Case division method and device, computer equipment and storage medium

Abstract

The invention relates to the technical field of intelligent decision, and discloses a case division method and device, computer equipment and a storage medium, and the method comprises the steps: obtaining the business data of each case; based on the corresponding field content in the business data of each case, performing basic marking on each case by using a preset label decision table to obtain a business label corresponding to each case; determining a to-be-processed case from the cases according to the business labels and the business data corresponding to the cases; determining a task role corresponding to the to-be-processed case according to the business data of the to-be-processed case; and based on the task role and a preset case division template, determining a target business person responsible for processing the to-be-processed case. According to the invention, the case allocation efficiency and precision can be improved, so that the time cost and error rate of manual operation can be reduced.

Description

Technical Field

[0001] The present invention relates to the field of intelligent decision-making technology, and in particular to a case division method, device, computer equipment and storage medium. Background Art

[0002] With the continuous increase in the number of cases and the increasing complexity of business, how to improve the efficiency and quality of case handling is a technical problem that needs to be solved urgently.

[0003] At present, cases are usually assigned manually by business personnel based on their experience. However, this manual case assignment method takes a long time and is inefficient, which seriously affects the timeliness of case processing. In addition, this manual case assignment method relies too much on the experience of business personnel and is prone to assignment errors. Summary of the invention

[0004] The present invention provides a case allocation method, device, computer equipment and storage medium, which are mainly capable of improving the efficiency and accuracy of case allocation, thereby reducing the time cost and error rate of manual operation.

[0005] In the first aspect, a method for case division is provided, comprising:

[0006] Obtain business data for each case;

[0007] Based on the corresponding field content in the business data of each case, each case is basically labeled using a preset label decision table to obtain a business label corresponding to each case;

[0008] Determine the cases to be processed from the cases according to the business labels and business data corresponding to the cases;

[0009] Determine the task role corresponding to the case to be processed according to the business data of the case to be processed;

[0010] Based on the task roles and the preset case assignment template, the target business personnel responsible for handling the pending cases are determined.

[0011] In a second aspect, a case division device is provided, comprising:

[0012] An acquisition unit, used to acquire business data of each case;

[0013] A labeling unit, configured to perform basic labeling on each case based on the corresponding field content in the business data of each case using a preset label decision table to obtain a business label corresponding to each case;

[0014] A first determining unit, configured to determine a case to be processed from the cases according to the business tags and business data corresponding to the cases;

[0015] A second determining unit, configured to determine a task role corresponding to the case to be processed according to the business data of the case to be processed;

[0016] The third determining unit is used to determine the target business personnel who is responsible for handling the pending case based on the task role and the preset case assignment template.

[0017] According to a third aspect, a computer device is provided, comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor implements the steps of the above-mentioned case division method when executing the computer program.

[0018] In a fourth aspect, a computer-readable storage medium is provided, which stores a computer program, and when the computer program is executed by a processor, the steps of the above-mentioned case division method are implemented.

[0019] The present application provides a case division method, device, computer equipment and storage medium. Compared with the existing manual case division method, it can first use the preset label decision table to perform basic labeling on each case, and determine the cases to be processed from each case according to the business labels and business data of each case, and then determine the task roles corresponding to the cases to be processed. Finally, based on the task roles and the preset case division template, the appropriate business personnel are automatically matched for the cases to be processed. In this way, automatic case division processing can be achieved, thereby improving the efficiency and accuracy of case allocation and reducing the time cost and error rate of manual operations. At the same time, the present application can provide strong support for the flexibility and adaptability of case division by adopting a preset case division template. In addition, since the present application first performs task role matching and then performs specific case allocation at the business personnel level, it is possible to uniformly and automatically divide and manage multiple types of cases, breaking through the limitations of traditional single-type case management. BRIEF DESCRIPTION OF THE DRAWINGS

[0020] In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the accompanying drawings required for use in the description of the embodiments of the present invention will be briefly introduced below. Obviously, the accompanying drawings in the following description are only some embodiments of the present invention. For ordinary technicians in this field, other accompanying drawings can be obtained based on these accompanying drawings without paying creative labor.

[0021] Figure 1 A schematic diagram of an application environment provided by an embodiment of the present application is shown.

