler selection page;

[0014] The case handler identifier specified by the selection instruction is selected from the plurality of candidate handler identifiers.

[0015] In one embodiment, after receiving the real-time voice initiated by the user terminal for service complaints, the method further includes:

[0016] Sending a location acquisition request to the user terminal;

[0017] Receive the location information sent by the user terminal in response to the location acquisition request, and save the location information and the corresponding case type, so as to generate a chart for representing the relationship between the complaint and the area based on the saved location information and the case type.

[0018] In one embodiment, the method further comprises:

[0019] When an instruction to count complaints by region is detected, the target region to which each complaint belongs is determined based on the stored location information;

[0020] Obtain the number and type of complaints in each of the target areas;

[0021] Generating a first chart according to the number of complaints in each of the target areas; the first chart is used to represent the total number of complaints in each of the target areas;

[0022] A second chart is generated according to the number and type of complaints in each of the target areas; the second chart is used to represent the number of complaints of the corresponding complaint type in each of the target areas.

[0023] In one embodiment, after sending the completed complaint form according to the case handler identification, the method further includes:

[0024] Collect the progress information and corresponding processing time of complaints at each processing node in real time;

[0025] When the progress information is updated, a progress chart for handling the complaint is generated according to the progress information of each processing node and the corresponding processing time;

[0026] Obtain the user end communication identifier corresponding to the progress chart of the complaint;

[0027] The generated progress graph is pushed according to the user terminal communication identifier.

[0028] In one embodiment, the method is applied to a case management system; the method further comprises:

[0029] Generate a case number corresponding to the complaint and send it to the user terminal;

[0030] The obtaining of the user terminal communication identifier corresponding to the progress chart of the complaint includes:

[0031] When the user terminal is associated with the case management system using the user terminal communication identifier through the social application, receiving a message sent by the user terminal including the case number and the user terminal communication identifier;

[0032] Parsing the case number and the user terminal communication identifier from the received message;

[0033] The progress graph generated by pushing the communication identifier of the user terminal includes:

[0034] When the case number obtained by parsing matches the generated case number, the generated progress chart is pushed according to the user terminal communication identifier.

[0035] In one embodiment, the method further comprises:

[0036] Collecting evaluation information sent by the user terminal based on the case handler's handling of the complaint; the evaluation information includes whether the complaint is handled in a timely manner and / or the case handler's attitude when handling the complaint;

[0037] The case handler identifiers of the processing agency are sorted according to the evaluation information sent by the user terminal.

[0038] A complaint management device, comprising:

[0039] A voice receiving module, used for receiving real-time voice initiated by a user terminal for service complaints;

[0040] A speech analysis module, used to analyze the real-time speech through a speech recognition system to obtain a complaint text in text form; the complaint text contains the user's identity and complaint information;

[0041] An information filling module is used to search the database for business information matching the identity identifier, and enter the found business information and the complaint information into the complaint form as a complaint;

[0042] A handler identification search module is used to determine the complaint type based on the keywords in the complaint information, and to search for the case handler identification of the corresponding handling agency according to the complaint type;

[0043] The complaint form sending module is used to send the complaint form after input according to the case handler identification, so that the receiving end can handle the case according to the received complaint form.

[0044] In one of the embodiments, the handler identification search module is also used to: send the case handler information of the processing agency corresponding to the complaint type to the agent terminal, so that the agent terminal displays the case handler information through a handler selection page; the case handler information includes multiple candidate handler identifications of the corresponding processing agency; detect the selection instruction triggered on the handler selection page; and select the case handler identification specified by the selection instruction from the multiple candidate handler identifications.

[0045] In one embodiment, the device further comprises:

[0046] A location acquisition request sending module, used for sending a location acquisition request to the user terminal;

[0047] A location information receiving module is used to receive the location information sent by the user terminal in response to the location acquisition request, and save the location information and the corresponding case type, so as to generate a chart representing the relationship between the complaint and the area based on the saved location information and the case type.

[0048] In one embodiment, the device further comprises:

[0049] A target area determination module, for determining the target area to which each complaint belongs based on the stored location information when an instruction to count complaints by area is detected;

[0050] A data acquisition module, used to obtain the number and type of complaints in each target area;

[0051] A chart generating module, for generating a first chart according to the number of complaints in each of the target areas; the first chart is used to represent the total number of complaints in each of the target areas;

[0052] The chart generation module is also used to generate a second chart according to the number and type of complaints in each of the target areas; the second chart is used to represent the number of complaints of the corresponding complaint type in each of the areas.

[0053] In one embodiment, the device further comprises:

[0054] The information collection module is used to collect the progress information of complaints at each processing node and the corresponding processing time in real time;

[0055] A progress chart generating module, used for generating a progress chart for handling complaints according to the progress information of each processing node and the corresponding processing time when the progress information is updated;

[0056] A communication identification acquisition module, used to acquire a user-side communication identification corresponding to the progress chart of the complaint;

[0057] The progress chart push module is used to push the generated progress chart according to the user terminal communication identifier.

