Intelligent operation management system for insurance agent

Abstract

The invention relates to the technical field of data processing, in particular to an intelligent operation management system for an insurance agent, and the system comprises a storage module which is used for storing historical data of a plurality of insurance items of an insurance product; the risk item determination module is used for determining whether the insurance item is a risk item or not; the risk item evaluation module is used for determining a risk evaluation value of the risk item; the customer evaluation module is used for determining customer satisfaction based on the customer evaluation text; the operation process determination module is used for determining whether the operation process meets the standard or not; and the risk control module is used for determining whether the evaluation process of the risk evaluation value meets the standard or not, and determining and adjusting the preset dispute frequency or adjusting the cleaning proportion of the second text data. According to the invention, the control precision of the operation process of the insurance product is improved.

Description

Technical Field

[0001] The present invention relates to the technical field of data processing, and in particular to an intelligent operation management system for insurance agents. Background Art

[0002] With the advent of the information and intelligent era, the insurance market is becoming increasingly complex and changing rapidly, and the number of insurance agents and the scale of their business are constantly expanding. The traditional management model is insufficient in data processing capabilities, information integration efficiency, and decision-making support functions, and it is difficult to meet the needs of refined operations in the modern insurance market.

[0003] In order to improve the operational efficiency and service quality of insurance agencies, reduce operating costs, and enhance customer satisfaction, it is particularly important to design and implement an intelligent operation management system based on advanced information technology. The system aims to achieve intelligent assistance for the daily work of insurance agents by integrating and optimizing insurance business processes. At the same time, through in-depth mining and intelligent analysis of massive business data, it provides strong data support for management and helps them formulate more accurate market strategies and decisions. This background technology not only conforms to the trend of the insurance industry's transformation towards digitalization and intelligence, but also has important significance for promoting the modernization of my country's insurance industry.

[0004] Chinese Patent Publication No.: CN109993661 B discloses an insurance claim data analysis method and system, which includes the following steps: S1, obtaining insurance claim data, and processing the claim data according to the input requirements of the association analysis model to obtain an object set; S2, inputting the object set obtained in S1 into the association analysis model, the association analysis model analyzes and calculates the input object set, and obtains the object set that meets the association according to the rule threshold; S3, quantitatively analyzing the object set that meets the association to obtain the association rule item set table. This method analyzes the changes in business indicators of each subject in different time periods and the association relationship between multiple subjects, effectively helping insurance companies to control insurance claims, adjust operation plans, and help insurance companies plan their business strategies.

[0005] It can be seen that the insurance claims data analysis method and system have the following problems: although the invention inputs the object set into the association analysis model to obtain the rule item set table, the invention lacks monitoring of the accuracy of the association analysis model, and cannot guarantee whether the rule item set table generated according to the model meets the standards, thereby failing to guarantee the insurance company's insurance claims management and control accuracy. Summary of the invention

[0006] To this end, the present invention provides an intelligent operation management system for insurance agents, so as to overcome the problem of low control accuracy of the operation process of insurance products in the prior art.

[0007] To achieve the above object, the present invention provides an intelligent operation management system for insurance agents, comprising:

[0008] A storage module, used to store historical data of several insurance items of insurance products;

[0009] a risk project determination module, which is connected to the storage module and is used to determine whether the insurance project is a risk project based on a comparison result between the historical dispute frequency ratio of the insurance project and the preset dispute frequency ratio;

[0010] a risk project assessment module, which is connected to the storage module and the risk project determination module respectively, and is used to extract first text data and second text data corresponding to the risk project, and to perform semantic analysis on the first text data to extract first-category keywords, and to perform semantic analysis on the pre-processed second text data to extract second-category keywords, and to determine the risk evaluation value of the risk project based on the first-category keywords and the second-category keywords, wherein the first text data is the official explanation of the insurance project, and the second text data is text data converted from audio data in the communication process corresponding to the risk project;

