An intelligent guidance system for customer service

Abstract

The present invention relates to an intelligent guidance system for customer service, and in particular to the field of medical service technology. The system of the present invention performs multi-layer associated symptom keyword output on the patient's symptoms, so that the patient can click on the keywords, and then judge the patient's symptoms based on the multi-layer selected keywords to improve the accuracy of the judgment of the patient's symptoms. After the multi-layer judgment, the corresponding consulting department and consulting physician are recommended so that the user can provide diagnosis and treatment services in time, and by judging the recommendation accuracy of each consulting department and consulting physician, real-time control of the diagnosis and treatment service process is achieved, and by adjusting the recommendation process when the recommendation accuracy is lower than the preset recommendation accuracy, the accuracy of the judgment of the patient's symptoms is improved, and the efficiency of the guidance service is improved, thereby improving the diagnosis and treatment efficiency.

Description

Technical Field

[0001] The present invention relates to the technical field of medical services, and in particular to an intelligent guidance system for customer service. Background Art

[0002] As an institution that provides medical examinations, treatments, and diagnosis and treatment services for patients, hospitals play a crucial role in modern society. With the development of the Internet and the Internet of Things, hospitals nowadays have realized more accurate and considerate diagnosis and treatment services for patients through interconnection and the Internet of Things. However, for some patients with minor problems, due to insufficient understanding of hospital departments and their own problems, they don't know how to register and which department to visit after entering the hospital. And the reception staff, due to a large number of patients or insufficient medical experience, cannot accurately give precise registration guidance to patients.

[0003] Chinese Patent Publication No.: CN116457891A discloses an intelligent guidance method, device, and system for hospital outpatient examinations, which includes the following steps: S1, obtaining symptom description information from the client, and analyzing suspected diseases and the required examinations and medical resources according to the symptom description information, where the symptom description information includes body parts, their symptoms, and temperature; S2, allocating medical resources and confirming their available time slots, and sending the reservation result information to the client, where the medical resources include medical equipment and consulting rooms, and the reservation result information includes suspected diseases, required examinations, their required time, and the arrival time at the hospital; S3, after receiving the confirmation information of the reservation result information from the client, generating the patient's appointment schedule information and sending it to the client, and locking the medical resources based on the appointment schedule information. It can effectively shorten the waiting time of patients in the hospital and the waiting time for examinations; the intelligent guidance method, device, and system for hospital outpatient examinations only judge the patient's disease based on the body parts, symptoms, and temperature described by the patient's symptoms, and then directly recommend medical resources. However, there are often many diseases that cannot be accurately judged only by the external manifestations of the disease, and many factors need to be associated. Therefore, the existing technology cannot accurately judge the disease during the guidance process, resulting in low efficiency of providing guidance services for patients and low diagnosis and treatment efficiency for patients. Summary of the Invention

[0004] Therefore, the present invention provides an intelligent guidance system for customer service to overcome the problems in the prior art that the disease cannot be accurately judged during the guidance process, resulting in low efficiency of providing guidance services for patients and low diagnosis and treatment efficiency for patients.

[0005] To achieve the above object, the present invention provides an intelligent guidance system for customer service, including:

[0006] A database output module for outputting keywords of associated diseases from the hospital database to the display screen of the hospital registration terminal device;

[0007] A data acquisition module for acquiring the selected keywords by the user on the display screen;

[0008] A keyword association module, which is respectively connected to the database output module and the data acquisition module, for sending the selected keywords to the database output module so that the database output module outputs the next-level keywords of the associated diseases;

[0009] A data analysis module, which is connected to the data acquisition module, for analyzing the selected keywords to recommend the department and doctor for the user to visit;

[0010] A guidance analysis module, which is connected to the data analysis module, for analyzing the department and doctor recommended for the user to visit to determine the recommendation accuracy rate;

[0011] A data screening module, which is respectively connected to the keyword association module and the guidance analysis module, for screening the keywords of the associated diseases according to the recommendation accuracy rate.