[0022] Figure 2 A schematic diagram of a process flow of a case division method provided in an embodiment of the present application is shown;

[0023] Figure 3A schematic diagram of a process flow of a method for determining tasks to be processed provided in an embodiment of the present application is shown;

[0024] Figure 4 A schematic diagram of a method for determining a target business personnel provided in an embodiment of the present application is shown;

[0025] Figure 5 A schematic diagram of the structure of a case division device provided in an embodiment of the present application is shown;

[0026] Figure 6 A schematic diagram of the structure of a computer device provided in an embodiment of the present application is shown;

[0027] Figure 7 A schematic diagram of the structure of another computer device provided in an embodiment of the present application is shown. DETAILED DESCRIPTION

[0028] The following will be combined with the drawings in the embodiments of the present invention to clearly and completely describe the technical solutions in the embodiments of the present invention. Obviously, the described embodiments are part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0029] The case division method provided in the embodiment of the present invention can be applied in the following aspects: Figure 1 In the application environment, the client communicates with the server through the network. The server can obtain the business data of each case, and then based on the business data of each case, perform basic labeling on each case to obtain the business label corresponding to each case, and determine the pending cases from each case according to the business label and business data corresponding to each case, and then determine the task role corresponding to the pending case according to the business data of the pending case, and finally determine the target business personnel responsible for handling the pending case based on the task role and the preset case division template, and the business personnel can see the case assigned to them through the client. This application can realize automatic case division processing by first performing basic labeling on the case, matching the task role, and then using the preset case division template to match the specific business personnel for the pending case, thereby improving the allocation efficiency and accuracy of the case and reducing the time cost and error rate of manual operation. Among them, the client can be but not limited to various personal computers, laptops, smart phones, tablet computers and portable wearable devices. The server can be implemented with an independent server or a server cluster composed of multiple servers. The present invention is described in detail below through specific embodiments.

[0030] See also Figure 2 As shown, Figure 2A flowchart of a case division method provided in an embodiment of the present invention includes the following steps:

[0031] S10. Obtain business data for each case.

[0032] The cases specifically include collection cases, litigation cases, and cases in other fields, etc. The embodiments of the present invention do not specifically limit the fields involved in the cases. For collection cases, the business data specifically includes: basic information of the debtor, debt details, repayment records, communication records, case status, processing records, overdue days, statistics of the amount of debt owed, etc.; for litigation cases, the business data specifically includes: basic litigation information, litigation materials, litigation costs, court records, litigation process, party information, etc.

[0033] In the embodiment of the present invention, the operator can upload the business data of each case to the server, and the server regularly counts the business data for automatic case assignment. For example, in the financial field, such as banks or leasing companies, at the beginning of each month, the server assigns the collection cases to the corresponding business personnel for processing based on the business data of the collection cases.

[0034] S20. Based on the corresponding field content in the business data of each case, each case is basically labeled using a preset label decision table to obtain a business label corresponding to each case.

[0035] For collection cases, the business tags include the degree of overdue, the reason for overdue, whether it is the first overdue, etc. For litigation cases, the business tags include the litigation progress, case complexity, whether the parties request interruption or suspension, etc. In addition, multiple decision dimensions are configured in the preset label decision table, and different label results can be obtained through various information combinations under multiple decision dimensions.

[0036] For the embodiment of the present invention, when labeling cases, the content of the first business field corresponding to each case can be determined based on the business data of each case, and then the content of the first business field can be input into the preset label decision table to perform basic labeling on each case to obtain the business label corresponding to each case.

[0037] The business data includes contents of multiple business fields. A first business field may be selected from the multiple business fields according to actual business requirements. The first business field may include one, two or more fields.

[0038] For example, the degree of overdue is marked using a preset label decision table. The first business field includes the number of overdue days, the amount of debt owed, and the asset status. The number of overdue days, the amount of debt owed, and the asset status are input into the preset label decision table to mark the collection case. If the debtor has a short overdue number of days, a small amount of debt, and a good asset status, the business label corresponding to the collection case is M1; on the contrary, if the debtor has a long overdue number of days, a large amount of debt, and a poor asset status, the business label corresponding to the collection case is M2.

[0039] In addition to using a preset label decision table to perform basic labeling on cases, the embodiment of the present invention can also use a decision tree to perform basic labeling on cases, that is, input the content of the first business field corresponding to each case into the decision tree to perform basic labeling on each case, and obtain the business label corresponding to each case.