[0011] A customer evaluation module, which is connected to the storage module and is used to determine customer satisfaction based on the customer evaluation text;

[0012] An operation process determination module is used to obtain third text data, extract third-category keywords based on the third text data, and determine keyword overlap based on the third-category keywords and determine whether the operation process meets the standards based on the keyword overlap, wherein the third text data is text data converted from complete audio data of the insurance agent during the communication process;

[0013] A risk control module, which is respectively connected to the storage module, the risk assessment module, the customer evaluation module and the operation process determination module, and is used to determine whether the evaluation process of the risk assessment value meets the standard based on the customer satisfaction based on the condition that the operation process meets the standard, and to determine to adjust the preset number of disputes or adjust the cleaning ratio of the second text data based on the satisfaction difference based on the condition that the evaluation process of the risk assessment value does not meet the standard.

[0014] Furthermore, the risk project determination module determines whether the insurance project is a risk project based on the proportion of the number of historical disputes.

[0015] If the historical dispute frequency ratio is greater than the preset dispute frequency ratio, the risk project determination module determines that the insurance project is a risk project;

[0016] If the historical dispute number ratio is less than or equal to the preset dispute number ratio, the risk project determination module determines that the insurance project is not a risk project.

[0017] Furthermore, the risk project determination module determines the preset dispute frequency ratio based on the historical data.

[0018] The risk item determination module counts the number of people who purchased the insurance product in the historical data, and counts the number of undisputed claims in the historical data;

[0019] The risk project determination module records the ratio of the number of times to the number of people as a preset dispute frequency ratio.

[0020] Further, the risk project assessment module determines the risk evaluation value based on the first category of keywords and the second category of keywords.

[0021] The risk project assessment module counts the number of the first category of keywords that do not appear in the second category of keywords;

[0022] The risk project assessment module records the ratio of the number to the number of the first category of keywords as the risk evaluation value.

[0023] Furthermore, the operation process determination module determines whether the operation process meets the standard based on the keyword overlap degree.

[0024] If the keyword overlap degree is greater than or equal to a preset keyword overlap degree, the operation process determination module determines that the operation process meets the standard;

[0025] If the keyword overlap degree is less than the preset keyword overlap degree, the operation process determination module determines that the operation process does not meet the standard.

[0026] Furthermore, the customer evaluation module determines the customer satisfaction based on the customer evaluation text.

[0027] Performing semantic analysis on the customer evaluation text to respectively determine a first number of evaluation words of a positive nature and a second number of evaluation words of a negative nature;

[0028] Adding the first quantity and the second quantity to obtain a sum of the quantities;

[0029] The ratio of the first quantity to the sum of the quantities is recorded as customer satisfaction.

[0030] Furthermore, the risk control module determines whether the evaluation process of the risk evaluation value meets the standard based on the customer satisfaction.

[0031] If the customer satisfaction is greater than or equal to a preset satisfaction, the customer evaluation module determines that the evaluation process of the risk evaluation value meets the standard;

[0032] If the customer satisfaction is less than the preset satisfaction, the customer evaluation module determines that the evaluation process of the risk evaluation value does not meet the standard.

[0033] Furthermore, the risk control module determines to adjust the preset number of disputes or the cleaning ratio of the second text data based on the satisfaction difference.

[0034] If the satisfaction difference is greater than a preset difference, the risk control module determines to adjust the preset number of disputes;

[0035] If the satisfaction difference is less than or equal to the preset difference, the risk control module determines to adjust the cleaning ratio of the second text data.

[0036] Furthermore, the risk control module sets several adjustment methods for the preset number of disputes, and each adjustment method has a different adjustment range for the preset number of disputes.

[0037] Furthermore, the risk control module sets several adjustment methods for the cleaning ratio, and each adjustment method has a different adjustment range for the cleaning ratio.

