Arbitration work order processing methods, devices, equipment and storage media

Abstract

This invention relates to the field of information processing technology and discloses an arbitration work order processing method, apparatus, equipment, and storage medium. The method involves obtaining the arbitration point corresponding to the arbitration work order and sending the work order to the arbitration point's terminal; obtaining the arbitration processing information of the work order and determining whether the arbitration point has initiated a complaint request based on the information; if the arbitration point has initiated a complaint request, sending a notification to the arbitration point to remind it to fill in the reason for the complaint; receiving and reviewing the reason for the complaint submitted by the arbitration point to obtain the processing result; and recording the processing result on a blockchain for the arbitration point's terminal to access. This invention reduces the workload of personnel, improves work efficiency, and reduces personnel costs; improves the fairness and impartiality of judgments, thereby enhancing the company's image and reducing the complaint rate; and updates the status of arbitration work orders in real time, accelerating the processing progress of arbitration work orders.

Description

Technical Field

[0001] This invention relates to the field of information processing technology, and in particular to an arbitration work order processing method, apparatus, equipment, and storage medium. Background Technology

[0002] With the development of the internet, the volume of express delivery and logistics transactions has grown rapidly. Logistics refers to the entire process of planning, implementing, and managing the movement of raw materials, semi-finished products, finished products, or related information from the place of origin to the place of consumption, in order to meet customer needs with the lowest cost and highest efficiency, through transportation, storage, and distribution. The logistics process mainly includes transportation, warehousing, packaging, handling and loading / unloading, distribution processing, delivery, and related logistics information.

[0003] Every day, hundreds of millions of parcels are transported by express delivery companies, of which nearly ten million are problematic, such as lost or damaged items, or fraudulent settlements. Currently, these problematic parcels require manual evidence collection and reporting, followed by coordination and communication by customer service personnel to ultimately determine liability, arbitrate, and impose fines. With the increasing volume of business, this process consumes a significant amount of staff time, reduces staff efficiency, increases personnel costs, and is prone to unfair arbitration decisions and inaccurate arbitration amounts. Furthermore, the lengthy arbitration processing time leads to customer complaints. Summary of the Invention

[0004] In view of this, it is necessary to provide an arbitration work order processing method, device, equipment and storage medium to address issues such as unfair arbitration judgments and inaccurate arbitration amounts.

[0005] An arbitration work order processing method includes the following steps:

[0006] Obtain the arbitration point corresponding to the arbitration work order, and send the arbitration work order to the terminal of the arbitration point;

[0007] Obtain the arbitration processing information of the arbitration work order, and determine whether the arbitration outlet should initiate a complaint request based on the arbitration processing information;

[0008] If the arbitration center initiates a complaint request, a form will be sent to the arbitration center to remind it to fill in the reason for the complaint.

[0009] Receive the reasons for the appeal submitted by the arbitration point and review them to obtain the processing result;

[0010] The processing results are recorded on the blockchain so that the terminals of the arbitration points can obtain the processing results.

[0011] In one embodiment, the waybill information to be claimed is obtained, and the waybill number and arbitration point are determined based on the waybill information to be claimed;

[0012] Obtain the pre-uploaded claim opinion image and determine the arbitration reason based on the claim opinion image;

[0013] Based on a pre-trained arbitration amount assessment model, the claim opinion image is input into the arbitration amount assessment model to determine the arbitration amount corresponding to the claim opinion image. The arbitration amount assessment model is trained based on machine learning methods.

[0014] An arbitration work order is generated based on the waybill number, the arbitration location, the arbitration reason, and the arbitration amount, and a work order code corresponding to the arbitration work order is generated according to a preset coding rule.

[0015] In one embodiment, the arbitration reasons include lost items, damaged items, and / or false settlements; the pre-uploaded claim opinion image is the image required when the arbitration event is triggered; and the preset encoding rules include combining the arbitration date and the current serial number, wherein the arbitration date is the date the arbitration work order was generated.

[0016] In one embodiment, the preset deadline for processing the arbitration work order is obtained, and it is determined whether the current time exceeds the preset deadline for processing the work order.

[0017] If the current time exceeds the preset work order processing deadline, determine whether the arbitration processing information sent by the arbitration point has been received;

[0018] If no arbitration processing information is received from the arbitration center, it is determined that the arbitration center agrees to the arbitration, and the arbitration status of the arbitration work order is updated to "agree to arbitration".

[0019] In one embodiment, the reason for the appeal in relation to the arbitration work order is received, the reason for the appeal includes the appeal data submitted by the arbitration point, and the appeal data includes text, images and / or video multimedia information;

[0020] In response to the reason for the appeal, the appeal data is input into a pre-trained appeal analysis model to obtain the appeal score corresponding to the reason for the appeal, and it is determined whether the appeal score reaches a preset threshold. The appeal analysis model is trained using machine learning methods.

[0021] If the appeal score reaches a preset threshold, the arbitration work order is revoked, and the arbitration status of the arbitration work order is updated to "revoked arbitration".

[0022] If the appeal score does not reach the preset threshold, the arbitration point will be arbitrated and the arbitration status of the arbitration work order will be updated to confirmed arbitration.

[0023] In one embodiment, the processing result is encrypted using a blockchain encryption algorithm, and the encrypted processing result is recorded on a blockchain node.