[0040] S30. Determine the cases to be processed from the cases according to the business labels and business data corresponding to the cases.

[0041] Among them, pending cases are cases that need to be assigned business personnel to handle.

[0042] In the embodiment of the present invention, after processing and marking each case, it is necessary to run the task, that is, to select which cases are to be processed from each case and generate task information. Figure 3 As shown, S30 specifically includes:

[0043] S31. For any one of the cases, if any one of the cases is a newly added case, determine the content of the second business field corresponding to the newly added case based on the business data of the newly added case, and determine whether the newly added case needs to be processed based on the content and business label of the second business field corresponding to the newly added case.

[0044] Among them, the business data includes the contents of multiple business fields, and the second business field can be selected from the multiple business fields according to actual business needs. The second business field can include one, two or more fields, and the second business field and the first business field can have the same fields.

[0045] For the embodiment of the present invention, if a case has no processing record and is a newly added case, the content of the second business field and the business tag corresponding to the newly added case can be input into the preset task decision table to make a task decision, that is, to determine whether the newly added case needs to be processed. For example, the second business field is whether the debtor has an overdue record. If the debtor of the newly added case does not have an overdue record and the overdue tag is a non-malicious overdue, it is determined that the newly added case is not a pending case and does not need to generate task information; on the contrary, if the debtor of the newly added case has an overdue record and the overdue tag is a malicious overdue, it is determined that the newly added case is a pending case and needs to generate task information.

[0046] In addition to using the above-mentioned preset task decision table to determine whether a new case is a pending case, you can also use a decision tree to determine whether a new case is a pending case, that is, input the content of the second business field and the business label corresponding to the new case into the decision tree to determine whether the new case is a pending case.

[0047] S32: If the newly added case needs to be processed, determine the newly added case as the case to be processed.

[0048] According to the embodiment of the present invention, if it is determined that a new case needs to be processed by a business person, the new case is determined to be a pending case, and task information of the new case is generated to assign it to a corresponding business person for processing.

[0049] S33. If any of the cases is a past case, determine the content of the third business field corresponding to the past case based on the business data of the past case, and determine whether the past case needs to be transferred based on the content and business label of the third business field corresponding to the past case.

[0050] Among them, past cases are cases that have been handled before, but may need to be handled further at present. For example, for a collection case, if the business personnel have collected the debt before, but the debtor still has not repaid, it may be necessary to continue to collect the debt at present, that is, the collection case needs to be handled further.

[0051] For the embodiment of the present invention, when determining whether a past case needs to continue to be assigned to a business person for processing, it is necessary to first determine whether the past case has been concluded. If the past case has not been concluded, it is necessary to further determine whether the past case should continue to be processed by the original business person or needs to be transferred out.

[0052] For example, for a collection case, if the collection case has been handled by the collection personnel and the debtor has repaid the debt, the process of the past case is completed and no further processing is required; if the debtor has not repaid the debt, it is necessary to further determine whether the collection case should continue to be handled by the original business personnel or needs to be transferred out. If the collection case does not need to be transferred and can be continued by the original business personnel, the process ends and the task role matching and specific business personnel allocation process in this solution are no longer executed; if the collection case needs to be transferred to other business personnel for processing, it means that the past case is a pending case.

[0053] Regarding the specific determination process of case transfer, step S33 specifically includes: determining whether the business personnel of the past case need to be replaced during the subsequent processing according to the content and business label of the third business field corresponding to the past case, as well as the processing status of the past case; if the business personnel of the past case need to be replaced during the subsequent processing, determining that the past case needs to be transferred; if the business personnel of the past case does not need to be replaced during the subsequent processing, determining that the past case does not need to be transferred.

[0054] Among them, the business data includes the contents of multiple business fields, and the third business field can be selected from the multiple business fields according to actual business needs. The third business field may include one, two or more fields, and the same fields may exist between the third business field, the first business field and the second business field.

[0055] Specifically, a preset case transfer decision table and decision tree can be used to comprehensively determine whether the past case needs to replace the business personnel based on the content and business label of the third business field corresponding to the past case, as well as the previous processing situation. If the past case needs to replace the business personnel, it is determined that the past case needs to be transferred; if the past case does not need to replace the business personnel, it is determined that the past case does not need to be transferred.

