Large-model-driven tax customer service intelligent training and visual pairing system

Abstract

The invention relates to the technical field of intelligent training, in particular to a tax customer service intelligent training and visual practice system driven by a large model, which comprises a control terminal, a data integration module, an intelligent training generation module, a large data model construction module, a visual practice module and an early warning module. Multi-dimensional data of customer service staff are integrated through the data integration module, then personalized training courses are generated for the customer service staff through the intelligent training generation module, a big data model of business scenes and consultation behaviors is constructed through the big data model construction module, a visual interface is added through the visual pair training module, and the customer service staff are trained through the visual pair training module. According to the technical scheme, a big data model is established, the content in the visual pair training process is compared with the big data model, when the content in the visual pair training process deviates from the big data model, an early warning signal is generated through an early warning module, and by the adoption of the technical scheme, a comprehensive, systematic and intelligent training solution is provided for tax institutions.

Description

Technical Field

[0001] The present invention relates to the field of intelligent training technology, and in particular to a large model-driven tax customer service intelligent training and visualization sparring system. Background Art

[0002] In the daily work of the tax bureau, tax customer service personnel play a vital role. They not only need to master a wealth of tax business knowledge and policies and regulations, but also need to have good communication skills and problem-solving skills.

[0003] However, traditional training methods often have problems such as single course content, lack of specificity, and difficulty in real-time updating, resulting in limited improvement in the business capabilities of customer service personnel. At the same time, due to the lack of a highly simulated training environment, customer service personnel often lack experience in dealing with complex problems and find it difficult to solve problems quickly and accurately. Summary of the invention

[0004] The purpose of the present invention is to provide a large model-driven intelligent training and visual practice system for tax customer service, so as to solve the problems that traditional training methods often have single course content, lack of pertinence, and difficulty in real-time updating, resulting in limited improvement in the business capabilities of customer service personnel. At the same time, due to the lack of a highly simulated practice environment, customer service personnel often lack experience in dealing with complex problems.

[0005] To achieve the above-mentioned purpose, the present invention provides a tax customer service intelligent training and visual sparring system driven by a large model, the tax customer service intelligent training and visual sparring system driven by a large model comprises a control terminal, a data integration module, an intelligent training generation module, a big data model construction module, a visual sparring module and an early warning module, the control terminal is provided with the intelligent training generation module, the big data model construction module, the visual sparring module and the early warning module, the data integration module is communicatively connected with the control terminal;

[0006] The data integration module is used to integrate multi-dimensional data of customer service personnel's job functions, skill levels, business knowledge mastery, and past training records;

[0007] The intelligent training generation module is used to generate personalized training courses for customer service personnel based on large model technology;

[0008] The big data model building module integrates historical data and uses big model technology to build big data models of business scenarios and consulting behaviors;

[0009] The visualization sparring module adds a visualization interface based on the intelligent training generation module, compares the content of the visualization sparring process with the big data model, and uploads the comparison results to the early warning module;

[0010] The early warning module is used to generate an early warning signal when the content in the visual sparring process deviates from the big data model, reminding the customer service staff that there is a problem with the current behavior.

[0011] The data integration module includes a data collection submodule, a data cleaning submodule and a data storage submodule. The data collection submodule is used to automatically collect multi-dimensional data on the customer service personnel's job functions, skill levels, business knowledge mastery and past training records;

[0012] The data cleaning submodule is used to clean and preprocess the collected data to ensure the accuracy and consistency of the data;

[0013] The data storage submodule is used to store the cleaned data in a database for use by subsequent modules.

[0014] The intelligent training generation module includes a personalized training course generation submodule, an intelligent sparring submodule, a real-time knowledge update submodule and an intelligent training effect evaluation submodule. The personalized training course generation submodule uses a large model algorithm to tailor a personalized training course for each customer service based on the customer service's job function, skill level, business knowledge mastery and multi-dimensional data of past training records;

[0015] The intelligent training submodule is used to create a highly simulated tax business simulation training environment, simulate various real work scenarios, and perform operations and responses in the simulated environment;

[0016] The real-time knowledge update submodule is used to ensure that the training content is always consistent with the latest tax policies and regulations;

[0017] The intelligent training effect evaluation submodule is used to monitor and evaluate the customer service performance in real time during the training process and generate a detailed training effect evaluation report.

[0018] The big data model building module includes a historical data collection submodule, a data preprocessing submodule and a model building submodule. The historical data collection submodule is used to integrate multi-source data such as taxpayer consultation data, service quality data and business processing data from the call system and the tax-payer interactive business system.