[0024] An arbitration work order processing device, the arbitration work order processing device comprising:

[0025] The acquisition module is used to acquire the arbitration outlet corresponding to the arbitration work order and send the arbitration work order to the terminal of the arbitration outlet.

[0026] The judgment module is used to obtain the arbitration processing information of the arbitration work order and, based on the arbitration processing information, determine whether the arbitration outlet has initiated a complaint request.

[0027] The sending module is used to send a filling notification to the arbitration point if the arbitration point initiates a complaint request. The filling notification is used to remind the arbitration point to fill in the reason for the complaint.

[0028] The review module is used to receive the reasons for the appeal submitted by the arbitration point, review them, and obtain the processing result.

[0029] The recording module is used to record the processing results on the blockchain so that the terminal of the arbitration point can obtain the processing results.

[0030] In one embodiment, the audit module includes:

[0031] The receiving submodule is used to receive the reason for the appeal in response to the arbitration work order. The reason for the appeal includes the appeal data submitted by the arbitration point. The appeal data includes text, images and / or video multimedia information.

[0032] The judgment submodule is used to respond to the reason for the appeal by inputting the appeal data into a pre-trained appeal analysis model to obtain the appeal score corresponding to the reason for the appeal, and to determine whether the appeal score reaches a preset threshold. The appeal analysis model is trained using machine learning methods.

[0033] The cancellation submodule is used to cancel the arbitration work order and update the arbitration status of the arbitration work order to "cancelled arbitration" if the appeal score reaches a preset threshold.

[0034] The confirmation submodule is used to perform arbitration processing on the arbitration point and update the arbitration status of the arbitration work order to confirmed arbitration if the appeal score does not reach a preset threshold.

[0035] An arbitration work order processing device includes: a memory and at least one processor, wherein the memory stores instructions, and the memory and the at least one processor are interconnected via a circuit; the at least one processor invokes the instructions in the memory to cause the arbitration work order processing device to perform the steps of the arbitration work order processing method described above.

[0036] A computer-readable storage medium storing a computer program, which, when executed by a processor, implements the steps of the arbitration work order processing method described above.

[0037] The aforementioned arbitration work order processing method, apparatus, equipment, and storage medium obtain the arbitration point corresponding to the arbitration work order and send the arbitration work order to the terminal of the arbitration point; obtain the arbitration processing information of the arbitration work order and determine whether the arbitration point has initiated a complaint request based on the arbitration processing information; if the arbitration point initiates a complaint request, send a filling notification to the arbitration point, the filling notification being used to remind the arbitration point to fill in the reason for the complaint; receive and review the reason for the complaint submitted by the arbitration point to obtain the processing result; record the processing result on the blockchain so that the terminal of the arbitration point can obtain the processing result; this invention reduces the workload of personnel, improves work efficiency, and reduces personnel costs; improves the fairness and impartiality of the judgment, thereby improving the company's image and reducing the complaint rate; and updates the status of arbitration work orders in real time, accelerating the processing progress of arbitration work orders. Attached Figure Description

[0038] Figure 1 This is a schematic diagram of the first embodiment of the arbitration work order processing method of the present invention;

[0039] Figure 2 This is a schematic diagram of the second embodiment of the arbitration work order processing method of the present invention;

[0040] Figure 3 This is a schematic diagram of the first embodiment of the arbitration work order processing device of the present invention;

[0041] Figure 4 This is a schematic diagram of a second embodiment of the arbitration work order processing device of the present invention;

[0042] Figure 5 This is a schematic diagram of an embodiment of the arbitration work order processing device of the present invention. Detailed Implementation

[0043] To make the objectives, technical solutions, and advantages of this invention clearer, the invention will be further described in detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative and not intended to limit the invention.

[0044] Those skilled in the art will understand that, unless specifically stated otherwise, the singular forms “a,” “an,” “the,” and “the” used herein may also include the plural forms. It should be further understood that the term “comprising” as used in this specification means the presence of the stated features, integers, steps, operations, elements, and / or components, but does not exclude the presence or addition of one or more other features, integers, steps, operations, elements, components, and / or groups thereof.

[0045] As a preferred embodiment, such as Figure 1 As shown, an arbitration work order processing method is used for processing arbitration work orders generated from problematic express shipments. This arbitration work order processing method includes the following steps:

[0046] Step 101: Obtain the arbitration point corresponding to the arbitration work order and send the arbitration work order to the terminal of the arbitration point;

[0047] It is understood that the executing entity of this invention can be an arbitration work order processing device, a terminal, or a server; no specific limitation is made here. This embodiment of the invention will be described using a server as the executing entity as an example.

[0048] In this embodiment, arbitration is a method of dispute resolution. In the express delivery industry, arbitration refers to the rulings made based on unified rules and management systems summarized and formulated through network operation practices, addressing issues such as delays, damage, shortages, and losses occurring within the network. It is an administrative function and management measure for managing and evaluating the business behavior of network members and safeguarding the fair interests of the network. The server obtains the arbitration point corresponding to the arbitration work order. The arbitration work order is an electronic notification sent by the logistics headquarters to the arbitration point being arbitrated. The arbitration point is the party responsible for the problematic package. The server sends the arbitration work order to the arbitration point's terminal, which can be a laptop, desktop computer, tablet, or smartphone, etc.