[0056] For example, the third business field corresponding to a past case is the asset status and repayment record. If the debtor of the past case has a poor asset status and a poor repayment record, the overdue label is upgraded from M1 to M2, and the debtor has not made any repayment moves after being urged by the business personnel, then it can be determined that the business personnel of the past case needs to be replaced, that is, the past case needs to be transferred.

[0057] S34. If the past case needs to be transferred, the past case is determined to be the case to be processed.

[0058] For the embodiment of the present invention, if a past case needs to be transferred, it means that a business personnel needs to be reassigned for processing, and the process of task role matching and specific business personnel assignment in this solution is executed. At this time, it can be determined that the past case is a pending case; on the contrary, if the past case does not need to be transferred, it means that the past case can continue to be processed by the original business personnel, and there is no need to reassign business personnel, and the past case is not a pending case.

[0059] In some implementations, some cases do not require immediate generation of task information due to special reasons, or although task information can be generated, case assignment is not required for the time being. At this point, after basic labeling of each case, each case can be matched with the cases in a preset whitelist to prevent cases that do not need to be processed immediately from being distributed. For this process, the method includes: for any one of the cases, matching the case with each case in the preset whitelist; if there is a target case matching any one of the cases in the preset whitelist, determining the category information of the target case; if the category information of the target case is a case that prohibits the generation of tasks, determining that case information to be processed will no longer be generated for any one of the cases; if the category information of the target case is a case that prohibits assignment, determining that case assignment will no longer be performed for any one of the cases.

[0060] Among them, the preset whitelist stores records of cases that do not need to be processed immediately. These cases can also be specifically subdivided into cases that are prohibited from generating tasks, cases that are prohibited from being assigned, etc.

[0061] For example, for any case A after labeling, match case A with each case recorded in the preset whitelist. If there is a target case matching case A in the preset whitelist, further check to see which category the target case belongs to. If the target case belongs to a case that is prohibited from generating tasks, then no task information, that is, case processing information, will be generated for case A in the future; if the target case belongs to a case that is prohibited from being assigned, then task information will be generated for case A, but case A will not be assigned for processing for the time being.

[0062] By setting a preset whitelist, the embodiment of the present invention can take into account special circumstances of automatic case assignment, and avoid distributing some cases that do not need to be assigned for the time being, thereby causing a waste of resources.

[0063] S40: Determine the task role corresponding to the case to be processed according to the business data of the case to be processed.

[0064] Among them, for collection cases, the task roles specifically include telephone collection, door-to-door collection, asset manager, customer manager, and human resource outsourcing; for litigation cases, the task roles specifically include grassroots judges, intermediate judges, senior judges, etc.

[0065] Due to the large number of business personnel, in order to accurately match the pending cases to the corresponding business personnel, the embodiment of the present invention first determines the task role adapted to the pending cases, and then matches the specific person to the pending cases. With respect to the task role matching process, the method includes: determining the content of the third business field corresponding to the pending case according to the business data of the pending case; inputting the content and business label of the third business field corresponding to the pending case into the preset task role decision table for task role analysis, and obtaining the task role corresponding to the pending case.

[0066] For example, the third business field corresponding to a pending case is the asset status and repayment record. If the debtor's asset status is poor, the repayment record is poor, and the overdue label is M2, then the task role corresponding to the pending case is determined to be door-to-door collection. On the contrary, if the debtor's asset status is good, there is no record of unpaid debts, and the overdue label is M0, then the task role corresponding to the pending case is determined to be telephone collection.

[0067] In addition to using a preset task role decision table to analyze the task role corresponding to the pending case, the embodiment of the present invention can also use a preset role prediction model to analyze the task role corresponding to the pending case. Based on this, the method includes: inputting the content and business label of the third business field corresponding to the pending case into the preset role prediction model to predict the task role, and obtaining the task role corresponding to the pending case.

[0068] The preset role prediction model may specifically be a classification model such as a multi-layer perceptron, a support vector machine, etc.

[0069] S50: Based on the task role and the preset case assignment template, determine the target business personnel responsible for handling the pending case.

[0070] The preset case division template is used to configure the case division rules. Different case division rules can be generated by combining different parameter configuration items in the preset case division template.

[0071] For the embodiment of the present invention, in order to accurately assign pending cases to specific business personnel, it is necessary to pre-set a case assignment template. There are multiple parameter configuration items in the preset case assignment template. By selecting different parameter configuration items for combination, different case assignment rules can be generated.