[0019] The data preprocessing submodule is used to perform preprocessing operations such as cleaning, deduplication and normalization on the collected multi-source data;

[0020] The model building submodule uses big model technology to build a big data model of tax business scenarios and taxpayers' consulting behaviors based on the preprocessed data.

[0021] Among them, the big data model constructed by the model construction submodule includes the consultation volume, consultation hotspots and consultation trends of different business types.

[0022] The visualization sparring module includes a visualization sparring submodule and a big data model comparison submodule. The visualization sparring submodule adds a visualization interface based on the intelligent sparring submodule to display the customer service operations and responses in the simulation environment, as well as the system feedback and evaluation in real time.

[0023] The big data model comparison submodule is used to compare the content in the visualization practice process with the big data model, and analyze whether the customer service operation conforms to the tax business scenario and the taxpayer's consulting behavior pattern.

[0024] The warning module includes a warning submodule and a correction submodule, wherein the warning submodule is used to generate a warning signal when the content in the visual sparring process deviates from the big data model;

[0025] The correction submodule provides the customer service with improvement suggestions for the current behavior based on the current warning signal.

[0026] A large model-driven tax customer service intelligent training and visualization sparring system of the present invention comprises a control terminal, a data integration module, an intelligent training generation module, a big data model construction module, a visualization sparring module and an early warning module. First, the multi-dimensional data of the customer service personnel's job functions, skill levels, business knowledge mastery and past training records are integrated through the data integration module, and then the intelligent training generation module is used to generate personalized training courses for the customer service personnel, and the big data model construction module is used to integrate historical data and construct a big data model of business scenarios and consulting behaviors using big model technology. Then, on the basis of the intelligent training generation module, the visualization sparring module is used to add a visualization interface, and the content of the visualization sparring process is compared with the big data model. When the content of the visualization sparring process deviates from the big data model, the early warning module generates an early warning signal to remind the customer service personnel that there is a problem with the current behavior. The technical solution is adopted to provide a comprehensive, systematic and intelligent training solution for tax agencies. Through the application of the system, tax agencies can more effectively improve the business capabilities and service quality of tax customer service personnel, thereby improving overall work efficiency and taxpayer satisfaction. BRIEF DESCRIPTION OF THE DRAWINGS

[0027] In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0028] Figure 1 It is a principle block diagram of the large model-driven tax customer service intelligent training and visual sparring system provided by the present invention.

[0029] Figure 2 It is a partial principle block diagram of the large model-driven tax customer service intelligent training and visualization sparring system provided by the present invention.

[0030] 101. Control terminal, 102. Data integration module, 103. Intelligent training generation module, 104. Big data model construction module, 105-Visual sparring module, 106. Early warning module, 107. Data acquisition submodule, 108. Data cleaning submodule, 109-Data storage submodule, 110-Personalized training course generation submodule, 111-Intelligent sparring submodule, 112-Real-time knowledge updating submodule, 113-Intelligent training effect evaluation submodule, 114-Historical data acquisition submodule, 115-Data preprocessing submodule, 116-Model construction submodule, 117-Visual sparring submodule, 118-Big data model comparison submodule, 119-Warning submodule, 120-Correction submodule. DETAILED DESCRIPTION

[0031] Embodiments of the present invention are described in detail below, examples of which are shown in the accompanying drawings, wherein the same or similar reference numerals throughout represent the same or similar elements or elements having the same or similar functions. The embodiments described below with reference to the accompanying drawings are exemplary and are intended to be used to explain the present invention, and should not be construed as limiting the present invention.

[0032] See also Figure 1 and Figure 2 The present invention provides a tax customer service intelligent training and visual sparring system driven by a large model, the tax customer service intelligent training and visual sparring system driven by a large model comprises a control terminal 101, a data integration module 102, an intelligent training generation module 103, a big data model construction module 104, a visual sparring module 105 and an early warning module 106, the control terminal 101 is provided with the intelligent training generation module 103, the big data model construction module 104, the visual sparring module 105 and the early warning module 106, the data integration module 102 is in communication connection with the control terminal 101;

[0033] The data integration module 102 is used to integrate multi-dimensional data of customer service personnel's job functions, skill levels, business knowledge mastery, and past training records;

[0034] The intelligent training generation module 103 is used to generate personalized training courses for customer service personnel based on large model technology;

[0035] The big data model building module 104 builds a big data model of business scenarios and consulting behaviors by integrating historical data and using big model technology;

[0036] The visualization sparring module 105 adds a visualization interface based on the intelligent training generation module 103, compares the content of the visualization sparring process with the big data model, and uploads the comparison result to the warning module 106;

[0037] The warning module 106 is used to generate a warning signal when the content in the visual sparring process deviates from the big data model, to remind the customer service staff that there is a problem with the current behavior.