[0058] In one embodiment, the method is applied to a case management system; the device further comprises:

[0059] A case number generation module, used to generate a case number corresponding to the complaint and send it to the user terminal;

[0060] The communication identification acquisition module is also used to receive a message including the case number and the user terminal communication identification sent by the user terminal when the user terminal uses the user terminal communication identification to associate with the case management system through the social application; parse the case number and the user terminal communication identification from the received message;

[0061] The progress chart pushing module is also used to push the generated progress chart according to the user terminal communication identifier when the case number obtained by parsing matches the generated case number.

[0062] In one embodiment, the device further comprises:

[0063] The information collection module is also used to collect evaluation information sent by the user terminal based on the case handler's handling of the complaint; the evaluation information includes whether the complaint is handled in a timely manner and / or the attitude information of the case handler when handling the complaint;

[0064] A sorting module is used to sort the case handler identifiers of the processing agency according to the evaluation information sent by the user terminal.

[0065] A computer device comprises a memory and a processor, wherein the memory stores a computer program, and when the processor executes the computer program, the following steps are implemented:

[0066] Receive real-time voice messages initiated by users for service complaints;

[0067] The real-time voice is analyzed by a voice recognition system to obtain a complaint text in text form; the complaint text contains the user's identity and complaint information;

[0068] Searching for business information matching the identity identifier from a database, and entering the found business information and the complaint information into a complaint form as a complaint;

[0069] Determine the complaint type based on the keywords in the complaint information, and search for the case handler identifier of the corresponding handling agency according to the complaint type;

[0070] The complaint form after input is sent according to the case handler identification so that the receiving end can handle the case according to the received complaint form.

[0071] A computer-readable storage medium stores a computer program, which, when executed by a processor, implements the following steps:

[0072] Receive real-time voice messages initiated by users for service complaints;

[0073] The real-time voice is analyzed by a voice recognition system to obtain a complaint text in text form; the complaint text contains the user's identity and complaint information;

[0074] Searching for business information matching the identity identifier from a database, and entering the found business information and the complaint information into a complaint form as a complaint;

[0075] Determine the complaint type based on the keywords in the complaint information, and search for the case handler identifier of the corresponding handling agency according to the complaint type;

[0076] The complaint form after input is sent according to the case handler identification so that the receiving end can handle the case according to the received complaint form.

[0077] The above-mentioned complaint management method, device, computer equipment and storage medium analyze the real-time voice initiated by the user end through artificial intelligence voice recognition to obtain the complaint text containing the user's identity and complaint information, avoiding the manual recording of the user's identity and complaint information by human agents, reducing the workload of agents and shortening the time for case acceptance. Search the database for business information matching the identity, enter the found business information and the complaint information as complaints into the complaint form, and send the complaint form to the case handler identification of the corresponding processing agency, avoiding the problem of manual filling of forms by human agents, reducing the workload of agents and shortening the time for case acceptance, thereby effectively improving the efficiency of complaint processing. BRIEF DESCRIPTION OF THE DRAWINGS

[0078] Figure 1 This is an application scenario diagram of a method for managing complaints in one embodiment;

[0079] Figure 2 A flowchart of a method for managing complaints in one embodiment;

[0080] Figure 3 A flowchart diagram of the steps of sending a progress chart of complaint handling to a user terminal in one embodiment;

[0081] Figure 4 A structural block diagram of a complaint management device in one embodiment;

[0082] Figure 5 A structural block diagram of a complaint management device in another embodiment;

[0083] Figure 6 FIG. 4 is a diagram showing the internal structure of a computer device in one embodiment. DETAILED DESCRIPTION

[0084] In order to make the purpose, technical solution and advantages of the present application more clearly understood, the present application is further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain the present application and are not used to limit the present application.

[0085] The complaint management method provided in this application can be applied to: Figure 1 In the application environment shown in the figure, the terminal 102, the server 104, the server 106, the terminal 108, the telephone landline 110 and the seat terminal 112 communicate with each other through the network, as shown in the figure. Figure 1 As shown. The server 104 receives the real-time voice initiated by the terminal 102 through the telephone landline 110 to complain that the service satisfaction does not meet the expected value; the real-time voice is analyzed by the voice recognition system to obtain the complaint text in text form; the complaint text contains the user's identity and complaint information; the business information matching the identity is searched from the database, and the found business information and complaint information are entered into the complaint form as a complaint; the complaint type is determined according to the keywords in the complaint information, and the case handler identification of the corresponding processing agency is searched from the server 106 according to the complaint type; the complaint form after entry is sent according to the case handler identification, so that the terminal 108 can handle the case according to the received complaint form. Among them, the terminal 102 can be a smart phone, a tablet computer that can make calls, and a portable wearable device. The terminal 108 and the seat terminal 112 can be, but not limited to, various personal computers, laptops, smart phones, tablet computers, and portable wearable devices. The server 104 and the server 106 can be implemented by independent servers or server clusters composed of multiple servers.

[0086] In one embodiment, Figure 2 As shown, a method for managing complaints is provided, which is applied to Figure 1 Taking the server 104 in the example as an example, the following steps are included:

[0087] S202, receiving a real-time voice message initiated by a user terminal for making a service complaint.

[0088] The user terminal mentioned above may refer to a device on the user side, such as a mobile terminal such as a smart phone, a tablet computer, and a landline phone. The services mentioned above may be a recharge service, a financial management service, an insurance service, and the like.

[0089] In one embodiment, a real-time voice message is received from a user terminal complaining that service satisfaction does not meet expectations.