[0072] When using the preset case division template to divide the case, if Figure 4 As shown, the method includes:

[0073] S51. Based on the task role, determine each parameter configuration item from the preset case template.

[0074] According to the embodiment of the present invention, after determining the task role corresponding to the case to be processed, the operator can select corresponding parameter configuration items, such as the allocation ratio, in the preset case allocation template.

[0075] S52: Combine the various parameter configuration items to generate case division rules that match the task role.

[0076] According to the embodiment of the present invention, after determining each parameter configuration item, the parameter configuration items are combined to generate a case division rule.

[0077] S53. According to the case division rule, determine the target business personnel who is responsible for handling the pending case from among the business personnel with the task role.

[0078] For the embodiment of the present invention, when case assignment is performed using case assignment rules, if the task role is the first role, the target business personnel corresponding to the case to be processed is determined based on the preset case assignment ratio; if the task role is the second role, the target business personnel corresponding to the case to be processed is determined based on the geographical distance between the business personnel with the second role and the main personnel involved in the case to be processed.

[0079] The first role may be telephone collection, and the second role may be door-to-door collection. The first role and the second role may also be set according to actual business needs, which is not specifically limited in the embodiment of the present invention.

[0080] For example, there are 100 collection cases, and their corresponding task roles are all telephone collection. At this time, the target business personnel corresponding to each collection case can be determined according to the preset case distribution ratio. For example, 80% of the collection cases can be handled by machine calling, and the other 20% of the collection cases can be handled manually by telephone collection business personnel.

[0081] For example, the task role corresponding to a certain collection case is door-to-door collection. At this time, you can select the nearest business personnel based on the distance between the business personnel who are specifically responsible for door-to-door collection and the debtor.

[0082] In some embodiments, when determining the target business personnel corresponding to the case to be processed based on the geographical distance between the business personnel with the second role and the main personnel involved in the case to be processed, the business personnel with the second role can be sorted according to the distance from near to far. While selecting the appropriate business personnel according to the arrangement order, the number of cases that the business personnel is currently responsible for handling must also be considered. If the number of cases that the business personnel in the current ranking position is responsible for handling exceeds the upper limit, the business personnel in the next ranking position will continue to be considered.

[0083] Therefore, by setting up a preset case assignment template, it is possible to reasonably assign responsible business personnel to each case according to the preset case assignment rules, thereby improving the accuracy and efficiency of case allocation.

[0084] In some embodiments, if the original business personnel who was previously responsible for handling the pending case has applied for a case retention application and has been approved, or the case handling effect of the original business personnel has reached expectations, the business personnel for the pending case can be reassigned without using the preset case assignment template, and the pending case can continue to be handled by the original business personnel. This can ensure the handling effect of the case and match the most suitable business personnel for each case.

[0085] A case division method provided by an embodiment of the present invention can realize automatic case division and processing by performing basic labeling on each case, assigning task roles, and using a preset case division template to automatically match appropriate business personnel for the cases to be processed, thereby improving the efficiency and accuracy of case allocation and reducing the time cost and error rate of manual operations. At the same time, the embodiment of the present invention can provide strong support for the flexibility and adaptability of case division by adopting a preset case division template. In addition, since the embodiment of the present invention first performs task role matching and then performs specific case allocation at the business personnel level, it is possible to uniformly and automatically divide and manage multiple types of cases, breaking through the limitations of traditional single-type case management.

[0086] It should be understood that the order of execution of the steps in the above embodiment does not necessarily mean the order of execution. The execution order of each process should be determined by its function and internal logic, and should not constitute any limitation on the implementation process of the embodiment of the present invention.

[0087] In one embodiment, a case division device is provided, which corresponds one-to-one to the case division method in the above embodiment. Figure 5 As shown, the case division device includes an acquisition unit 101, a marking unit 102, a first determination unit 103, a second determination unit 104, and a third determination unit 105. Each functional unit is described in detail as follows:

[0088] The acquisition unit 101 may be used to acquire business data of each case.

[0089] The labeling unit 102 may be used to perform basic labeling on each case based on the corresponding field content in the business data of each case using a preset label decision table to obtain a business label corresponding to each case.

[0090] The first determining unit 103 may be configured to determine the cases to be processed from the cases according to the business tags and business data corresponding to the cases.

