Training course push method, system, electronic device and storage medium
Through the push method of training courses based on the ability assessment results, the problems of low efficiency and high labor costs of traditional insurance customer service training are solved, and online training and cost reduction are achieved.
Patent Information
- Application Number
- CN202411880740.9
- Authority / Receiving Office
- CN · China
- Patent Type
- Applications(China)
- Current Assignee / Owner
- Filing Date
- 2024-12-19
- Publication Date
- 2025-04-08
AI Technical Summary
Traditional insurance customer service seat training is inefficient and requires a large number of professional training lecturers and operational manpower, resulting in high labor costs and is not conducive to long-term operation.
Provide a training course push method, which determines whether the target training course is generated and pushed based on the ability assessment results of the target employees, and monitors the learning status through the entire process of learning data and tracks the training effect.
Online course training has been achieved, which has reduced instructors and operational labor, reduced corporate costs, and improved training efficiency and effectiveness.
Smart Images
Figure CN119784542A_ABST
Abstract
Description
Background Art
[0002] In the traditional model, insurance customer service agents need to organize offline centralized training and assessment regularly based on different assessment results. The training efficiency is low and professional training instructors and training management positions are required. For companies operating insurance business, the above scenario has high labor costs and is not conducive to long-term operation.
[0003] Therefore, it is urgent to provide a technical solution to solve the above problems. Summary of the invention
[0004] In order to solve the above technical problems, the present invention provides a training course pushing method, system, electronic device and storage medium.
[0005] In a first aspect, the present invention provides a training course push method, the technical solution of the method is as follows:
[0006] Based on the ability assessment results of the target employee for the target assessment ability items within a preset time period, determine whether to generate a target training course corresponding to the target employee, and obtain a determination result;
[0007] When the judgment result is yes, the generated target training course is pushed to the target employee, and the learning behavior information of the target employee for the target training course is regularly generated.
[0008] The beneficial effects of a training course push method of the present invention are as follows:
[0009] The method of the present invention can realize online course training, and by retaining learning data throughout the entire process, monitor the learning status of employees and track the training effect; at the same time, it can reduce the manpower of lecturers and operational positions, thereby achieving the effect of reducing costs and increasing efficiency for the enterprise.
[0010] Based on the above solution, a training course push method of the present invention can also be improved as follows.
[0011] In an optional manner, the ability assessment result includes: the work number, name, ability assessment value and ability assessment grade of the target employee.
[0012] In an optional manner, based on the ability assessment results of the target employee for the target assessment ability items within a preset time period, the step of determining whether to generate a target training course corresponding to the target employee includes:
[0013] When the target employee's ability assessment level for the target assessment ability item within the preset time period is the lowest level, determining to generate the target training course corresponding to the employee;
[0014] When the target employee's ability assessment level for the target assessment ability item within the preset time period is not the minimum level, determining not to generate the target training course corresponding to the employee;
[0015] Among them, the value ranges of ability assessment values corresponding to different ability assessment levels do not overlap, and the higher the ability assessment level, the larger the value range of the corresponding ability assessment value.
[0016] In an optional manner, the learning behavior information includes: current learning duration, current learning progress and learning time point.
[0017] In an optional manner, the step of generating a target training course corresponding to the target employee includes:
[0018] From a pre-recorded training course library, according to the target assessment capability item of the target employee, the target training course corresponding to the target employee is retrieved and generated.
[0019] In a second aspect, the present invention provides a training course push system, the technical solution of which is as follows:
[0020] Including: judgment module and push module;
[0021] The judgment module is used to: determine whether to generate a target training course corresponding to the target employee based on the ability assessment results of the target employee for the target assessment ability items within a preset time period, and obtain a judgment result;
[0022] The push module is used to: when the judgment result is yes, push the generated target training course to the target employee, and regularly generate the learning behavior information of the target employee for the target training course.
[0023] The beneficial effects of a training course push system of the present invention are as follows:
[0024] The system of the present invention can realize online course training, and monitor the learning status of employees and track the training effect by retaining the learning data of the whole process; at the same time, it can reduce the manpower of lecturers and operational positions, so as to achieve the effect of reducing costs and increasing efficiency for the enterprise.