[0049] Step 102: Obtain the arbitration processing information of the arbitration work order, and determine whether the arbitration point should initiate a complaint request based on the arbitration processing information;

[0050] In this embodiment, the arbitration processing information of the server arbitration work order is submitted by the arbitration point through the terminal. The server determines whether the arbitration point has initiated a complaint request based on the arbitration processing information, that is, whether the arbitration processing information submitted by the arbitration point has initiated a complaint request. The arbitration processing information can be either agreeing to arbitration or filing a complaint. If the arbitration point initiates a complaint request, the process jumps to step 103. The specific process of step 102 is shown in steps 1021-1023.

[0051] Step 1021: Obtain the preset deadline for processing the arbitration work order and determine whether the current time exceeds the preset deadline for processing the work order.

[0052] Specifically, the deadline for processing work orders is a time limit preset by the server based on the issuance time when the arbitration work order is issued. The server obtains the current time and determines whether the current time exceeds the preset deadline for processing work orders. For example, if the current time is 10:30 AM on April 8, 2020, and the arbitration work order was issued at 9:30 AM on April 1, 2020, then the deadline for processing work orders is 9:30 AM on April 8, 2020. Since the arbitration points need to process the arbitration work orders within 7 days, this deadline for processing work orders is just an example. The specific deadline for processing work orders can be set according to the actual situation, and this invention does not limit it.

[0053] Step 1022: If the current time exceeds the preset deadline for work order processing, determine whether arbitration processing information has been received from the arbitration center;

[0054] Step 1023: If no arbitration processing information is received from the arbitration center, confirm that the arbitration center agrees to the arbitration and update the arbitration status of the arbitration work order to "agree to arbitration".

[0055] Specifically, if the current time exceeds the preset deadline for processing work orders, the server needs to determine whether it has received the arbitration processing information sent by the arbitration point. If the arbitration processing information is received at the current time, step 103 is executed; if the arbitration processing information is not received at the current time, it means that the arbitration point has abandoned its appeal and defaults to agreeing to arbitration. The logistics headquarters can then execute the corresponding arbitration and penalty procedures against the arbitration point. The point can only see the arbitration orders for itself and the arbitration orders of its subordinate stations. The logistics headquarters can see all the arbitration orders.

[0056] Step 103: If the arbitration center initiates a complaint request, a notice to fill in the complaint will be sent to the arbitration center. The notice is used to remind the arbitration center to fill in the reason for the complaint.

[0057] In this embodiment, an appeal refers to the act of a citizen, legal person, or other organization submitting a statement to the relevant state authority requesting a re-processing of a matter when they believe the handling result of a certain issue is incorrect. It is a way for citizens to protect their rights and has legal effect. In the express delivery industry, an appeal is a request initiated by an arbitration point that disagrees with an arbitration work order. It is also a way for the arbitration point to protect its rights. When the server receives arbitration processing information from the arbitration point at the current time, and the arbitration processing information includes an appeal request initiated by the arbitration point, it indicates that the arbitration point has doubts or disagreements about the arbitration work order. After receiving the appeal request, the server sends a filling notice to the arbitration point. The filling notice is used to remind the arbitration point to fill in the reason for the appeal. The reason for the appeal is an explanation of the reason for the arbitration in the arbitration work order. It is a specific explanation text for the arbitration point to protect its rights. For example, if the reason for the arbitration in the arbitration work order is the loss of an item, the arbitration point writes in the reason for the appeal, "The item was found at xx time and the customer has signed for it."

[0058] Step 104: Receive and review the reasons for the appeal submitted by the arbitration center, and obtain the processing result;

[0059] In this embodiment, the server receives the reason for the appeal submitted by the arbitration point. After receiving it, the server needs to review the reason for the appeal. Based on the review, the server obtains the processing result corresponding to the arbitration work order. After obtaining the processing result, the server executes step 105. The specific process of step 104 is shown in steps 1041-1044.

[0060] Step 1041: Receive the reason for the appeal against the arbitration work order. The reason for the appeal includes the appeal data submitted by the arbitration point. The appeal data includes text, pictures and / or video multimedia information.

[0061] Specifically, before review, the appeal data in the appeal reason section can be preprocessed, as the appeal data may have certain problems. For example, on the one hand, the appeal data contains obvious negative emotional features, and these features are not useful for classifying the appeal reason; on the other hand, due to the severity of negative emotions, the appeal text contains more grammatical and syntactic errors. An appeal text classification model can be used for preprocessing. This model is based on a character-level neural network and mainly consists of two parts: a negative emotion removal module and a convolutional neural network module. The negative emotion removal module is used to denoise the appeal text to solve the first text challenge, which can improve classification accuracy. The convolutional neural network module proposes a character-level convolutional neural network suitable for appeal data. Character-level convolutional neural networks can avoid grammatical limitations and thus reduce the impact of grammatical and syntactic errors. The processed review data can better ensure the fairness and impartiality of arbitration and reduce the difficulty of review.

[0062] Step 1042: In response to the reason for the appeal, input the appeal data into the pre-trained appeal analysis model to obtain the appeal score corresponding to the reason for the appeal, and determine whether the appeal score reaches the preset threshold. The appeal analysis model is trained using machine learning methods.