[0091] The second determining unit 104 may be configured to determine a task role corresponding to the case to be processed according to the business data of the case to be processed.

[0092] The third determining unit 105 may be configured to determine a target business person who is responsible for handling the pending case based on the task role and a preset case assignment template.

[0093] In some embodiments, the labeling unit 102 can be specifically used to determine the content of the first business field corresponding to each case based on the business data of each case; input the content of the first business field into a preset label decision table to perform basic labeling on each case to obtain the business label corresponding to each case.

[0094] In some embodiments, the first determination unit 103 includes: a determination module and a first determination module.

[0095] The determination module can be used for any one of the cases. If any one of the cases is a new case, the content of the second business field corresponding to the new case is determined based on the business data of the new case, and whether the new case needs to be processed is determined based on the content and business label of the second business field corresponding to the new case.

[0096] The first determination module may be configured to determine that the newly added case is the case to be processed if the newly added case needs to be processed.

[0097] The determination module can also be used to determine the content of the third business field corresponding to the past case based on the business data of the past case if any of the cases is a past case, and determine whether the past case needs to be transferred based on the content and business label of the third business field corresponding to the past case.

[0098] The first determination module may also be used to determine that the past case is the pending case if the past case needs to be transferred.

[0099] In some embodiments, the determination module can be specifically used to determine whether the business personnel of the past case needs to be replaced in the subsequent processing process according to the content and business label of the third business field corresponding to the past case, as well as the processing status of the past case; if the business personnel of the past case needs to be replaced in the subsequent processing process, it is determined that the past case needs to be transferred; if the business personnel of the past case does not need to be replaced in the subsequent processing process, it is determined that the past case does not need to be transferred.

[0100] In some embodiments, the second determination unit 104 can be specifically used to determine the content of the third business field corresponding to the case to be processed based on the business data of the case to be processed; input the content and business label of the third business field corresponding to the case to be processed into a preset task role decision table to perform task role analysis to obtain the task role corresponding to the case to be processed; or input the content and business label of the third business field corresponding to the case to be processed into a preset role prediction model to perform task role prediction to obtain the task role corresponding to the case to be processed.

[0101] In some implementations, the third determination unit 105 includes a generation module and a determination module.

[0102] The determination module may be used to determine various parameter configuration items from the preset case template based on the task role.

[0103] The generation module can be used to combine the various parameter configuration items to generate case division rules that match the task role.

[0104] The determination module may also be used to determine, according to the case division rule, a target business person who is responsible for handling the pending case from among the business persons having the task role.

[0105] In some embodiments, the device further includes: a matching unit.

[0106] The matching unit can be used to match any one of the cases with the cases in the preset whitelist; if there is a target case matching any one of the cases in the preset whitelist, determine the category information of the target case; if the category information of the target case is a case that is prohibited from generating tasks, determine not to generate case information to be processed for any one of the cases; if the category information of the target case is a case that is prohibited from being assigned, determine not to perform case assignment processing on any one of the cases.

[0107] In some embodiments, the determination module can be specifically used to determine the target business personnel corresponding to the case to be processed based on a preset case distribution ratio if the task role is the first role; if the task role is the second role, determine the target business personnel corresponding to the case to be processed based on the geographical distance between the business personnel with the second role and the main personnel involved in the case to be processed.

[0108] The present invention provides a case division device, which can automatically match appropriate business personnel for pending cases by performing basic labeling on each case, assigning task roles, and using preset case division templates, thereby realizing automatic case division and processing, thereby improving the efficiency and accuracy of case allocation and reducing the time cost and error rate of manual operations. At the same time, the embodiment of the present invention can provide strong support for the flexibility and adaptability of case division by adopting preset case division templates. In addition, because the embodiment of the present invention first performs task role matching and then performs specific case allocation at the business personnel level, it is possible to uniformly and automatically divide and manage multiple types of cases, breaking through the limitations of traditional single-type case management.

[0109] For the specific definition of the case division device, please refer to the definition of the case division method above, which will not be repeated here. Each module in the above-mentioned case division device can be implemented in whole or in part by software, hardware and their combination. The above-mentioned modules can be embedded in or independent of the processor in the computer device in the form of hardware, or can be stored in the memory of the computer device in the form of software, so that the processor can call and execute the operations corresponding to the above modules.