[0038] In this embodiment, first, the multi-dimensional data of the customer service personnel's job functions, skill levels, business knowledge mastery and past training records are integrated through the data integration module 102, and then the intelligent training generation module 103 is used to generate personalized training courses for the customer service personnel, and the big data model construction module 104 is used to integrate historical data and use big model technology to build a big data model of business scenarios and consulting behaviors. Then, on the basis of the intelligent training generation module 103, the visual practice module 105 is used to add a visual interface, and the content of the visual practice process is compared with the big data model. When the content of the visual practice process deviates from the big data model, the early warning module 106 generates an early warning signal to remind the customer service personnel that there is a problem with the current behavior. The use of this technical solution provides a comprehensive, systematic and intelligent training solution for tax agencies. Through the application of this system, tax agencies can more effectively improve the business capabilities and service quality of tax customer service personnel, thereby improving overall work efficiency and taxpayer satisfaction.

[0039] Furthermore, the data integration module 102 includes a data collection submodule 107, a data cleaning submodule 108 and a data storage submodule 109. The data collection submodule 107 is used to automatically collect multi-dimensional data on the job functions, skill levels, business knowledge mastery and past training records of customer service personnel from multiple systems such as the tax agency's call system and the tax-payer interactive business system;

[0040] The data cleaning submodule 108 is used to clean and pre-process the collected data to ensure the accuracy and consistency of the data;

[0041] The data storage submodule 109 is used to store the cleaned data in a database for use by subsequent modules.

[0042] Furthermore, the intelligent training generation module 103 includes a personalized training course generation submodule 110, an intelligent sparring submodule 111, a real-time knowledge update submodule 112, and an intelligent training effect evaluation submodule 113. The personalized training course generation submodule 110 uses a large model algorithm to tailor a personalized training course for each customer service based on the customer service's job function, skill level, business knowledge mastery, and multi-dimensional data of past training records;

[0043] The intelligent training submodule 111 is used to create a highly simulated tax business simulation training environment, simulate various real work scenarios, such as tax return review, tax audit, taxpayer consultation and answering, etc., and perform operations and responses in the simulated environment;

[0044] The real-time knowledge update submodule 112 is connected to the tax laws and regulations policy database in real time to ensure that the training content is always consistent with the latest tax laws and regulations. Once there are policy and regulation updates or business process adjustments, the system will automatically update the training courses immediately and push notifications and learning reminders to relevant customer service;

[0045] The intelligent training effect evaluation submodule 113 uses technologies such as speech recognition, semantic understanding and behavior analysis to monitor and evaluate the customer service performance in real time during the training process and generate a detailed training effect evaluation report.

[0046] Furthermore, the big data model building module 104 includes a historical data collection submodule 114, a data preprocessing submodule 115 and a model building submodule 116. The historical data collection submodule 114 is used to integrate multi-source data such as taxpayer consultation data, service quality data and business processing data from the call system and the tax-payer interactive business system;

[0047] The data preprocessing submodule 115 is used to perform preprocessing operations such as cleaning, deduplication, and normalization on the collected multi-source data;

[0048] The model building submodule 116 builds a big data model of tax business scenarios and taxpayers' consulting behaviors based on the preprocessed data using big model technology.

[0049] The big data model constructed by the model construction submodule 116 includes the consultation volume, consultation hot spots and consultation trends of different business types.

[0050] Furthermore, the visualization sparring module 105 includes a visualization sparring submodule 117 and a big data model comparison submodule 118. The visualization sparring submodule 117 adds a visualization interface based on the intelligent sparring submodule 111 to display the customer service operations and responses in the simulation environment, as well as the system feedback and evaluation in real time.

[0051] The big data model comparison submodule 118 is used to compare the content of the visualization practice process with the big data model, and analyze whether the customer service operation conforms to the tax business scenario and the taxpayer's consulting behavior pattern.