[0025] Based on the above solution, the training course push system of the present invention can also be improved as follows.
[0026] In an optional manner, the ability assessment result includes: the work number, name, ability assessment value and ability assessment grade of the target employee.
[0027] In an optional manner, the judgment module is specifically used to:
[0028] When the target employee's ability assessment level for the target assessment ability item within the preset time period is the lowest level, determining to generate the target training course corresponding to the employee;
[0029] When the target employee's ability assessment level for the target assessment ability item within the preset time period is not the minimum level, determining not to generate the target training course corresponding to the employee;
[0030] Among them, the value ranges of ability assessment values corresponding to different ability assessment levels do not overlap, and the higher the ability assessment level, the larger the value range of the corresponding ability assessment value.
[0031] In a third aspect, a technical solution of an electronic device of the present invention is as follows:
[0032] The invention comprises a memory, a processor and a program stored in the memory and running on the processor. When the processor executes the program, the steps of the training course pushing method of the present invention are realized.
[0033] In a fourth aspect, the present invention provides a computer-readable storage medium having the following technical solution:
[0034] The computer-readable storage medium stores instructions. When the computer-readable storage medium reads the instructions, the computer-readable storage medium executes the steps of the training course pushing method of the present invention.
[0035] The above description is only an overview of the technical solution of the present invention. In order to more clearly understand the technical means of the present invention, it can be implemented according to the contents of the specification. In order to make the above and other purposes, features and advantages of the present invention more obvious and easy to understand, the specific implementation methods of the present invention are listed below. BRIEF DESCRIPTION OF THE DRAWINGS
[0036] The accompanying drawings are only used to illustrate the embodiments and are not to be considered as limiting the present invention. In addition, the same reference symbols are used to represent the same components throughout the accompanying drawings. In the accompanying drawings:
[0037] Figure 1 A flow chart of an embodiment of a training course pushing method of the present invention;
[0038] Figure 2 It is a structural schematic diagram of an embodiment of a training course push system of the present invention;
[0039] Figure 3 The figure is a schematic structural diagram of an embodiment of an electronic device of the present invention. DETAILED DESCRIPTION
[0040] Exemplary embodiments of the present invention will be described in more detail below with reference to the accompanying drawings. Although exemplary embodiments of the present invention are shown in the drawings, it should be understood that the present invention can be implemented in various forms and should not be limited to the embodiments set forth herein.
[0041] Figure 1 A flow chart of an embodiment of a training course push method provided by the present invention is shown, and the training course push method can be executed by an electronic device such as a terminal device or a server. The terminal device can be any fixed or mobile terminal such as a user equipment (UE), a mobile device, a user terminal, a terminal, a cellular phone, a cordless phone, a personal digital assistant (PDA), a handheld device, a computing device, a vehicle-mounted device, a wearable device, etc. The server can be a single server or a server cluster composed of multiple servers. Any electronic device can implement the training course push method by calling computer-readable instructions stored in a memory through a processor. Figure 1 As shown, the following steps are included:
[0042] S1. Based on the ability assessment results of the target employee for the target assessment ability items within a preset time period, determine whether to generate a target training course corresponding to the target employee to obtain a determination result.
[0043] Among them, the target employees in this embodiment are by default customer service staff in insurance companies, and specifically can be employees in insurance positions such as property insurance general customer positions, property insurance consulting positions, life insurance consulting positions, property insurance team leader positions, etc., and there is no restriction here. The target assessment ability items are: pre-selected assessment ability items for target employees, and the assessment ability items include but are not limited to: professional ability items, communication skills ability items, emotional management ability items, complaint resolution ability items or service awareness ability items, and the target assessment ability items are one of them. The ability assessment results include: the target employee's work number, name, ability assessment value and ability assessment level. The ability assessment value in the ability assessment results is calculated based on the ability calculation rules corresponding to the target ability assessment model associated with the target assessment item. The target training course is a training course generated for the target employee. The preset time period can be one day, one week, one month, one quarter, etc., and there is no restriction here.