[0038] Compared with the prior art, the beneficial effect of the present invention lies in that, for a single insurance product, the present invention divides it into several insurance items, determines whether the insurance item is a risk item based on the number of disputes in the historical claims data, and focuses on explaining the risk items so that customers can fully understand the insurance claims scope and conditions. To this end, the communication data between the insurance agent and the customer is extracted for the risk item, and compared with the official explanation to determine the risk assessment value, which characterizes the probability of a dispute for this risk item; obtains customer evaluation text, performs semantic analysis to determine customer satisfaction, determines whether the evaluation process of the risk assessment value meets the standards based on the customer satisfaction, and corrects the evaluation process that does not meet the standards, thereby avoiding disputes caused by unclear explanations of insurance agents, thereby improving the insurance company's control accuracy over the operation process of insurance products. BRIEF DESCRIPTION OF THE DRAWINGS

[0039] Figure 1 The present invention is a structural block diagram of an intelligent operation management system for insurance agents according to an embodiment of the present invention. DETAILED DESCRIPTION

[0040] In order to make the objects and advantages of the present invention more clearly understood, the present invention is 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.

[0041] The preferred embodiments of the present invention are described below with reference to the accompanying drawings. It should be understood by those skilled in the art that these embodiments are only used to explain the technical principles of the present invention and are not intended to limit the protection scope of the present invention.

[0042] It should be noted that, in the description of the present invention, terms such as "up", "down", "left", "right", "inside" and "outside" indicating directions or positional relationships are based on the directions or positional relationships shown in the drawings. This is merely for the 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. Therefore, it cannot be understood as a limitation on the present invention.

[0043] In addition, it should be noted that in the description of the present invention, unless otherwise clearly specified and limited, the terms "installed", "connected", and "connected" 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 a direct connection, or it can be indirectly connected through an intermediate medium, or it can be the internal communication of two components. For those skilled in the art, the specific meanings of the above terms in the present invention can be understood according to specific circumstances.

[0044] See also Figure 1 As shown, it is a structural block diagram of an intelligent operation management system for insurance agents according to an embodiment of the present invention.

[0045] An embodiment of the present invention provides an intelligent operation management system for insurance agents, including:

[0046] A storage module, used to store historical data of several insurance items of insurance products;

[0047] a risk project determination module, which is connected to the storage module and is used to determine whether the insurance project is a risk project based on a comparison result between the historical dispute frequency ratio of the insurance project and the preset dispute frequency ratio;

[0048] a risk project assessment module, which is connected to the storage module and the risk project determination module respectively, and is used to extract first text data and second text data corresponding to the risk project, and to perform semantic analysis on the first text data to extract first-category keywords, and to perform semantic analysis on the pre-processed second text data to extract second-category keywords, and to determine the risk evaluation value of the risk project based on the first-category keywords and the second-category keywords, wherein the first text data is the official explanation of the insurance project, and the second text data is text data converted from audio data in the communication process corresponding to the risk project;

[0049] A customer evaluation module, which is connected to the storage module and is used to determine customer satisfaction based on the customer evaluation text;

[0050] An operation process determination module is used to obtain third text data, extract third-category keywords based on the third text data, and determine keyword overlap based on the third-category keywords and determine whether the operation process meets the standards based on the keyword overlap, wherein the third text data is text data converted from complete audio data of the insurance agent during the communication process;

[0051] A risk control module, which is respectively connected to the storage module, the risk assessment module, the customer evaluation module and the operation process determination module, and is used to determine whether the evaluation process of the risk assessment value meets the standard based on the customer satisfaction based on the condition that the operation process meets the standard, and to determine to adjust the preset number of disputes or adjust the cleaning ratio of the second text data based on the satisfaction difference based on the condition that the evaluation process of the risk assessment value does not meet the standard.

[0052] Specifically, the risk project determination module determines whether the insurance project is a risk project based on the historical dispute frequency ratio.