[0090] In one embodiment, the user terminal collects the real-time voice of the user through the built-in microphone, and sends the real-time voice to the telephone landline connected to it and used by the seat personnel, and the telephone landline sends the received real-time voice to the server. The real-time voice is the voice of the user complaining that the satisfaction of the service does not meet the expected value.

[0091] Among them, the above-mentioned seat personnel can be an intelligent robot or a manual operator who receives user telephone complaints. The following explanation is taken as an example in which the seat personnel is a manual operator.

[0092] In one embodiment, the complaint management method can be applied to a case management system, which runs on a server, and the server connects the case management system to a telephone landline used by an agent. When the user terminal collects the user's real-time voice, the user terminal sends the collected real-time voice to the telephone landline, and the telephone landline sends the received real-time voice to the case management system of the server, and the server obtains the real-time voice initiated by the user terminal through the case management system.

[0093] S204, analyzing the real-time voice through artificial intelligence voice recognition to obtain a complaint text in text form; the complaint text contains the user's identity and complaint information.

[0094] The user's identity identifier may be the user's name, ID number, and mobile phone number. The complaint information may include the specific content of the complaint and the business involved. The specific content of the complaint may be, for example, dissatisfaction with the amount of damage assessment, dissatisfaction with the progress of insurance compensation, etc. The business involved in the complaint may be vehicle insurance, disease insurance, and life insurance, etc. The format of the complaint text may be TXT file format, XML (eXtensible Markup Language) format, JSON (JavaScript Object Notation), etc.

[0095] In one embodiment, the server uses an artificial intelligence voice recognition system through a case management system to recognize the received real-time voice, obtains the complaint text in text form, and saves it.

[0096] S206, searching the database for business information matching the identity identifier, and entering the found business information and complaint information into a complaint table as a complaint.

[0097] Among them, business information may be information about the business handled by the user, including basic information of the user, basic information of the business, and contract or order information signed with the user. For example, for insurance policy business, the above business information may include: user name, gender and age, name of the insurance policy, protection scope, corresponding compensation amount and insurance company deductible matters, and insurance policy contract signed with the user. The insurance policy contract may include the time and place of the business handled by the user, the staff handling the business, basic information of the insurance policy, and matters to be followed by the user.

[0098] In one embodiment, the server regards the found business information and complaint information as a complaint, and generates a case number and / or a case name for the complaint. When the corresponding complaint needs to be found, the server can find the corresponding complaint by case number or case name. The case number can be composed of numbers, or a combination of numbers and letters. The case name can be composed of the key content of the complaint, or a combination of the key content of the complaint and a date, and the date can be the date when the complaint was initiated.

[0099] In one embodiment, when business information matching the identity identifier is found in the database, business keywords are extracted from the business information, and the extracted business keywords and complaint information are entered into the complaint table as a complaint. The business keywords may include the name of the business, the time and location of the business handled by the user, the staff member handling the business, etc.

[0100] S208, determining the complaint type based on the keywords in the complaint information, and searching for the case handler identifier of the corresponding handling agency according to the complaint type.

[0101] The case handler identification may include the case handler's image identification and communication identification. The complaint types may be complaints about marketing and business development, bill payment, product delivery, correction and return, rescue issues, damage investigation and assessment, bill collection and payment, case reporting and cancellation, value-added services, and return visits.

[0102] In one embodiment, when the complaint type is determined based on the keywords in the complaint text, the server outputs the determined complaint type so that the complaint type is displayed on the front page of the agent terminal used by the agent for confirmation by the agent. When receiving the input confirmation instruction, the server determines the complaint type displayed on the front page as the user's final complaint type, thereby reducing the workload of the agent.

[0103] In one embodiment, the step of searching for the case handler identification of the corresponding processing agency according to the complaint type in S208 may specifically include: sending the case handler information of the processing agency corresponding to the complaint type to the agent terminal, so that the agent terminal displays the case handler information through a handler selection page; the case handler information includes multiple candidate handler identifications of the corresponding processing agency; detecting a selection instruction triggered on the handler selection page; and selecting the case handler identification specified by the selection instruction from the multiple candidate handler identifications.

[0104] In addition to the case handler identification, the case handler information may also include the number of complaints currently handled by the case handler and basic information. The basic information of the case handler may include at least one of the following: the case handler's gender, age, education, historical complaint handling information, user evaluation information, and work resume. The agent can understand the current workload of each case handler through the number of complaints currently handled by the case handler, and allocating complaints according to the workload can be conducive to the balanced distribution of complaints.

[0105] For example, the agent displays a handler selection page of the handling agency corresponding to the user's complaint type through the agent terminal, and performs a selection operation on the handler selection page by touching or clicking the mouse, generates a selection instruction based on the selection operation, and sends the selection instruction to the server. The handler selection page may display the case handler identification and basic information of at least one candidate handler of the corresponding handling agency.

[0106] S210, sending the completed complaint form according to the case handler ID so that the receiving end can handle the case according to the received complaint form.

[0107] In one embodiment, in order to prevent the business information and complaint information in the complaint form from being leaked, the server encrypts the complaint form before sending it, such as encrypting the complaint form with a public key, and the receiving end uses the corresponding private key to decrypt it after receiving the complaint form.