[0063] Specifically, the server analyzes and processes the reasons for the appeal. In response to the reasons for the appeal, it inputs the appeal data into a pre-trained appeal analysis model. The appeal analysis model is trained using machine learning methods, including various algorithms such as decision trees, random forests, support vector machines, and neural networks. This invention mainly discusses random forests. The Bagging algorithm is an ensemble learning method that allows for parallel generation of data without strong dependencies between individual learners. It is based on bootstrapping random sampling, meaning that given a dataset containing m samples, a new sample is randomly selected from an initial sample and added to the sampling dataset. This sample is then returned to the initial dataset so that it can still be selected in the next sampling. After m random sampling operations, a sampling set containing m samples can be obtained. The Random Forest algorithm is a further improvement on the Bagging algorithm. It uses CART decision trees as weak learners, but when selecting sample features at each node in the random forest, it randomly selects a subset of sample features from each node and then sequentially selects the optimal sample feature from the selected sample features in the random forest to determine how to split the left and right subtrees of the decision tree. This enhances the breadth and generalization of the model. The appeal data is input into a pre-trained appeal analysis model. The appeal score corresponding to the reason for the appeal is obtained through the appeal analysis model. It is then determined whether the appeal score reaches a preset threshold, for example, a preset threshold of 60 points. If the appeal score is greater than or equal to 60 points, it means that the appeal score has not reached the preset threshold, and step 1043 is executed. If the appeal score is less than 60 points, it means that the appeal score has not reached the preset threshold, and step 1044 is executed.

[0064] Step 1043: If the appeal score reaches the preset threshold, the arbitration work order is withdrawn and the arbitration status of the arbitration work order is updated to withdrawn arbitration.

[0065] Specifically, when the server determines that the appeal score has reached the preset threshold, it means that the arbitration point's appeal is successful, the arbitration work order is withdrawn, the arbitration point will not be fined, and the arbitration status of the arbitration work order will be updated to withdrawn in the arbitration system.

[0066] Step 1044: If the appeal score does not reach the preset threshold, the arbitration point will be arbitrated and the arbitration status of the arbitration work order will be updated to confirmed arbitration.

[0067] Specifically, when the server determines that the appeal score has not reached the preset threshold, it means that the arbitration point's appeal has failed. The arbitration point needs to execute the penalty process according to the arbitration amount on the arbitration work order. At the same time, the arbitration status of the arbitration work order is updated to confirmed arbitration in the arbitration system. Alternatively, headquarters personnel can reply to each appeal initiated by the point, and the latest reply is displayed by default, giving the arbitration point another chance to appeal.

[0068] Step 105: Record the processing result on the blockchain so that the arbitration point's terminal can obtain the processing result.

[0069] In this embodiment, a blockchain encryption algorithm is used to encrypt the processing results, and the encrypted results are recorded on the blockchain node. Arbitration outlets can query the processing results of arbitration work orders through the corresponding terminals. The processing results include revocation of arbitration or confirmation of arbitration. For arbitration work orders that are revoked, the system indicates that no fine is required. For arbitration work orders that are confirmed, a fine needs to be imposed on the arbitration outlet. The fine status includes no fine, fined, and fine failed. The fine status is updated according to whether the arbitration outlet has paid the fine. When the fine status is no fine or fined, the fine button is grayed out and cannot be used. When the fine status is no fine or fine failed, the button can be clicked, a prompt box will pop up, and after confirmation, the deduction will be initiated. After the headquarters personnel click to revoke the arbitration from the appeal details, the arbitration status changes to headquarters revocation of arbitration, and the fine status changes to no fine required.

[0070] In this embodiment of the invention, the arbitration work order is obtained by acquiring the arbitration point corresponding to the arbitration work order and sending the arbitration work order to the terminal of the arbitration point; the arbitration processing information of the arbitration work order is obtained, and based on the arbitration processing information, it is determined whether the arbitration point has initiated a complaint request; if the arbitration point initiates a complaint request, a filling notification is sent to the arbitration point to remind it to fill in the reason for the complaint; the reason for the complaint submitted by the arbitration point is received and reviewed to obtain the processing result; the processing result is recorded on the blockchain so that the terminal of the arbitration point can obtain the processing result; this invention reduces the workload of personnel, improves work efficiency, and reduces personnel costs; improves the fairness and impartiality of the judgment, thereby improving the company's image and reducing the complaint rate; and updates the status of the arbitration work order in real time to speed up the processing progress of the arbitration work order.

[0071] Please see Figure 2 The second embodiment of the arbitration work order processing method in this invention includes:

[0072] Step 201: Obtain the waybill information for the claims pending, and determine the waybill number and arbitration point based on the waybill information;

[0073] In this embodiment, the arbitration point is arbitrated because the express package has a problem due to the point's fault, and the customer complains about the point. Since the customer has suffered losses, it is necessary to process the claim. The server obtains the waybill information to be claimed, that is, the waybill information of the express package with problems. The waybill information includes the waybill number, sender / recipient address, logistics trajectory and other basic express information. The server determines the waybill number and arbitration point based on the waybill information to be claimed.