[0053] If the historical dispute frequency ratio is greater than the preset dispute frequency ratio, the risk project determination module determines that the insurance project is a risk project;

[0054] If the historical dispute number ratio is less than or equal to the preset dispute number ratio, the risk project determination module determines that the insurance project is not a risk project.

[0055] Specifically, the risk project determination module determines the preset dispute frequency ratio based on the historical data.

[0056] The risk item determination module counts the number of people who purchased the insurance product in the historical data, and counts the number of undisputed claims in the historical data;

[0057] The risk project determination module records the ratio of the number of times to the number of people as a preset dispute frequency ratio.

[0058] Specifically, the risk project assessment module determines the risk evaluation value based on the first category of keywords and the second category of keywords.

[0059] The risk project assessment module counts the number of the first category of keywords that do not appear in the second category of keywords;

[0060] The risk project assessment module records the ratio of the number to the number of the first category of keywords as the risk evaluation value.

[0061] Specifically, the operation process determination module determines whether the operation process meets the standard based on the keyword overlap.

[0062] If the keyword overlap degree is greater than or equal to a preset keyword overlap degree, the operation process determination module determines that the operation process meets the standard;

[0063] If the keyword overlap degree is less than the preset keyword overlap degree, the operation process determination module determines that the operation process does not meet the standard.

[0064] Specifically, the customer evaluation module determines the customer satisfaction based on the customer evaluation text.

[0065] Performing semantic analysis on the customer evaluation text to respectively determine a first number of evaluation words of a positive nature and a second number of evaluation words of a negative nature;

[0066] Adding the first quantity and the second quantity to obtain a sum of the quantities;

[0067] The ratio of the first quantity to the sum of the quantities is recorded as customer satisfaction.

[0068] Specifically, the risk control module determines whether the evaluation process of the risk evaluation value meets the standard based on the customer satisfaction.

[0069] If the customer satisfaction is greater than or equal to a preset satisfaction, the customer evaluation module determines that the evaluation process of the risk evaluation value meets the standard;

[0070] If the customer satisfaction is less than the preset satisfaction, the customer evaluation module determines that the evaluation process of the risk evaluation value does not meet the standard.

[0071] Specifically, the risk control module determines to adjust the preset number of disputes or the cleaning ratio of the second text data based on the satisfaction difference.

[0072] If the satisfaction difference is greater than a preset difference, the risk control module determines to adjust the preset number of disputes;

[0073] If the satisfaction difference is less than or equal to the preset difference, the risk control module determines to adjust the cleaning ratio of the second text data.

[0074] Specifically, the risk control module sets several adjustment methods for the preset number of disputes, and each adjustment method has a different adjustment range for the preset number of disputes.

[0075] Specifically, the risk control module sets several adjustment methods for the cleaning ratio, and each adjustment method has a different adjustment range for the cleaning ratio.

[0076] So far, the technical solutions of the present invention have been described in conjunction with the preferred embodiments shown in the accompanying 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 fall within the protection scope of the present invention.

Claims

1. An intelligent operation management system for insurance agents, characterized in that: include: A storage module, used to store historical data of several insurance items of insurance products; a risk project determination module, which is connected to the storage module and is used to determine whether the insurance project is a risk project based on a comparison result between the historical dispute frequency ratio of the insurance project and the preset dispute frequency ratio; a risk project assessment module, which is connected to the storage module and the risk project determination module respectively, and is used to extract first text data and second text data corresponding to the risk project, and to perform semantic analysis on the first text data to extract first-category keywords, and to perform semantic analysis on the pre-processed second text data to extract second-category keywords, and to determine the risk evaluation value of the risk project based on the first-category keywords and the second-category keywords, wherein the first text data is the official explanation of the insurance project, and the second text data is text data converted from audio data in the communication process corresponding to the risk project; A customer evaluation module, which is connected to the storage module and is used to determine customer satisfaction based on the customer evaluation text; an operation process determination module, which is connected to the storage module, and is used to obtain third text data, extract third-category keywords based on the third text data, and determine the keyword overlap based on the third-category keywords and determine whether the operation process meets the standard based on the keyword overlap, wherein the third text data is text data converted from the complete audio data of the insurance agent during the communication process; A risk control module, which is respectively connected to the storage module, the risk assessment module, the customer evaluation module and the operation process determination module, and is used to determine whether the evaluation process of the risk assessment value meets the standard based on the customer satisfaction based on the condition that the operation process meets the standard, and to determine to adjust the preset number of disputes or adjust the cleaning ratio of the second text data based on the satisfaction difference based on the condition that the evaluation process of the risk assessment value does not meet the standard.