[0108] In one embodiment, when the case management system receives a large number of complaints, the server may package and compress the complaint forms belonging to the same processing agency, and then send the packaged and compressed files to the server of the processing agency (e.g. Figure 1 The server 106 in the processing organization analyzes the information and then distributes it to the corresponding processor.

[0109] In one embodiment, after S202, the method further includes: sending a location acquisition request to the user terminal; receiving location information sent by the user terminal for the location acquisition request, and saving the location information and the corresponding case type, so as to generate a chart for representing the relationship between the complaint and the area based on the saved location information and case type.

[0110] In one embodiment, the method may also include: when an instruction to count complaints by region is detected, determining the target region to which each complaint belongs based on the saved location information; obtaining the number and type of complaints in each target region; generating a first chart according to the number of complaints in each target region; the first chart is used to represent the total number of complaints in each region; generating a second chart according to the number and type of complaints in each target region; the second chart is used to represent the number of complaints of the corresponding complaint type in each region.

[0111] The first chart generated may be a pie chart or a bar chart. The second chart generated may be a plurality of pie charts or bar charts generated according to the regions. The number of the second charts may be the same as the number of the regions.

[0112] As an example, when receiving a real-time voice complaint initiated by user A about the fact that the satisfaction with the vehicle insurance business does not meet the expected value, the server sends a location acquisition request to the user terminal; receives the location information in response to the location acquisition request, and saves the location information and the corresponding case type. When it is necessary to collect statistics on complaints in various regions, the server classifies and counts the saved location information by region through the management system, determines the distribution of case types initiated by each region, and then displays it in the form of a chart, so that personalized processing can be carried out and the complaint processing service can be improved according to the regional characteristics. Among them, the above-mentioned regions can be based on cities or provinces.

[0113] In one embodiment, the method may also include: the server collects evaluation information sent by the user terminal based on the case handler's handling of the complaint; the evaluation information includes whether the complaint is handled in a timely manner, and / or the attitude information of the case handler when handling the complaint; and the case handler identifiers of the processing agency are sorted according to the evaluation information sent by the user terminal.

[0114] As an example, the application of the complaint management method to the case management system is used as an example. The case management system runs on the server. The user initiates a complaint request against business A through the complaint hotline. After receiving the user's complaint request, the agent communicates with the user to inquire about the user's basic information and the content of the complaint. The telephone landline transmits the real-time voice generated by the user when replying to the agent's consultation questions to the case management system. After receiving the user's real-time voice, the case management system uses voice recognition technology to recognize the real-time voice and obtains the corresponding complaint text containing the user's basic information and complaint content. The case management system automatically gives the recommended complaint type to the agent for reference based on the keywords in the complaint content. The agent determines the user's final complaint type and finds the corresponding case handler according to the complaint type. In addition, the case management system also searches for the business information of the corresponding business A based on the identity identifier in the user's basic information (such as the user's ID number and name), fills in the complaint form, and sends the complaint form to the case handler for case complaint handling. The case management system also records the handling progress of the complaint in real time and sends the processing progress to the user so that the user can understand the handling status of the complaint in a timely manner.

[0115] In the above embodiment, the real-time voice initiated by the user end is parsed by artificial intelligence voice recognition to obtain a complaint text containing the user's identity and complaint information, thereby avoiding the manual recording of the user's identity and complaint information by human agents, reducing the workload of agents and facilitating shortening the time for case handling. The business information matching the identity is searched from the database, the business information found and the complaint information are entered into the complaint form as a complaint, and the complaint form is sent to the case handler ID of the corresponding processing agency, thereby avoiding the problem of manual filling of forms by human agents, reducing the workload of agents and shortening the time for case handling, thereby effectively improving the efficiency of complaint handling.

[0116] In one embodiment, after S210, the method further includes:

[0117] S302, collect the progress information and corresponding processing time of the complaint at each processing node in real time.

[0118] The processing node may refer to: when handling a complaint according to the case handling process, the handling of the complaint may involve different case handlers to handle the process nodes, and the nodes involved in the process may be called processing nodes. The progress information refers to the current processing node of the complaint when handling the complaint according to the processing process. The processing time may be the execution time of each node.

[0119] S304: When the progress information is updated, a progress chart for handling the complaint is generated according to the progress information of each processing node and the corresponding processing time.

[0120] The progress chart may be: a progress chart for complaint case handling is generated with time as the axis and the processing progress of each node as the event node.

[0121] S306, obtaining the user-side communication identifier corresponding to the progress chart of the complaint.

[0122] Among them, the user terminal communication identifier is used to identify the user terminal, such as a device serial number; or to identify the user using the user terminal, such as a user name, email account, and other social accounts.

[0123] In one embodiment, the method is applied to a case management system; S306 may specifically include: when the user terminal uses a user terminal communication identifier to associate with the case management system through a social application, receiving a message sent by the user terminal containing the case number and the user terminal communication identifier; parsing the case number and the user terminal communication identifier from the received message.

[0124] S308: Push the generated progress chart according to the user terminal communication identifier.

[0125] In one embodiment, the case management system can record the user's communication account, which can be a mobile phone number, an email account, an instant messaging account, or a customer account of the client case management system, etc. After S210, the case management system monitors the processing progress and corresponding processing time of each node of the case in real time, generates a progress chart about the handling of the complaint case with time as the axis and the processing progress of each node as the event node, and sends the generated progress chart to the user's social account.