[0110] In one embodiment, a computer device is provided. The computer device may be a server, and its internal structure diagram may be as follows: Figure 6 As shown. The computer device includes a processor, a memory, a network interface and a database connected via a system bus. The processor of the computer device is used to provide computing and control capabilities. The memory of the computer device includes a non-volatile and / or volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, a computer program and a database. The internal memory provides an environment for the operation of the operating system and the computer program in the non-volatile storage medium. The network interface of the computer device is used to communicate with an external client via a network connection. When the computer program is executed by the processor, it implements a function or step on the service side of a case division method.

[0111] In one embodiment, a computer device is provided. The computer device may be a client, and its internal structure diagram may be as follows: Figure 7As shown. The computer device includes a processor, a memory, a network interface, a display screen and an input device connected through a system bus. Among them, the processor of the computer device is used to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for the operation of the operating system and the computer program in the non-volatile storage medium. The network interface of the computer device is used to communicate with an external server through a network connection. When the computer program is executed by the processor, it implements a function or step on the client side of a case division method.

[0112] In one embodiment, a computer device is provided, including a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor implements the following steps when executing the computer program:

[0113] Obtain business data for each case;

[0114] Based on the corresponding field content in the business data of each case, each case is basically labeled using a preset label decision table to obtain a business label corresponding to each case;

[0115] Determine the cases to be processed from the cases according to the business labels and business data corresponding to the cases;

[0116] Determine the task role corresponding to the case to be processed according to the business data of the case to be processed;

[0117] Based on the task roles and the preset case assignment template, the target business personnel responsible for handling the pending cases are determined.

[0118] In one embodiment, a computer readable storage medium is provided, on which a computer program is stored, and when the computer program is executed by a processor, the following steps are implemented:

[0119] Obtain business data for each case;

[0120] Based on the corresponding field content in the business data of each case, each case is basically labeled using a preset label decision table to obtain a business label corresponding to each case;

[0121] Determine the cases to be processed from the cases according to the business labels and business data corresponding to the cases;

[0122] Determine the task role corresponding to the case to be processed according to the business data of the case to be processed;

[0123] Based on the task roles and the preset case assignment template, the target business personnel responsible for handling the pending cases are determined.

[0124] It should be noted that the above functions or steps that can be implemented by the computer-readable storage medium or computer device can refer to the relevant descriptions on the server side and the client side in the aforementioned method embodiment. To avoid repetition, they will not be described one by one here.

[0125] Those skilled in the art can understand that all or part of the processes in the above-mentioned embodiment methods can be completed by instructing the relevant hardware through a computer program, and the computer program can be stored in a non-volatile computer-readable storage medium. When the computer program is executed, it can include the processes of the embodiments of the above-mentioned methods. Among them, any reference to memory, storage, database or other media used in the embodiments provided in this application can include non-volatile and / or volatile memory. Non-volatile memory can include read-only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM) or flash memory. Volatile memory can include random access memory (RAM) or external cache memory. As an illustration and not limitation, RAM is available in many forms, such as static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), double data rate SDRAM (DDRSDRAM), enhanced SDRAM (ESDRAM), synchronous link (Synchlink) DRAM (SLDRAM), memory bus (Rambus) direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM).

[0126] Those skilled in the art can clearly understand that for the convenience and simplicity of description, only the division of the above-mentioned functional units and modules is used as an example. In actual applications, the above-mentioned functions can be distributed and completed by different functional units and modules as needed, that is, the internal structure of the device can be divided into different functional units or modules to complete all or part of the functions described above.

[0127] The embodiments described above are only used to illustrate the technical solutions of the present invention, rather than to limit the same. Although the present invention has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that the technical solutions described in the aforementioned embodiments may still be modified, or some of the technical features may be replaced by equivalents. Such modifications or replacements do not deviate the essence of the corresponding technical solutions from the spirit and scope of the technical solutions of the embodiments of the present invention, and should all be included in the protection scope of the present invention.

Claims

1. A method for case division, characterized in that: include: Obtain business data for each case; Based on the corresponding field content in the business data of each case, each case is basically labeled using a preset label decision table to obtain a business label corresponding to each case; Determine the cases to be processed from the cases according to the business labels and business data corresponding to the cases; Determine the task role corresponding to the case to be processed according to the business data of the case to be processed; Based on the task roles and the preset case assignment template, the target business personnel responsible for handling the pending cases are determined.