[0012] Further, under preset conditions, the keyword association module calculates the complexity of the associated disease to determine the output of the next-level keywords of the associated disease by the database output module according to the comparison result between the complexity index and the preset complexity index.

[0013] Further, the output of the next-level keywords of the associated disease by the keyword association module includes outputting only the words and / or sentences of the associated disease that have the same vocabulary as the previous-level keywords under the condition that the complexity index is less than or equal to the preset complexity index.

[0014] Further, the output of the next-level keywords of the associated disease by the keyword association module includes outputting the words and / or sentences that have the same vocabulary as the previous N levels of keywords and the associated complications of the previous N levels of keywords under the condition that the complexity index is greater than the preset complexity index.

[0015] Further, under the corresponding output mode, the data screening module calculates the absolute value of the difference between the complexity index and the preset complexity index to determine the screening ratio when outputting the keywords of the associated disease at the current layer according to the comparison result between the absolute value of the difference and the preset difference.

[0016] Furthermore, the data analysis module analyzes the clicked keywords by calculating the number of symptom types of the associated symptoms corresponding to the clicked keywords, so as to determine the cumulative diagnosis and treatment time of the attending physician based on the comparison result of the number of symptom types and the preset number of symptom types.

[0017] Furthermore, the guidance analysis module determines to adjust the recommendation process under the condition that the recommendation accuracy is less than or equal to a preset recommendation accuracy standard.

[0018] Furthermore, the guidance analysis module calculates the difference between the recommendation accuracy and the recommendation accuracy standard when determining the adjustment conditions for the recommendation process, so as to determine the adjustment of the recommendation process according to the comparison result of the difference with the preset difference.

[0019] Furthermore, the guidance analysis module obtains the average treatment time of associated users with similar keywords selected by the user at the physician, so as to determine the adjustment of the number of preset disease types based on the comparison result of the average treatment time with the preset treatment time.

[0020] Furthermore, the data screening module obtains the average treatment time of associated users similar to the user's selected keywords at the physician, so as to determine the adjustment of the screening ratio according to the comparison result of the average treatment time with the preset treatment time.

[0021] Compared with the prior art, the beneficial effect of the present invention lies in that the present invention performs multi-layer associated disease keyword output on the patient's disease, so that the patient can click on the keyword, and then judge the patient's disease based on the multi-layer selected keywords, so as to improve the accuracy of the judgment of the patient's disease, and after the multi-layer judgment, the corresponding recommended treatment department and treating physician are recommended, so that the user can provide diagnosis and treatment services in time, and by judging the recommendation accuracy of each treatment department and treating physician, real-time control of the process of providing diagnosis and treatment services is achieved, and by adjusting the recommendation process when the recommendation accuracy is lower than the preset recommendation accuracy, the accuracy of the judgment of the patient's disease is improved, and the efficiency of the guidance service is improved, thereby improving the diagnosis and treatment efficiency.

[0022] Furthermore, the present invention determines the complexity of the user's associated symptoms during the selection process of each layer of users, determines the output method of the system when outputting the next layer of keywords according to the complexity of the current layer, and screens the next layer of keywords when outputting them under the corresponding output method, thereby further improving the accuracy of the judgment of the patient's symptoms and the efficiency of the guidance service, thereby improving the efficiency of diagnosis and treatment.

[0023] Furthermore, the present invention analyzes the keywords selected by the user to determine the number of disease types corresponding to the keywords selected by the user, so as to determine the cumulative diagnosis and treatment duration of the attending physicians in the corresponding department based on the associated number of disease types, so that when the user's condition is relatively complex and it is difficult to accurately judge through the system, more experienced attending physicians can be recommended to the user, further improving the efficiency of the guidance service and thus improving the diagnosis and treatment efficiency. BRIEF DESCRIPTION OF THE DRAWINGS

[0024] Figure 1 FIG. is a schematic structural diagram of an intelligent guidance system for customer service according to an embodiment of the present invention;

[0025] Figure 2 FIG. is a logic block diagram of an output mode in an intelligent guidance system for customer service according to an embodiment of the present invention. DETAILED DESCRIPTION OF THE EMBODIMENTS

[0026] In order to make the objectives and advantages of the present invention clearer, the present invention will be further described below in conjunction with embodiments; it should be understood that the specific embodiments described herein are only used to explain the present invention and are not used to limit the present invention.