[0044] It should be noted that managers can also manually mark the target employees' ability assessment results in the management system based on the target employees' daily performance, and can configure the assessment ability items (business types) to be improved for the target employees in the management system, so as to push training courses corresponding to the assessment ability items to the target employees.
[0045] S2. When the judgment result is yes, the generated target training course is pushed to the target employee, and the learning behavior information of the target employee for the target training course is regularly generated.
[0046] The generated target training course is pushed to the learning terminal (learning system) corresponding to the target employee, and a prompt message is sent synchronously. The learning behavior information includes but is not limited to: current learning time, current learning progress and learning time point. In this embodiment, the learning behavior information is generated once a day by default.
[0047] It should be noted that in this embodiment, it is also possible to determine whether the target employee has completed the training course within the specified period based on the target employee's learning behavior information; if not, an upgrade reminder is executed and sent to the target employee's superior for supervision.
[0048] In an optional manner, based on the ability assessment results of the target employee for the target assessment ability items within a preset time period, the step of determining whether to generate a target training course corresponding to the target employee includes:
[0049] When the ability assessment level of the target employee for the target assessment ability item within the preset time period is the lowest level, it is determined to generate the target training course corresponding to the employee.
[0050] When the ability assessment level of the target employee for the target assessment ability item within the preset time period is not the minimum level, it is determined not to generate the target training course corresponding to the employee.
[0051] Among them, the ability assessment level can be determined by the ability assessment value. The value ranges of the ability assessment values corresponding to different ability assessment levels do not overlap, and the higher the ability assessment level, the larger the value range of the corresponding ability assessment value. For example, the total value range of the ability assessment value is [0,100], and the ability assessment levels are from large to small: level 1, level 2, and level 3; the value range of the ability assessment value corresponding to level 1 is [80,100], the value range of the ability assessment value corresponding to level 2 is: [60,80), and the value range of the ability assessment value corresponding to level 3 is: [0,60). To facilitate the query of managers, the ability assessment value of level 1 can be displayed in blue, the ability assessment value of level 2 can be displayed in yellow, and the ability assessment value of level 3 can be displayed in red.
[0052] In an optional manner, the step of generating a target training course corresponding to the target employee includes:
[0053] From a pre-recorded training course library, according to the target assessment capability item of the target employee, the target training course corresponding to the target employee is retrieved and generated.
[0054] The pre-recorded training course library contains training courses corresponding to different positions, different business types, and different assessment competency items. Taking the insurance industry as an example, the pre-recorded training course library includes professional competency courses corresponding to insurance renewal and insurance business, case reporting business, etc., as well as training courses corresponding to communication skills competency items, complaint resolution competency items, and service awareness competency items. Each training course in the pre-recorded training course library has at least one label, which is used to mark the business types and assessment competency items corresponding to different training courses.
[0055] In this embodiment, the course push data, learning behavior data, and personal basic information of multiple employees including corresponding target training courses can also be used to generate operation reports. The operation report includes a capability report and a learning report. The capability report includes the employee number, name, position, group, department, date, capability label, assessment capability level, and generation method; the learning report includes a summary table and a detailed table. The summary table includes how many courses each employee has pushed, the completion status, etc. The detailed table can view the specific pushed course name, learning cycle, completion time, and whether it is completed, etc., for managers to analyze and generate a closed-loop training process.
[0056] The technical solution of this embodiment can realize online course training, and through the method of retaining learning data throughout the whole process, it can monitor the learning status of employees and track the training effect; at the same time, it can reduce the manpower of lecturers and operational positions, thereby achieving the effect of reducing costs and increasing efficiency for the enterprise.
[0057] Figure 2 FIG. 2 is a schematic diagram showing a structure of an embodiment of a training course push system 200 provided by the present invention. Figure 2 As shown, the system 200 includes: a judgment module 210 and a push module 220;
[0058] The judgment module 210 is used to: determine whether to generate a target training course corresponding to the target employee based on the ability assessment result of the target employee for the target assessment ability item within a preset time period, and obtain a judgment result;
[0059] The push module 220 is used to: when the judgment result is yes, push the generated target training course to the target employee, and regularly generate the learning behavior information of the target employee for the target training course.