[0126] For example, a user purchased a vehicle flood insurance. After the vehicle was flooded, the user was dissatisfied with the damage assessment amount and filed a complaint. The corresponding case handler re-inspected the flooded vehicle and re-assessed the damage, and recorded the processing progress in the case management system. When the processing progress is updated, the case management system will push the processing progress to the user's communication account in the form of a progress chart, so that the user can view the processing progress in real time to improve the user experience.

[0127] In one embodiment, the method is applied to a case management system; the method also includes: generating a case number corresponding to the complaint and sending it to the user terminal; when the user terminal uses a user terminal communication identifier to associate with the case management system through a social application, receiving a message sent by the user terminal containing the case number and the user terminal communication identifier; parsing the case number and the user terminal communication identifier from the received message; when the case number obtained by parsing matches the generated case number, pushing the generated progress chart according to the user terminal communication identifier.

[0128] In one embodiment, after a user files a complaint, the case management system can generate a case number. After the user follows the public account of the case management system through a social application, the user can enter the case number to view the progress of the complaint case in real time. If the case is not processed within the specified time, a reminder message can be sent to the case handler to remind the case handler to handle it. It should be noted that the case number only needs to be entered once in the public account, and the progress reminder information can be pushed as long as the case processing progress is updated, so that the user can view the processing progress in real time.

[0129] In the above embodiment, a progress chart for handling complaints is generated according to the progress information of each processing node and the corresponding processing time. The progress chart generated is pushed based on the user-side communication identifier, and the user can view the processing progress of the complaint in real time, which can help improve the user experience.

[0130] It should be understood that although Figure 2-3 The steps in the flowchart are shown in sequence as indicated by the arrows, but these steps are not necessarily executed in the order indicated by the arrows. Unless otherwise specified in this document, there is no strict order restriction for the execution of these steps, and these steps can be executed in other orders. Moreover, Figure 2-3 At least part of the steps may include multiple sub-steps or multiple stages. These sub-steps or stages are not necessarily executed at the same time, but can be executed at different times. The execution order of these sub-steps or stages is not necessarily sequential, but can be executed in turn or alternately with other steps or at least part of the sub-steps or stages of other steps.

[0131] In one embodiment, Figure 4 As shown, a complaint management device is provided, including: a voice receiving module 402, a voice parsing module 404, an information filling module 406, a handler identification search module 408 and a complaint form sending module 410, wherein:

[0132] The voice receiving module 402 is used to receive the real-time voice initiated by the user end for service complaints;

[0133] The speech analysis module 404 is used to analyze the real-time speech by artificial intelligence speech recognition to obtain the complaint text in text form; the complaint text contains the user's identity and complaint information;

[0134] The information filling module 406 is used to search the database for business information matching the identity identifier, and enter the found business information and complaint information into the complaint form as a complaint;

[0135] The case handler identification search module 408 is used to determine the complaint type according to the keywords in the complaint information, and to search for the case handler identification of the corresponding handling agency according to the complaint type;

[0136] The complaint form sending module 410 is used to send the completed complaint form according to the case handler identification, so that the receiving end can handle the case according to the received complaint form.

[0137] In one of the embodiments, the handler identification search module 408 is also used to: send the case handler information of the processing agency corresponding to the complaint type to the agent terminal, so that the agent terminal displays the case handler information through the handler selection page; the case handler information includes multiple candidate handler identifications of the corresponding processing agency; detect the selection instruction triggered on the handler selection page; and select the case handler identification specified by the selection instruction from the multiple candidate handler identifications.

[0138] In one embodiment, if Figure 5 As shown, the device also includes:

[0139] A location acquisition request sending module 412 is used to send a location acquisition request to a user terminal;

[0140] The location information receiving module 414 is used to receive the location information sent by the user terminal in response to the location acquisition request, and save the location information and the corresponding case type, so as to generate a chart representing the relationship between the complaint and the area based on the saved location information and case type.

[0141] In one embodiment, if Figure 5 As shown, the device also includes:

[0142] The target area determination module 416 is used to determine the target area to which each complaint belongs according to the stored location information when an instruction to count complaints by area is detected;

[0143] The data acquisition module 418 is used to obtain the number and type of complaints in each target area;

[0144] A chart generating module 420 is used to generate a first chart according to the number of complaints in each target area; the first chart is used to represent the total number of complaints in each area;

[0145] The chart generation module 420 is also used to generate a second chart according to the number of complaints and complaint types in each target area; the second chart is used to represent the number of complaints under the corresponding complaint type in each area.

[0146] In the above embodiment, the real-time voice initiated by the user end is parsed by artificial intelligence voice recognition to obtain a complaint text containing the user's identity and complaint information, thereby avoiding the manual recording of the user's identity and complaint information by human agents, reducing the workload of agents and facilitating shortening the time for case handling. The business information matching the identity is searched from the database, the business information found and the complaint information are entered into the complaint form as a complaint, and the complaint form is sent to the case handler ID of the corresponding processing agency, thereby avoiding the problem of manual filling of forms by human agents, reducing the workload of agents and shortening the time for case handling, thereby effectively improving the efficiency of complaint handling.