[0027] The preferred embodiments of the present invention will be described below with reference to the accompanying drawings. Those skilled in the art should understand that these embodiments are only used to explain the technical principles of the present invention and do not limit the protection scope of the present invention.

[0028] It should be noted that in the description of the present invention, the terms indicating directions or positional relationships such as "upper", "lower", "left", "right", "inner", "outer", etc. are based on the directions or positional relationships shown in the drawings. This is only for convenience of description and does not indicate or imply that the device or element must have a specific orientation, be constructed and operated in a specific orientation, and therefore should not be construed as a limitation of the present invention.

[0029] In addition, it should be noted that in the description of the present invention, unless otherwise clearly specified and limited, the terms "installation", "connection", and "connection" should be understood in a broad sense. For example, it can be a fixed connection, a detachable connection, or an integral connection; it can be a mechanical connection or an electrical connection; it can be directly connected or indirectly connected through an intermediate medium, and it can be the communication inside two elements. Those skilled in the art can understand the specific meanings of the above terms in the present invention according to specific situations.

[0030] Please refer to Figure 1 as shown Figure 1 FIG. is a schematic structural diagram of an intelligent guidance system for customer service according to an embodiment of the present invention; Figure 2 FIG. is a logic block diagram of an output mode in an intelligent guidance system for customer service according to an embodiment of the present invention.

[0031] An intelligent guidance system for customer service in an embodiment of the present invention includes:

[0032] A database output module for outputting keywords of associated diseases from the hospital database to the display screen of the hospital registration terminal device;

[0033] A data acquisition module for acquiring the selected keywords selected by the user on the display screen;

[0034] A keyword association module, which is respectively connected to the database output module and the data acquisition module, for sending the selected keywords to the database output module so that the database output module outputs the next-level keywords of the associated diseases;

[0035] A data analysis module, which is connected to the data acquisition module, for analyzing the selected keywords to recommend a department for medical treatment and a doctor to the user;

[0036] A guidance analysis module, which is connected to the data analysis module, for analyzing the department for medical treatment and the doctor recommended to the user to determine the recommendation accuracy rate;

[0037] A data screening module, which is respectively connected to the keyword association module and the guidance analysis module, for screening the keywords of the associated diseases according to the recommendation accuracy rate.

[0038] In an embodiment of the present invention, the keywords of the associated diseases may be, for example, the uncomfortable parts of the patient (such as abdominal pain, chest pain, abdominal distension pain, shoulder and neck pain, leg pain, joint pain), and the next-level keywords include severe pain, mild pain, upper abdominal pain, lower abdominal pain, left chest pain, right chest pain, shoulder and neck movement pain, shoulder and neck pressing pain, leg muscle pain, leg intermittent pain, joint movement pain; however, the above keywords are not limited thereto, and the above examples are only for the convenience of those skilled in the art to understand the technical solution of the present application and do not limit the present application.

[0039] Specifically, the present invention outputs keywords related to multiple levels of associated diseases for the diseases of the patient, enabling the patient to select the keywords, thereby judging the diseases of the patient according to the keywords selected at multiple levels, so as to improve the accuracy of judging the diseases of the patient. After multiple levels of judgment, the corresponding recommended departments for medical treatment and physicians are recommended, so as to provide medical treatment services for the user in a timely manner. By judging the recommended accuracy rates of each department for medical treatment and physician, the real-time control of the process of providing medical treatment services is realized. By adjusting the recommendation process when the recommended accuracy rate is lower than the preset recommended accuracy rate, the accuracy of judging the diseases of the patient is improved, and the efficiency of the guiding service is improved, thereby improving the medical treatment efficiency.