[0074] Step 202: Obtain the pre-uploaded claim opinion image and determine the arbitration reason based on the claim opinion image;

[0075] In this embodiment, the server obtains pre-uploaded claims opinion images. These pre-uploaded claims opinion images are the images required when an arbitration event is triggered, i.e., images of problematic express packages, such as damaged items inside the express package. The claims opinion images are multi-angle images of the damaged items. Arbitration reasons include lost items, damaged items, and / or fraudulent settlements. The specific arbitration reasons are determined based on the claims opinion images. Of course, arbitration reasons are not limited to these three categories; they can also include delays, cash on delivery, illegal charges, etc. This invention does not specifically limit the scope of the claims opinion images.

[0076] Step 203: Based on the pre-trained arbitration amount assessment model, input the claim opinion image into the arbitration amount assessment model to determine the arbitration amount corresponding to the claim opinion image. The arbitration amount assessment model is trained based on machine learning methods.

[0077] In this embodiment, the server inputs the claim opinion image into the arbitration amount assessment model to determine the arbitration amount corresponding to the claim opinion image. The arbitration amount assessment model is trained based on machine learning methods, including various algorithms such as decision trees, random forests, support vector machines, and neural networks. This invention mainly discusses random forests and the XGBoost algorithm. Random forest is a combined prediction model based on classification and regression trees (CART) as the basic learner. Random forest trains numerous decision tree models to form a "forest" by randomly selecting training samples using the bootstrap method and randomly selecting variables as subsets of candidate variables at the nodes of the decision trees. These models will jointly participate in the prediction of the dependent variable. Random forest performs Boolstrap resampling on the original samples, with selected observations forming the training samples and unselected observations forming the test samples, without the need for manual division of the training and test sets. The method of obtaining training samples makes the training samples participating in the modeling more diverse each time, resulting in lower correlation of the trained decision tree models and making the random forest model more robust. XGBoost is also an ensemble learning model with various base learners. This paper uses a classification and regression decision tree as the base learner. XGBoost improves upon the gradient advancement algorithm, enhancing prediction accuracy and automatically utilizing CPU multi-threading for parallel computation, thus increasing processing speed. XGBoost differs from Random Forest in its model training method. In each iteration of model training, XGBoost primarily learns from the prediction errors of the previous iteration. The arbitration amount assessment model outputs the arbitration amount, which is the penalty amount imposed on the arbitration branch. The penalty status changes according to the arbitration status.

[0078] Step 204: Generate an arbitration work order based on the waybill number, arbitration location, arbitration reason, and arbitration amount, and generate the corresponding work order code according to the preset coding rules.

[0079] In this embodiment, the server generates an arbitration work order based on the waybill number, arbitration location, arbitration reason, and arbitration amount, and generates a work order code corresponding to the arbitration work order according to a preset coding rule. The preset coding rule includes combining the arbitration date and the current serial number, with the arbitration date being the date the arbitration work order was generated.

[0080] In this embodiment of the invention, by obtaining the information of the waybill to be claimed, determining the waybill number and arbitration point based on the information, obtaining the pre-uploaded claim opinion image, determining the arbitration reason based on the claim opinion image, and inputting the claim opinion image into the pre-trained arbitration amount assessment model to determine the arbitration amount corresponding to the claim opinion image, an arbitration work order is generated based on the waybill number, arbitration point, arbitration reason, and arbitration amount, and a work order code corresponding to the arbitration work order is generated according to preset coding rules. This invention reduces the workload of personnel, improves work efficiency, reduces personnel costs, improves the fairness and impartiality of the judgment, thereby improving the company's image and reducing the complaint rate.

[0081] Please see Figure 3 In one embodiment, an arbitration work order processing device is provided, which includes:

[0082] The acquisition module 301 is used to acquire the arbitration outlet corresponding to the arbitration work order and send the arbitration work order to the terminal of the arbitration outlet.

[0083] The judgment module 302 is used to obtain the arbitration processing information of the arbitration work order and, based on the arbitration processing information, determine whether the arbitration outlet has initiated a complaint request.

[0084] The sending module 303 is used to send a filling notice to the arbitration point if the arbitration point initiates a complaint request. The filling notice is used to remind the arbitration point to fill in the reason for the complaint.

[0085] The review module 304 is used to receive and review the reasons for the appeal submitted by the arbitration outlets and obtain the processing results.

[0086] The recording module 305 is used to record the processing results on the blockchain so that the terminals of the arbitration points can obtain the processing results.

[0087] Please see Figure 4 In a second embodiment of the arbitration work order processing device of the present invention, the aforementioned review module 304 specifically includes:

[0088] The receiving submodule 3041 is used to receive the reasons for the appeal against the arbitration work order. The reasons for the appeal include the appeal data submitted by the arbitration point. The appeal data includes text, images and / or video multimedia information.

[0089] The judgment submodule 3042 is used to respond to the reason for the appeal by inputting the appeal data into the pre-trained appeal analysis model to obtain the appeal score corresponding to the reason for the appeal, and to determine whether the appeal score reaches the preset threshold. The appeal analysis model is trained using machine learning methods.

[0090] The cancellation submodule 3043 is used to cancel the arbitration work order and update the arbitration status of the arbitration work order to cancellation if the appeal score reaches a preset threshold.

[0091] The confirmation submodule 3044 is used to execute arbitration processing on the arbitration point and update the arbitration status of the arbitration work order to confirmed arbitration if the appeal score does not reach the preset threshold.