2. The method according to claim 1, characterized in that Based on the corresponding field content in the business data of each case, each case is labeled based on a preset label decision table to obtain a business label corresponding to each case, including: Determine the content of the first business field corresponding to each case according to the business data of each case; The content of the first business field is input into a preset label decision table to perform basic labeling on each of the cases to obtain a business label corresponding to each of the cases.

3. The method according to claim 1, characterized in that Determining the cases to be processed from the cases according to the business tags and business data corresponding to the cases includes: For any one of the cases, if the case is a newly added case, determine the content of the second business field corresponding to the newly added case according to the business data of the newly added case, and determine whether the newly added case needs to be processed according to the content and business label of the second business field corresponding to the newly added case; If the newly added case needs to be processed, then the newly added case is determined as the case to be processed; If any of the cases is a past case, the content of the third business field corresponding to the past case is determined according to the business data of the past case, and whether the past case needs to be transferred is determined according to the content and business label of the third business field corresponding to the past case; If the past case needs to be transferred, the past case is determined to be the pending case.

4. The method according to claim 3, characterized in that The determining whether the past case needs to be transferred according to the content of the third business field and the business tag corresponding to the past case includes: Determine whether the business personnel need to be replaced in the subsequent processing of the past case according to the content and business label of the third business field corresponding to the past case and the processing status of the past case; If the business personnel of the past case need to be replaced during the subsequent processing, it is determined that the past case needs to be transferred; If the past case does not require replacement of business personnel during subsequent processing, it is determined that the past case does not need to be transferred.

5. The method according to claim 1, characterized in that Determining the task role corresponding to the case to be processed according to the business data of the case to be processed includes: Determining the content of the third business field corresponding to the case to be processed according to the business data of the case to be processed; Input the content and business label of the third business field corresponding to the pending case into a preset task role decision table to perform task role analysis to obtain the task role corresponding to the pending case; or The content and business label of the third business field corresponding to the case to be processed are input into a preset role prediction model to perform task role prediction, so as to obtain the task role corresponding to the case to be processed.

6. The method according to any one of claims 1 to 5, characterized in that: Determining the target business personnel responsible for handling the pending cases based on the task roles and the preset case assignment template includes: Based on the task role, determine each parameter configuration item from the preset case template; Combining the various parameter configuration items to generate a case division rule that matches the task role; According to the case division rules, determine the target business personnel who are responsible for handling the pending cases from among the business personnel with the task roles; and / or Before determining the cases to be processed from the cases according to the business tags and business data corresponding to the cases, the method further includes: For any one of the cases, matching the any one of the cases with the cases in the preset whitelist; If there is a target case matching any one of the cases in the preset whitelist, determining the category information of the target case; If the category information of the target case is a case that is prohibited from generating tasks, it is determined that the case information to be processed will no longer be generated for any of the cases; If the category information of the target case is a case that is prohibited from being assigned, it is determined that no case assignment will be performed on any of the cases.

7. The method according to claim 6, characterized in that Determining the target business personnel who are responsible for handling the pending cases from the business personnel with the task roles according to the case division rules includes: If the task role is the first role, then based on the preset case allocation ratio, determine the target business personnel corresponding to the case to be processed; If the task role is the second role, the target business personnel corresponding to the case to be processed is determined according to the geographical distance between the business personnel with the second role and the subject personnel involved in the case to be processed.

8. A case division device, characterized in that: include: An acquisition unit, used to acquire business data of each case; A labeling unit, configured to perform basic labeling on each case based on the corresponding field content in the business data of each case using a preset label decision table to obtain a business label corresponding to each case; A first determining unit, configured to determine a case to be processed from the cases according to the business tags and business data corresponding to the cases; A second determining unit, configured to determine a task role corresponding to the case to be processed according to the business data of the case to be processed; The third determining unit is used to determine the target business personnel who is responsible for handling the pending case based on the task role and the preset case assignment template.

9. A computer device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, characterized in that: When the processor executes the computer program, the steps of the intelligent question and answer processing method as described in any one of claims 1 to 7 are implemented.

10. A computer-readable storage medium storing a computer program, characterized in that: When the computer program is executed by a processor, the steps of the intelligent question-answering processing method as claimed in any one of claims 1 to 7 are implemented.

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