[0040] Specifically, in the embodiment of the present invention, the keyword association module calculates the complexity of the associated disease under preset conditions, so as to determine the output mode of the next-level keywords of the associated disease by the database output module according to the comparison result between the complexity index and the preset complexity index;

[0041] If the complexity index is less than or equal to the preset complexity index, the keyword association module determines that the output mode of the next-level keywords of the associated disease by the database output module is the first output mode;

[0042] If the complexity index is greater than the preset complexity index, the keyword association module determines that the output mode of the next-level keywords of the associated disease by the database output module is the second output mode.

[0043] In the embodiment of the present invention, the preset condition is that the patient has selected two or more selected keywords.

[0044] Specifically, the keyword association module calculates the complexity index according to the following formula. Let:

[0045] W = T / Tz

[0046] Where, W is the complexity index, T is the number of diseases associated with the selected keywords of the user at the current level, and Tz is the number of types of diseases associated with the selected keywords of the user at the previous level.

[0047] In the embodiment of the present invention, the value of the preset complexity index is 0.5, but the above value is not limited to this, and those skilled in the art can also adjust the above value according to the actual situation.

[0048] Specifically, in the present invention, during the selection process of each layer of users, the associated diseases of the users are determined for complexity, and the output mode of the system when outputting the keywords of the next layer is determined according to the complexity of the current layer, and screening is performed when outputting the keywords of the next layer in the corresponding output mode, further improving the accuracy of the judgment of the diseases of the patients and improving the efficiency of the guiding service, thereby improving the diagnosis and treatment efficiency.

[0049] Specifically, in the embodiment of the present invention, in the first output mode, the keyword association module only outputs the words and / or sentences of the associated diseases that have the same vocabulary as the keywords of the previous layer;

[0050] In the second output mode, the keyword association module outputs the words and / or sentences that have the same vocabulary as the keywords of the previous N layers and the associated complications of the keywords of the previous N layers.

[0051] Specifically, in the embodiment of the present invention, the data screening module calculates the absolute value of the difference between the complexity index and the preset complexity index in the corresponding output mode, so as to determine the screening ratio when outputting the keywords of the associated diseases of the current layer according to the comparison result of the absolute value of the difference and the preset difference;

[0052] If the absolute value of the difference is less than or equal to the preset difference, the data screening module determines that the screening ratio is the first screening ratio;

[0053] If the absolute value of the difference is greater than the preset difference, the data screening module determines that the screening ratio is the second screening ratio.

[0054] In the embodiment of the present invention, when the data screening module performs keyword screening, it deletes the sentences with the same semantics and the words and sentences associated with the keywords with the same vocabulary.

[0055] In the embodiment of the present invention, the value of the preset difference is 0.15, but the above value is not limited to this, and those skilled in the art can also adjust the above value according to the actual situation.

[0056] Specifically, in the embodiment of the present invention, the data analysis module recommends a department for medical treatment to the user based on the selected keywords among several layers of keywords by the user, and analyzes the selected keywords to recommend a doctor for medical treatment to the user according to the selected keywords.

[0057] Specifically, the analysis of the selected keywords by the data analysis module in the embodiment of the present invention includes calculating the number of disease types of the associated diseases corresponding to the selected keywords, so as to determine the cumulative diagnosis and treatment duration of the doctor for medical treatment according to the comparison result of the number of disease types and the preset number of disease types;

[0058] If the number of disease types is less than or equal to the preset number of disease types, the data analysis module determines that the cumulative diagnosis and treatment duration of the attending physician is the first duration;

[0059] If the number of disease types is greater than the preset number of disease types, the data analysis module determines that the cumulative diagnosis and treatment duration of the attending physician is the second duration.

[0060] In the embodiment of the present invention, the preset number of disease types is 2. Through the above recommendation method, for the user's disease, the system can make a judgment of no more than two disease types. If it exceeds, it is determined that a more experienced physician is needed to diagnose and treat the disease.