[0147] In one embodiment, if Figure 5 As shown, the device also includes:

[0148] Information collection module 422, used to collect progress information and corresponding processing time of complaints at each processing node in real time;

[0149] A progress chart generating module 424 is used to generate a progress chart for processing the complaint according to the progress information of each processing node and the corresponding processing time when the progress information is updated;

[0150] The communication identification acquisition module 426 is used to acquire the user terminal communication identification corresponding to the progress chart of the complaint;

[0151] The progress chart push module 428 is used to push the generated progress chart according to the user terminal communication identifier.

[0152] In one embodiment, the method is applied to a case management system; Figure 5 As shown, the device also includes:

[0153] The case number generation module 430 is used to generate a case number corresponding to the complaint and send it to the user end;

[0154] The communication identification acquisition module 426 is also used to receive a message including a case number and a user terminal communication identification sent by the user terminal when the user terminal uses the user terminal communication identification to associate with the case management system through the social application; and parse the case number and the user terminal communication identification from the received message;

[0155] The progress chart push module 428 is also used to push the generated progress chart according to the user terminal communication identifier when the case number obtained by parsing matches the generated case number.

[0156] In the above embodiment, a progress chart for handling complaints is generated according to the progress information of each processing node and the corresponding processing time. The progress chart generated is pushed based on the user-side communication identifier, and the user can view the processing progress of the complaint in real time, which can help improve the user experience.

[0157] In one embodiment, if Figure 5 As shown, the device also includes:

[0158] The information collection module 422 is also used to collect evaluation information sent by the user end based on the case handler's handling of the complaint; the evaluation information includes whether the complaint is handled in a timely manner and / or the attitude information of the case handler when handling the complaint;

[0159] The sorting module 432 is used to sort the case handler identifiers of the processing agency according to the evaluation information sent by the user terminal.

[0160] For the specific definition of the complaint management device, please refer to the definition of the complaint management method above, which will not be repeated here. Each module in the above-mentioned complaint management device can be implemented in whole or in part by software, hardware and a combination thereof. The above-mentioned modules can be embedded in or independent of the processor in the computer device in the form of hardware, or can be stored in the memory of the computer device in the form of software, so that the processor can call and execute the operations corresponding to the above modules.

[0161] In one embodiment, a computer device is provided. The computer device may be a server, and its internal structure diagram may be as follows: Figure 6 As shown. The computer device includes a processor, a memory, a network interface and a database connected through a system bus. Among them, the processor of the computer device is used to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, a computer program and a database. The internal memory provides an environment for the operation of the operating system and computer program in the non-volatile storage medium. The database of the computer device is used to store complaint information, business information and other data. The network interface of the computer device is used to communicate with an external terminal through a network connection. When the computer program is executed by the processor, a method for managing complaints is implemented.

[0162] Those skilled in the art will understand that Figure 6The structure shown in the figure is only a block diagram of a part of the structure related to the solution of the present application, and does not constitute a limitation on the computer device to which the solution of the present application is applied. The specific computer device may include more or fewer components than those shown in the figure, or combine certain components, or have a different arrangement of components.

[0163] In one embodiment, a computer device is provided, including a memory and a processor, wherein the memory stores a computer program, and the processor implements the following steps when executing the computer program: receiving real-time voice initiated by a user end for a business complaint; parsing the real-time voice through artificial intelligence voice recognition to obtain a complaint text in text form; the complaint text contains the user's identity and complaint information; searching for business information matching the identity from a database, and entering the found business information and complaint information into a complaint form as a complaint; determining the complaint type based on keywords in the complaint information, and searching for the case handler identifier of the corresponding processing agency according to the complaint type; and sending the entered complaint form according to the case handler identifier so that the receiving end can process the case according to the received complaint form.

[0164] In one embodiment, the processor also implements the following steps when executing the computer program: sending the case handler information of the processing agency corresponding to the complaint type to the agent terminal, so that the agent terminal displays the case handler information through the handler selection page; the case handler information includes multiple candidate handler identifiers of the corresponding processing agency; detecting the selection instruction triggered on the handler selection page; and selecting the case handler identifier specified by the selection instruction from the multiple candidate handler identifiers.

[0165] In one embodiment, when the processor executes the computer program, it also implements the following steps: sending a location acquisition request to the user terminal; receiving location information sent by the user terminal in response to the location acquisition request, and saving the location information and the corresponding case type, so as to generate a chart representing the relationship between the complaint and the area based on the saved location information and case type.

[0166] In one embodiment, the processor also implements the following steps when executing the computer program: when an instruction to count complaints by area is detected, the target area to which each complaint belongs is determined based on the saved location information; the number and type of complaints in each target area are obtained; a first chart is generated according to the number of complaints in each target area; the first chart is used to represent the total number of complaints in each area; a second chart is generated according to the number and type of complaints in each target area; the second chart is used to represent the number of complaints of the corresponding complaint type in each area.

[0167] In one embodiment, when the processor executes the computer program, the following steps are also implemented: real-time collection of progress information and corresponding processing time of the complaint at each processing node; when the progress information is updated, generating a progress chart for processing the complaint according to the progress information and corresponding processing time of each processing node; obtaining the user-side communication identifier corresponding to the progress chart of the complaint; and pushing the generated progress chart according to the user-side communication identifier.