[0092] In this embodiment of the invention, the arbitration work order is obtained by acquiring the arbitration point corresponding to the arbitration work order and sending the arbitration work order to the terminal of the arbitration point; the arbitration processing information of the arbitration work order is obtained, and based on the arbitration processing information, it is determined whether the arbitration point has initiated a complaint request; if the arbitration point initiates a complaint request, a filling notification is sent to the arbitration point to remind it to fill in the reason for the complaint; the reason for the complaint submitted by the arbitration point is received and reviewed to obtain the processing result; the processing result is recorded on the blockchain so that the terminal of the arbitration point can obtain the processing result; this invention reduces the workload of personnel, improves work efficiency, and reduces personnel costs; improves the fairness and impartiality of the judgment, thereby improving the company's image and reducing the complaint rate; and updates the status of the arbitration work order in real time to speed up the processing progress of the arbitration work order.

[0093] above Figure 3-4 The arbitration work order processing device in this embodiment of the invention will be described in detail from the perspective of modular functional entities. The arbitration work order processing equipment in this embodiment of the invention will be described in detail from the perspective of hardware processing.

[0094] Figure 5 This is a schematic diagram of an arbitration work order processing device 500 provided in an embodiment of the present invention. The arbitration work order processing device 500 can vary significantly due to different configurations or performance. It may include one or more central processing units (CPUs) 510 (e.g., one or more processors) and a memory 520, and one or more storage media 530 (e.g., one or more mass storage devices) for storing application programs 533 or data 532. The memory 520 and storage media 530 can be temporary or persistent storage. The program stored in the storage media 530 may include one or more modules (not shown in the diagram), each module may include a series of instruction operations on the arbitration work order processing device 500. Furthermore, the processor 510 may be configured to communicate with the storage media 530 and execute the series of instruction operations in the storage media 530 on the arbitration work order processing device 500.

[0095] The arbitration work order processing device 500 may also include one or more power supplies 540, one or more wired or wireless network interfaces 550, one or more input / output interfaces 560, and / or one or more operating systems 531, such as Windows Server, Mac OS X, Unix, Linux, FreeBSD, etc. Those skilled in the art will understand that... Figure 5 The illustrated arbitration work order processing equipment structure does not constitute a limitation on the arbitration work order processing equipment provided in this application. It may include more or fewer components than illustrated, or combine certain components, or have different component arrangements.

[0096] An arbitration work order processing device is provided to implement the following arbitration work order processing method, the arbitration work order processing method comprising the following steps:

[0097] Obtain the arbitration point corresponding to the arbitration work order, and send the arbitration work order to the terminal of the arbitration point;

[0098] Obtain the arbitration processing information of the arbitration work order, and determine whether the arbitration outlet should initiate a complaint request based on the arbitration processing information;

[0099] If the arbitration center initiates a complaint request, a form will be sent to the arbitration center to remind it to fill in the reason for the complaint.

[0100] Receive the reasons for the appeal submitted by the arbitration point and review them to obtain the processing result;

[0101] The processing results are recorded on the blockchain so that the terminals of the arbitration points can obtain the processing results.

[0102] In one embodiment, the information of the waybill to be claimed is obtained, and the waybill number and arbitration point are determined based on the information of the waybill to be claimed;

[0103] Obtain the pre-uploaded claim opinion image and determine the arbitration reason based on the claim opinion image;

[0104] Based on a pre-trained arbitration amount assessment model, the claim opinion image is input into the arbitration amount assessment model to determine the arbitration amount corresponding to the claim opinion image. The arbitration amount assessment model is trained based on machine learning methods.

[0105] An arbitration work order is generated based on the waybill number, the arbitration location, the arbitration reason, and the arbitration amount, and a work order code corresponding to the arbitration work order is generated according to a preset coding rule.

[0106] In one embodiment, the arbitration reasons include lost items, damaged items, and / or false settlements; the pre-uploaded claim opinion image is the image required when the arbitration event is triggered; and the preset encoding rules include combining the arbitration date and the current serial number, wherein the arbitration date is the date the arbitration work order was generated.

[0107] In one embodiment, the preset deadline for processing the arbitration work order is obtained, and it is determined whether the current time exceeds the preset deadline for processing the work order.

[0108] If the current time exceeds the preset work order processing deadline, determine whether the arbitration processing information sent by the arbitration point has been received;

[0109] If no arbitration processing information is received from the arbitration center, it is determined that the arbitration center agrees to the arbitration, and the arbitration status of the arbitration work order is updated to "agree to arbitration".

[0110] In one embodiment, the reason for the appeal in relation to the arbitration work order is received, the reason for the appeal includes the appeal data submitted by the arbitration point, and the appeal data includes text, images and / or video multimedia information;

[0111] In response to the reason for the appeal, the appeal data is input into a pre-trained appeal analysis model to obtain the appeal score corresponding to the reason for the appeal, and it is determined whether the appeal score reaches a preset threshold. The appeal analysis model is trained using machine learning methods.

[0112] If the appeal score reaches a preset threshold, the arbitration work order is revoked, and the arbitration status of the arbitration work order is updated to "revoked arbitration".

[0113] If the appeal score does not reach the preset threshold, the arbitration point will be arbitrated and the arbitration status of the arbitration work order will be updated to confirmed arbitration.