[0061] Specifically, in the embodiment of the present invention, when the data analysis module determines that the attending physician has completed, the guidance analysis module obtains the visit durations of several users at the attending physician to determine the recommendation accuracy rate, and sets:

[0062]

[0063] Wherein, X is the recommendation accuracy rate, Qi is the total value of the visit durations of users whose visit durations at the attending physician are greater than the preset visit duration, Qz is the total value of the visit durations of all users who visit the attending physician, and R is the proportion of users who change the visiting department.

[0064] In the embodiment of the present invention, the preset visit duration is 1h. This value is obtained by evaluating the comprehensive diagnosis and treatment durations of several experienced physicians. However, the above value is not limited to this, and those skilled in the art can also adjust this value according to the actual diagnosis and treatment experience of the physician.

[0065] Specifically, when the guidance analysis module calculates the recommendation accuracy rate, it compares the recommendation accuracy rate with the preset recommendation accuracy rate standard to determine whether to adjust the recommendation process according to the comparison result;

[0066] If the recommendation accuracy rate is less than or equal to the recommendation accuracy rate standard, the guidance analysis module determines to adjust the recommendation process;

[0067] If the recommendation accuracy rate is greater than the preset recommendation accuracy rate, the guidance analysis module determines not to adjust the recommendation process.

[0068] Specifically, when the guidance analysis module determines to adjust the recommendation process, it calculates the difference between the recommendation accuracy rate and the recommendation accuracy rate standard to determine the adjustment method of the recommendation process according to the comparison result of the difference and the preset difference;

[0069] If the difference is less than or equal to a preset difference, the guidance analysis module determines to adjust the recommendation process in a first adjustment manner;

[0070] If the difference is greater than the preset difference, the guidance analysis module determines to adjust the recommendation process in a second adjustment manner.

[0071] In an embodiment of the present invention, the value of the preset recommendation accuracy rate standard is 0.96, and this value is obtained through several experiments verified by the intelligent guidance system of the present invention.

[0072] Specifically, in the first adjustment manner, the guidance analysis module obtains the average diagnosis and treatment duration of associated users similar to the user's clicked keywords at the attending physician, and determines to adjust the preset number of disease types according to the comparison result between the average diagnosis and treatment duration and the preset diagnosis and treatment duration;

[0073] If the average diagnosis and treatment duration is less than or equal to the preset diagnosis and treatment duration, the guidance analysis module determines to adjust the preset number of disease types with a first adjustment coefficient;

[0074] If the average diagnosis and treatment duration is greater than the preset diagnosis and treatment duration, the guidance analysis module determines to adjust the preset number of disease types with a second adjustment coefficient.

[0075] In an embodiment of the present invention, among the associated users obtained by the guidance analysis module that are similar to the user's clicked keywords, when the proportion of the number of identical keywords between the associated user's clicked keywords and the user's clicked keywords is greater than a preset proportion, the guidance analysis module determines that the associated user is a similar user. In this embodiment, the value of the preset proportion is 0.9.

[0076] In an embodiment of the present invention, the value of the preset diagnosis and treatment duration is the average duration of all attending physicians in the current department for diagnosing and treating all patients.

[0077] In an embodiment of the present invention, the value of the first adjustment coefficient is 0.9, and the value of the second adjustment coefficient is 0.8. However, the above values are not limited to this, and those skilled in the art can also adjust the above values according to actual situations.

[0078] In an embodiment of the present invention, in the second adjustment manner, the data screening module obtains the average diagnosis and treatment duration of associated users similar to the user's clicked keywords at the attending physician, and determines to adjust the screening ratio according to the comparison result between the average diagnosis and treatment duration and the preset diagnosis and treatment duration;

[0079] If the average diagnosis and treatment duration is less than or equal to the preset diagnosis and treatment duration, the data screening module determines to compensate the screening ratio with a first compensation coefficient;

[0080] If the average diagnosis and treatment duration is greater than the preset diagnosis and treatment duration, the data screening module determines to compensate the preset screening ratio with a second compensation coefficient.