[0168] In one embodiment, the complaint management method is applied to a case management system; when the processor executes the computer program, the following steps are also implemented: a case number corresponding to the complaint is generated and sent to the user terminal; when the user terminal uses the user terminal communication identifier to associate with the case management system through a social application, a message containing the case number and the user terminal communication identifier is received from the user terminal; the case number and the user terminal communication identifier are parsed from the received message; when the case number obtained by parsing matches the generated case number, the generated progress chart is pushed according to the user terminal communication identifier.

[0169] In one embodiment, when the processor executes the computer program, the following steps are also implemented: collecting evaluation information sent by the user terminal based on the case handler's handling of the complaint; the evaluation information includes whether the complaint is handled in a timely manner, and / or the attitude information of the case handler when handling the complaint; and sorting the case handler identifiers of the processing agency based on the evaluation information sent by the user terminal.

[0170] In one embodiment, a computer-readable storage medium is provided, on which a computer program is stored. When the computer program is executed by a processor, the following steps are implemented: receiving real-time voice initiated by a user end for a business complaint; parsing the real-time voice through artificial intelligence voice recognition to obtain a complaint text in text form; the complaint text contains the user's identity and complaint information; searching for business information matching the identity from a database, and entering the found business information and complaint information into a complaint form as a complaint; determining the complaint type based on keywords in the complaint information, and searching for the case handler identifier of the corresponding processing agency according to the complaint type; sending the entered complaint form according to the case handler identifier so that the receiving end can handle the case according to the received complaint form.

[0171] In one embodiment, when the computer program is executed by the processor, the following steps are also implemented: sending the case handler information of the processing agency corresponding to the complaint type to the agent terminal, so that the agent terminal displays the case handler information through the handler selection page; the case handler information includes multiple candidate handler identifiers of the corresponding processing agency; detecting the selection instruction triggered on the handler selection page; and selecting the case handler identifier specified by the selection instruction from the multiple candidate handler identifiers.

[0172] In one embodiment, when the computer program is executed by the processor, the following steps are also implemented: sending a location acquisition request to the user terminal; receiving location information sent by the user terminal in response to the location acquisition request, and saving the location information and the corresponding case type, so as to generate a chart representing the relationship between the complaint and the area based on the saved location information and case type.

[0173] In one embodiment, when the computer program is executed by the processor, the following steps are also implemented: when an instruction to count complaints by area is detected, the target area to which each complaint belongs is determined based on the saved location information; the number and type of complaints in each target area are obtained; a first chart is generated according to the number of complaints in each target area; the first chart is used to represent the total number of complaints in each area; a second chart is generated according to the number and type of complaints in each target area; the second chart is used to represent the number of complaints of the corresponding complaint type in each area.

[0174] In one embodiment, when the computer program is executed by the processor, the following steps are also implemented: real-time collection of progress information and corresponding processing time of complaints at each processing node; when the progress information is updated, generating a progress chart for processing the complaints according to the progress information and corresponding processing time of each processing node; obtaining a user-side communication identifier corresponding to the progress chart of the complaint; and pushing the generated progress chart according to the user-side communication identifier.

[0175] In one embodiment, the complaint management method is applied to a case management system; when the computer program is executed by the processor, the following steps are also implemented: a case number corresponding to the complaint is generated and sent to the user terminal; when the user terminal uses the user terminal communication identifier to associate with the case management system through a social application, a message containing the case number and the user terminal communication identifier is received from the user terminal; the case number and the user terminal communication identifier are parsed from the received message; when the case number obtained by parsing matches the generated case number, the generated progress chart is pushed according to the user terminal communication identifier.

[0176] In one embodiment, when the computer program is executed by the processor, the following steps are also implemented: collecting evaluation information sent by the user terminal based on the case handler's handling of the complaint; the evaluation information includes whether the complaint is handled in a timely manner, and / or the attitude information of the case handler when handling the complaint; and sorting the case handler identifiers of the processing agency based on the evaluation information sent by the user terminal.

[0177] It should be noted that the user data involved in this application, including but not limited to the user's device information and personal information (such as ID number), are data authorized by the user or fully authorized by all parties, and the collection, use and processing of relevant data must comply with relevant laws, regulations and standards of relevant countries and regions.

[0178] Those skilled in the art can understand that all or part of the processes in the above-mentioned embodiment methods can be completed by instructing the relevant hardware through a computer program, and the computer program can be stored in a non-volatile computer-readable storage medium. When the computer program is executed, it can include the processes of the embodiments of the above-mentioned methods. Among them, any reference to memory, storage, database or other media used in the embodiments provided in this application can include non-volatile and / or volatile memory. Non-volatile memory can include read-only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM) or flash memory. Volatile memory can include random access memory (RAM) or external cache memory. As an illustration and not limitation, RAM is available in many forms, such as static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), double data rate SDRAM (DDRSDRAM), enhanced SDRAM (ESDRAM), synchronous link (Synchlink) DRAM (SLDRAM), memory bus (Rambus) direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM).

[0179] The technical features of the above embodiments may be combined arbitrarily. To make the description concise, not all possible combinations of the technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, they should be considered to be within the scope of this specification.