[0114] In one embodiment, the processing result is encrypted using a blockchain encryption algorithm, and the encrypted processing result is recorded on a blockchain node.

[0115] The present invention also provides a computer-readable storage medium, which can be a non-volatile computer-readable storage medium or a volatile computer-readable storage medium. The computer-readable storage medium stores instructions that, when executed on a computer, cause the computer to perform the following arbitration work order processing method, the arbitration work order processing method including the following steps:

[0116] Obtain the arbitration point corresponding to the arbitration work order, and send the arbitration work order to the terminal of the arbitration point;

[0117] Obtain the arbitration processing information of the arbitration work order, and determine whether the arbitration outlet should initiate a complaint request based on the arbitration processing information;

[0118] If the arbitration center initiates a complaint request, a form will be sent to the arbitration center to remind it to fill in the reason for the complaint.

[0119] Receive the reasons for the appeal submitted by the arbitration point and review them to obtain the processing result;

[0120] The processing results are recorded on the blockchain so that the terminals of the arbitration points can obtain the processing results.

[0121] In one embodiment, the information of the waybill to be claimed is obtained, and the waybill number and arbitration point are determined based on the information of the waybill to be claimed;

[0122] Obtain the pre-uploaded claim opinion image and determine the arbitration reason based on the claim opinion image;

[0123] Based on a pre-trained arbitration amount assessment model, the claim opinion image is input into the arbitration amount assessment model to determine the arbitration amount corresponding to the claim opinion image. The arbitration amount assessment model is trained based on machine learning methods.

[0124] An arbitration work order is generated based on the waybill number, the arbitration location, the arbitration reason, and the arbitration amount, and a work order code corresponding to the arbitration work order is generated according to a preset coding rule.

[0125] In one embodiment, the arbitration reasons include lost items, damaged items, and / or false settlements; the pre-uploaded claim opinion image is the image required when the arbitration event is triggered; and the preset encoding rules include combining the arbitration date and the current serial number, wherein the arbitration date is the date the arbitration work order was generated.

[0126] In one embodiment, the preset deadline for processing the arbitration work order is obtained, and it is determined whether the current time exceeds the preset deadline for processing the work order.

[0127] If the current time exceeds the preset work order processing deadline, determine whether the arbitration processing information sent by the arbitration point has been received;

[0128] If no arbitration processing information is received from the arbitration center, it is determined that the arbitration center agrees to the arbitration, and the arbitration status of the arbitration work order is updated to "agree to arbitration".

[0129] In one embodiment, the reason for the appeal in relation to the arbitration work order is received, the reason for the appeal includes the appeal data submitted by the arbitration point, and the appeal data includes text, images and / or video multimedia information;

[0130] In response to the reason for the appeal, the appeal data is input into a pre-trained appeal analysis model to obtain the appeal score corresponding to the reason for the appeal, and it is determined whether the appeal score reaches a preset threshold. The appeal analysis model is trained using machine learning methods.

[0131] If the appeal score reaches a preset threshold, the arbitration work order is revoked, and the arbitration status of the arbitration work order is updated to "revoked arbitration".

[0132] If the appeal score does not reach the preset threshold, the arbitration point will be arbitrated and the arbitration status of the arbitration work order will be updated to confirmed arbitration.

[0133] In one embodiment, the processing result is encrypted using a blockchain encryption algorithm, and the encrypted processing result is recorded on a blockchain node.

[0134] The blockchain referred to in this invention is a novel application model of computer technologies such as distributed data storage, peer-to-peer transmission, consensus mechanisms, and encryption algorithms. Essentially, a blockchain is a decentralized database, a chain of data blocks linked together using cryptographic methods. Each data block contains information about a batch of network transactions, used to verify the validity of the information (anti-counterfeiting) and generate the next block. A blockchain can include an underlying blockchain platform, a platform product service layer, and an application service layer.

[0135] Those skilled in the art will clearly understand that, for the sake of convenience and brevity, the specific working processes of the systems, devices, and units described above can be referred to the corresponding processes in the foregoing method embodiments, and will not be repeated here.

[0136] If the integrated unit is implemented as a software functional unit and sold or used as an independent product, it can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of the present invention, in essence, or the part that contributes to the prior art, or all or part of the technical solution, can be embodied in the form of a software product. This computer software product is stored in a storage medium and includes several instructions to cause a computer device (which may be a personal computer, server, or network device, etc.) to execute all or part of the steps of the methods described in the various embodiments of the present invention. The aforementioned storage medium includes various media capable of storing program code, such as USB flash drives, portable hard drives, read-only memory (ROM), random access memory (RAM), magnetic disks, or optical disks.

[0137] The above-described embodiments are only used to illustrate the technical solutions of the present invention, and are not intended to limit it. Although the present invention has been described in detail with reference to the foregoing embodiments, those skilled in the art should understand that modifications can still be made to the technical solutions described in the foregoing embodiments, or equivalent substitutions can be made to some of the technical features. Such modifications or substitutions do not cause the essence of the corresponding technical solutions to deviate from the spirit and scope of the technical solutions of the embodiments of the present invention.