[0081] In the embodiments of the present invention, the value of the first compensation coefficient is 1.2, and the value of the second compensation coefficient is 1.3. However, the above values are not limited to this, and those skilled in the art can also adjust the above values according to the actual situation.

[0082] So far, the technical solution of the present invention has been described in conjunction with the preferred embodiments shown in the drawings. However, it is easy for those skilled in the art to understand that the protection scope of the present invention is obviously not limited to these specific embodiments. Without departing from the principle of the present invention, those skilled in the art can make equivalent changes or substitutions to the relevant technical features, and the technical solutions after these changes or substitutions will all fall within the protection scope of the present invention.

[0083] The above are only the preferred embodiments of the present invention and are not used to limit the present invention; for those skilled in the art, the present invention can have various changes and modifications. Any modification, equivalent substitution, improvement, etc. made within the spirit and principle of the present invention shall be included in the protection scope of the present invention.

Claims

1. An intelligent guidance system for customer service, characterized in that: include: A database output module, used to output keywords related to the disease from the hospital database to the display screen of the hospital registration terminal device; A data collection module, used to collect the selected keywords selected by the user on the display screen; A keyword association module, which is connected to the database output module and the data acquisition module respectively, and is used to send the selected keyword to the database output module so that the database output module outputs the next layer of keywords associated with the disease; The keyword association module outputs the next layer of keywords of the associated disease including only outputting the words and / or sentences of the associated disease having the same vocabulary as the previous layer of keywords under the condition that the complexity index is less than or equal to the preset complexity index; The output of the next layer of keywords of the associated disease by the keyword association module includes outputting words and / or sentences having the same vocabulary as the first N layers of keywords and associated complications of the first N layers of keywords under the condition that the complexity index is greater than a preset complexity index; A data analysis module, connected to the data collection module, for analyzing the selected keywords to recommend a department and a doctor to the user; A guidance analysis module, which is connected to the data analysis module and is used to analyze the consultation departments and doctors recommended to the user to determine the accuracy of the recommendation; a data screening module, which is connected to the keyword association module and the guidance analysis module respectively, and is used to screen the keywords associated with the disease according to the recommendation accuracy; The data screening module calculates the absolute value of the difference between the complexity index and the preset complexity index under the corresponding output mode, and determines the screening ratio of the current layer when outputting keywords of related diseases according to the comparison result of the absolute value of the difference and the preset absolute value of the difference.

2. The intelligent guidance system for customer service according to claim 1, characterized in that: The keyword association module calculates the complexity of the associated symptoms under preset conditions to determine the output of the next layer of keywords of the associated symptoms by the database output module according to the comparison result of the complexity index with the preset complexity index.

3. The intelligent guidance system for customer service according to claim 2, characterized in that: The data analysis module analyzes the selected keywords by calculating the number of symptom types of the associated symptoms corresponding to the selected keywords, so as to determine the cumulative diagnosis and treatment time of the attending physician based on the comparison result of the number of symptom types and the preset number of symptom types.

4. The intelligent guidance system for customer service according to claim 3, characterized in that: The guidance analysis module determines to adjust the recommendation process under the condition that the recommendation accuracy is less than or equal to a preset recommendation accuracy standard.

5. The intelligent guidance system for customer service according to claim 4, characterized in that: The guidance analysis module calculates the difference between the recommendation accuracy and the recommendation accuracy standard under the condition of determining to adjust the recommendation process, so as to determine the adjustment of the recommendation process according to the comparison result of the difference with the preset difference.

6. The intelligent guidance system for customer service according to claim 5, characterized in that: The guidance analysis module obtains the average treatment time of the associated users with similar keywords selected by the user at the doctor's consultation, so as to determine the adjustment of the number of preset disease types based on the comparison result of the average treatment time and the preset treatment time.

7. The intelligent guidance system for customer service according to claim 6, characterized in that: The data screening module obtains the average treatment time of the associated users with similar keywords selected by the user at the treating physician, so as to determine the adjustment of the screening ratio according to the comparison result of the average treatment time with the preset treatment time.

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