[0180] The above-mentioned embodiments only express several implementation methods of the present application, and the descriptions thereof are relatively specific and detailed, but they cannot be understood as limiting the scope of the invention patent. It should be pointed out that, for a person of ordinary skill in the art, several variations and improvements can be made without departing from the concept of the present application, and these all belong to the protection scope of the present application. Therefore, the protection scope of the patent of the present application shall be subject to the attached claims.

Claims

1. A method for managing complaints, the method being applied to a case management system, the case management system running on a server, the case management system communicating with a telephone landline of an agent, the method comprising: Acquiring real-time voice for service complaints initiated by the user end and received by the telephone landline; The business includes recharge business, financial management business and insurance business; The real-time voice is analyzed by a voice recognition system to obtain a complaint text in text form; the complaint text contains the user's identity and complaint information; Searching for business information matching the identity identifier from a database, and entering the found business information and the complaint information into a complaint form as a complaint; Determine the complaint type based on the keywords in the complaint information, and search for the case handler identifier of the corresponding handling agency according to the complaint type; Sending the completed complaint form according to the case handler identification so that the receiving end can handle the case according to the received complaint form; Generate a case number corresponding to the complaint and send it to the user end; After the user follows the public account of the case management system through the social application on the user terminal, a message including the case number and the user terminal communication identifier is received from the user terminal, where the case number in the message is the first time the user enters the public account; The case number and the user-side communication identifier are parsed from the received message; when the case number obtained by the analysis matches the generated case number, the generated progress chart is pushed according to the user-side communication identifier; wherein, after the case number is input once in the public account, when the processing progress of the complaint is updated, progress prompt information is pushed through the public account.

2. The method according to claim 1, characterized in that The case handler identification of the corresponding handling agency for searching according to the complaint type includes: Sending case handler information of a handling agency corresponding to the complaint type to the agent terminal, so that the agent terminal displays the case handler information through a handler selection page; the case handler information includes multiple candidate handler identifiers of the corresponding handling agency; Detecting a selection instruction triggered on the handler selection page; The case handler identifier specified by the selection instruction is selected from the plurality of candidate handler identifiers.

3. The method according to claim 1, characterized in that After receiving the real-time voice initiated by the user terminal for service complaints, the method further includes: Sending a location acquisition request to the user terminal; Receive the location information sent by the user terminal in response to the location acquisition request, and save the location information and the corresponding case type, so as to generate a chart for representing the relationship between the complaint and the area based on the saved location information and the case type.

4. The method according to claim 3, characterized in that The method further comprises: When an instruction to count complaints by region is detected, the target region to which each complaint belongs is determined based on the saved location information; Obtain the number and type of complaints in each of the target areas; Generating a first chart according to the number of complaints in each of the target areas; the first chart is used to represent the total number of complaints in each of the target areas; A second chart is generated according to the number and type of complaints in each of the target areas; the second chart is used to represent the number of complaints of the corresponding complaint type in each of the target areas.

5. The method according to claim 1, characterized in that After sending the completed complaint form according to the case handler identification, the method further includes: Collect the progress information and corresponding processing time of complaints at each processing node in real time; When the progress information is updated, a progress chart for handling the complaint is generated according to the progress information of each processing node and the corresponding processing time.

6. The method according to claim 1, characterized in that The step of entering the found business information and the complaint information into the complaint form as a complaint includes: Extracting business keywords from the business information; The business keywords and the complaint information are entered into the complaint form as a complaint item.

7. The method according to any one of claims 1 to 6, characterized in that: The method further comprises: Collecting evaluation information sent by the user terminal based on the case handler's handling of the complaint; the evaluation information includes whether the complaint is handled in a timely manner and / or the case handler's attitude when handling the complaint; The case handler identifiers of the processing agency are sorted according to the evaluation information sent by the user terminal.

8. A complaint management device, characterized in that: The method corresponding to the device is applied to a case management system, the case management system runs on a server, the case management system is connected to a telephone landline of an agent, and the device includes: A voice receiving module, used to obtain the real-time voice received by the landline telephone and initiated by the user end for service complaints; the services include recharge services, financial services and insurance services; A speech analysis module, used to analyze the real-time speech through a speech recognition system to obtain a complaint text in text form; the complaint text contains the user's identity and complaint information; An information filling module is used to search the database for business information matching the identity identifier, and enter the found business information and the complaint information into the complaint form as a complaint; A handler identification search module is used to determine the complaint type based on the keywords in the complaint information, and to search for the case handler identification of the corresponding handling agency according to the complaint type; A complaint form sending module, used to send the complaint form after input according to the case handler identification, so that the receiving end can process the case according to the received complaint form; A case number generation module, used to generate a case number corresponding to the complaint and send it to the user end; A communication identification acquisition module is used to receive a message including the case number and the user terminal communication identification sent by the user terminal after the user follows the public account of the case management system through the social application on the user terminal, wherein the case number in the message is the first time the user enters the public account; and parse the case number and the user terminal communication identification from the received message; A progress chart push module is used to push the generated progress chart according to the user terminal communication identifier when the case number obtained by analysis matches the generated case number; wherein, after the public account enters the case number once, when the processing progress of the complaint is updated, the progress prompt information is pushed through the public account.

9. A computer device comprising a memory and a processor, wherein the memory stores a computer program, wherein: When the processor executes the computer program, the steps of the method according to any one of claims 1 to 7 are implemented.

10. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the steps of the method according to any one of claims 1 to 7 are implemented.

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