Claims

1. A method for processing arbitration work orders, characterized in that, The arbitration work order processing method includes the following steps: Obtain the arbitration point corresponding to the arbitration work order, and send the arbitration work order to the terminal of the arbitration point; Obtain the arbitration processing information of the arbitration work order, and determine whether the arbitration outlet should initiate a complaint request based on the arbitration processing information; If the arbitration center initiates a complaint request, a form will be sent to the arbitration center to remind it to fill in the reason for the complaint. Receive the reasons for the appeal submitted by the arbitration point and review them to obtain the processing result; The processing result is recorded on the blockchain so that the terminal of the arbitration point can obtain the processing result; The process of receiving and reviewing the reasons for the appeal submitted by the arbitration center, and obtaining the processing result, includes: Receive the reason for the appeal in response to the arbitration work order, the reason for the appeal includes the appeal data submitted by the arbitration point, and the appeal data includes text, images and / or video multimedia information; In response to the reason for the appeal, the appeal data is input into a pre-trained appeal analysis model to obtain the appeal score corresponding to the reason for the appeal, and it is determined whether the appeal score reaches a preset threshold. The appeal analysis model is trained using machine learning methods. If the appeal score reaches a preset threshold, the arbitration work order is revoked, and the arbitration status of the arbitration work order is updated to "revoked arbitration". If the appeal score does not reach the preset threshold, the arbitration point will be arbitrated and the arbitration status of the arbitration work order will be updated to confirmed arbitration.

2. The arbitration work order processing method according to claim 1, characterized in that, Before obtaining the arbitration point corresponding to the arbitration work order and sending the arbitration work order to the arbitration point, the process also includes: Obtain the waybill information for the pending claims, and determine the waybill number and arbitration point based on the pending claims information; Obtain the pre-uploaded claim opinion image and determine the arbitration reason based on the claim opinion image; Based on a pre-trained arbitration amount assessment model, the claim opinion image is input into the arbitration amount assessment model to determine the arbitration amount corresponding to the claim opinion image. The arbitration amount assessment model is trained based on machine learning methods. An arbitration work order is generated based on the waybill number, the arbitration location, the arbitration reason, and the arbitration amount, and a work order code corresponding to the arbitration work order is generated according to a preset coding rule.

3. The arbitration work order processing method according to claim 2, characterized in that, The reasons for arbitration include lost or damaged items and / or fraudulent settlements. The pre-uploaded claims opinion image is the image required when the arbitration event is triggered. The preset encoding rules include combining the arbitration date and the current serial number. The arbitration date is the date the arbitration work order was generated.

4. The arbitration work order processing method according to claim 1, characterized in that, Before obtaining the arbitration processing information of the arbitration work order and determining whether the arbitration outlet should initiate a complaint request based on the arbitration processing information, the process further includes: Obtain the preset deadline for processing the arbitration work order, and determine whether the current time exceeds the preset deadline for processing the work order; If the current time exceeds the preset work order processing deadline, determine whether the arbitration processing information sent by the arbitration point has been received; If no arbitration processing information is received from the arbitration center, it is determined that the arbitration center agrees to the arbitration, and the arbitration status of the arbitration work order is updated to "agree to arbitration".

5. The arbitration work order processing method according to claim 1, characterized in that, Recording the processing result on the blockchain includes: The processing result is encrypted using a blockchain encryption algorithm, and the encrypted processing result is recorded on a blockchain node.

6. An arbitration work order processing device, characterized in that, The arbitration work order processing device includes: The acquisition module is used to acquire the arbitration outlet corresponding to the arbitration work order and send the arbitration work order to the terminal of the arbitration outlet. The judgment module is used to obtain the arbitration processing information of the arbitration work order and, based on the arbitration processing information, determine whether the arbitration outlet has initiated a complaint request. The sending module is used to send a filling notification to the arbitration point if the arbitration point initiates a complaint request. The filling notification is used to remind the arbitration point to fill in the reason for the complaint. The review module is used to receive the reasons for the appeal submitted by the arbitration point, review them, and obtain the processing result. A recording module is used to record the processing results on the blockchain so that the terminal of the arbitration point can obtain the processing results; The review module includes: The receiving submodule is used to receive the reason for the appeal in response to the arbitration work order. The reason for the appeal includes the appeal data submitted by the arbitration point. The appeal data includes text, images and / or video multimedia information. The judgment submodule is used to respond to the reason for the appeal by inputting the appeal data into a pre-trained appeal analysis model to obtain the appeal score corresponding to the reason for the appeal, and to determine whether the appeal score reaches a preset threshold. The appeal analysis model is trained using machine learning methods. The cancellation submodule is used to cancel the arbitration work order and update the arbitration status of the arbitration work order to cancellation if the appeal score reaches a preset threshold. The confirmation submodule is used to perform arbitration processing on the arbitration point and update the arbitration status of the arbitration work order to confirmed arbitration if the appeal score does not reach a preset threshold.

7. An arbitration work order processing device, characterized in that, The arbitration work order processing device includes: a memory and at least one processor, wherein the memory stores instructions, and the memory and the at least one processor are interconnected via a line; the at least one processor invokes the instructions in the memory to cause the arbitration work order processing device to perform the steps of the arbitration work order processing method as described in any one of claims 1-5.

8. A computer-readable storage medium storing a computer program thereon, characterized in that, When the computer program is executed by the processor, it implements the steps of the arbitration work order processing method as described in any one of claims 1-5.

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