2. The intelligent operation management system for insurance agents according to claim 1 is characterized in that: The risk project determination module determines whether the insurance project is a risk project based on the historical dispute frequency ratio. If the historical dispute frequency ratio is greater than the preset dispute frequency ratio, the risk project determination module determines that the insurance project is a risk project; If the historical dispute number ratio is less than or equal to the preset dispute number ratio, the risk project determination module determines that the insurance project is not a risk project.

3. The intelligent operation management system for insurance agents according to claim 2 is characterized in that: The risk project determination module determines the preset dispute frequency ratio based on the historical data, The risk item determination module counts the number of people who purchased the insurance product in the historical data, and counts the number of undisputed claims in the historical data; The risk project determination module records the ratio of the number of times to the number of people as a preset dispute frequency ratio.

4. The intelligent operation management system for insurance agents according to claim 3 is characterized in that: The risk project assessment module determines the risk evaluation value based on the first category of keywords and the second category of keywords, The risk project assessment module counts the number of the first category of keywords that do not appear in the second category of keywords; The risk project assessment module records the ratio of the number to the number of the first category of keywords as the risk evaluation value.

5. The intelligent operation management system for insurance agents according to claim 4 is characterized in that: The operation process determination module determines whether the operation process meets the standard based on the keyword overlap degree, If the keyword overlap degree is greater than or equal to a preset keyword overlap degree, the operation process determination module determines that the operation process meets the standard; If the keyword overlap degree is less than the preset keyword overlap degree, the operation process determination module determines that the operation process does not meet the standard.

6. The intelligent operation management system for insurance agents according to claim 5, characterized in that: The customer evaluation module determines the customer satisfaction based on the customer evaluation text, Performing semantic analysis on the customer evaluation text to respectively determine a first number of evaluation words of a positive nature and a second number of evaluation words of a negative nature; Adding the first quantity and the second quantity to obtain a sum of the quantities; The ratio of the first quantity to the sum of the quantities is recorded as customer satisfaction.

7. The intelligent operation management system for insurance agents according to claim 6, characterized in that: The risk control module determines whether the evaluation process of the risk evaluation value meets the standard based on the customer satisfaction, If the customer satisfaction is greater than or equal to a preset satisfaction, the customer evaluation module determines that the evaluation process of the risk evaluation value meets the standard; If the customer satisfaction is less than the preset satisfaction, the customer evaluation module determines that the evaluation process of the risk evaluation value does not meet the standard.

8. The intelligent operation management system for insurance agents according to claim 7, characterized in that: The risk control module determines to adjust the preset number of disputes or the cleaning ratio of the second text data based on the satisfaction difference, If the satisfaction difference is greater than a preset difference, the risk control module determines to adjust the preset number of disputes; If the satisfaction difference is less than or equal to the preset difference, the risk control module determines to adjust the cleaning ratio of the second text data.

9. The intelligent operation management system for insurance agents according to claim 8, characterized in that: The risk control module sets several adjustment methods for the preset number of disputes, and each adjustment method has a different adjustment range for the preset number of disputes.

10. The intelligent operation management system for insurance agents according to claim 8, characterized in that: The risk control module sets several adjustment methods for the cleaning ratio, and each adjustment method has a different adjustment range for the cleaning ratio.

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