[0052] Furthermore, the warning module 106 includes a warning submodule 119 and a correction submodule 120, wherein the warning submodule 119 is used to generate a warning signal when the content of the visual sparring process deviates from the big data model;

[0053] The correction submodule 120 provides improvement suggestions for the current behavior to the customer service based on the current warning signal.

[0054] What is disclosed above is only a preferred embodiment of the present invention, and it certainly cannot be used to limit the scope of rights of the present invention. Ordinary technicians in this field can understand that all or part of the processes of the above embodiment and equivalent changes made according to the claims of the present invention still fall within the scope of the invention.

Claims

1. A large model-driven tax customer service intelligent training and visual sparring system, characterized by: It includes a control terminal, a data integration module, an intelligent training generation module, a big data model construction module, a visual sparring module and an early warning module. The control terminal is provided with the intelligent training generation module, the big data model construction module, the visual sparring module and the early warning module, and the data integration module is connected to the control terminal in communication; The data integration module is used to integrate multi-dimensional data of customer service personnel's job functions, skill levels, business knowledge mastery, and past training records; The intelligent training generation module is used to generate personalized training courses for customer service personnel based on large model technology; The big data model building module integrates historical data and uses big model technology to build big data models of business scenarios and consulting behaviors; The visualization sparring module adds a visualization interface based on the intelligent training generation module, compares the content of the visualization sparring process with the big data model, and uploads the comparison results to the early warning module; The early warning module is used to generate an early warning signal when the content in the visual sparring process deviates from the big data model, reminding the customer service staff that there is a problem with the current behavior.

2. The large model-driven tax customer service intelligent training and visual sparring system as claimed in claim 1, characterized in that: The data integration module includes a data collection submodule, a data cleaning submodule and a data storage submodule. The data collection submodule is used to automatically collect multi-dimensional data on the customer service personnel's job functions, skill levels, business knowledge mastery and past training records; The data cleaning submodule is used to clean and preprocess the collected data to ensure the accuracy and consistency of the data; The data storage submodule is used to store the cleaned data in a database for use by subsequent modules.

3. The large model-driven tax customer service intelligent training and visual sparring system as claimed in claim 2, characterized in that: The intelligent training generation module includes a personalized training course generation submodule, an intelligent sparring submodule, a real-time knowledge update submodule and an intelligent training effect evaluation submodule. The personalized training course generation submodule uses a large model algorithm to tailor a personalized training course for each customer service based on the customer service's job function, skill level, business knowledge mastery and multi-dimensional data of past training records; The intelligent training submodule is used to create a highly simulated tax business simulation training environment, simulate various real work scenarios, and perform operations and responses in the simulated environment; The real-time knowledge update submodule is used to ensure that the training content is always consistent with the latest tax policies and regulations; The intelligent training effect evaluation submodule is used to monitor and evaluate the customer service performance in real time during the training process and generate a detailed training effect evaluation report.

4. The large model-driven tax customer service intelligent training and visual sparring system as claimed in claim 3, characterized in that: The big data model building module includes a historical data collection submodule, a data preprocessing submodule and a model building submodule. The historical data collection submodule is used to integrate multi-source data such as taxpayer consultation data, service quality data and business processing data from the call system and the tax-payer interactive business system; The data preprocessing submodule is used to perform preprocessing operations such as cleaning, deduplication and normalization on the collected multi-source data; The model building submodule uses big model technology to build a big data model of tax business scenarios and taxpayers' consulting behaviors based on the preprocessed data.

5. The large model-driven tax customer service intelligent training and visual sparring system as claimed in claim 4, characterized in that: The big data model constructed by the model construction submodule includes the consultation volume, consultation hotspots and consultation trends of different business types.

6. The large model-driven tax customer service intelligent training and visual sparring system as claimed in claim 5, characterized in that: The visualization sparring module includes a visualization sparring submodule and a big data model comparison submodule. The visualization sparring submodule adds a visualization interface based on the intelligent sparring submodule to display the customer service operations and responses in the simulation environment, as well as the system feedback and evaluation in real time; The big data model comparison submodule is used to compare the content in the visualization practice process with the big data model, and analyze whether the customer service operation conforms to the tax business scenario and the taxpayer's consulting behavior pattern.

7. The large model-driven tax customer service intelligent training and visual sparring system as claimed in claim 6, characterized in that: The warning module includes a warning submodule and a correction submodule, wherein the warning submodule is used to generate a warning signal when the content in the visual sparring process deviates from the big data model; The correction submodule provides the customer service with improvement suggestions for the current behavior based on the current warning signal.

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