[0060] In an optional manner, the ability assessment result includes: the work number, name, ability assessment value and ability assessment grade of the target employee.
[0061] In an optional manner, the determination module 210 is specifically configured to:
[0062] When the target employee's ability assessment level for the target assessment ability item within the preset time period is the lowest level, determining to generate the target training course corresponding to the employee;
[0063] When the target employee's ability assessment level for the target assessment ability item within the preset time period is not the minimum level, determining not to generate the target training course corresponding to the employee;
[0064] Among them, the value ranges of ability assessment values corresponding to different ability assessment levels do not overlap, and the higher the ability assessment level, the larger the value range of the corresponding ability assessment value.
[0065] In an optional manner, the learning behavior information includes: current learning duration, current learning progress and learning time point.
[0066] In an optional manner, the method further includes: a generating module; the generating module is used to:
[0067] From a pre-recorded training course library, according to the target assessment capability item of the target employee, the target training course corresponding to the target employee is retrieved and generated.
[0068] It should be noted that the beneficial effects of the training course push system provided in the above embodiment are the same as the beneficial effects of the training course push method, which will not be described in detail here. In addition, when the system provided in the above embodiment realizes its functions, it only uses the division of the above functional modules as an example. In actual applications, the above functions can be assigned to different functional modules as needed, that is, the system can be divided into different functional modules according to actual conditions to complete all or part of the functions described above. In addition, the system and method embodiments provided in the above embodiment belong to the same concept, and the specific implementation process is detailed in the method embodiment, which will not be described in detail here.
[0069] The training course push system of the present invention may be a computer program (including program code) running in a computer device. For example, the training course push system of the present invention is an application software that can be used to execute the corresponding steps in the training course push method of the present invention.
[0070] In some embodiments, the training course push system of the present invention can be implemented in a combination of software and hardware. As an example, the training course push system of the present invention can be a processor in the form of a hardware decoding processor, which is programmed to execute the training course push method of the present invention. For example, the processor in the form of a hardware decoding processor can adopt one or more application-specific integrated circuits (ASICs), DSPs, programmable logic devices (PLDs), complex programmable logic devices (CPLDs), field programmable gate arrays (FPGAs) or other electronic components.
[0071] The modules involved in the embodiments of the present invention may be implemented in software or hardware. The name of a module does not limit the module itself in some cases.
[0072] An electronic device according to an embodiment of the present invention includes a memory, a processor, and a computer program stored in the memory and executable on the processor. When the processor executes the computer program, any one of the above-mentioned training course push methods is implemented. That is to say, an electronic device according to an embodiment of the present invention may include but is not limited to: a processor and a memory; the memory is used to store the computer program; the processor is used to execute the training course push method shown in any embodiment of the present invention by calling the computer program.
[0073] In an alternative embodiment, an electronic device is provided, such as Figure 3 As shown, Figure 3 The electronic device 4000 shown includes: a processor 4001 and a memory 4003. The processor 4001 and the memory 4003 are connected, such as through a bus 4002. Optionally, the electronic device 4000 may also include a transceiver 4004, which may be used for data interaction between the electronic device and other electronic devices, such as data transmission and / or data reception. It should be noted that in actual applications, the transceiver 4004 is not limited to one, and the structure of the electronic device 4000 does not constitute a limitation on the embodiments of the present invention.
[0074] Processor 4001 may be a CPU (Central Processing Unit), a general-purpose processor, a DSP (Digital Signal Processor), an ASIC (Application Specific Integrated Circuit), an FPGA (Field Programmable Gate Array) or other programmable logic devices, transistor logic devices, hardware components or any combination thereof. It may implement or execute various exemplary logic blocks, modules and circuits described in conjunction with the disclosure of the present invention. Processor 4001 may also be a combination that implements computing functions, such as a combination of one or more microprocessors, a combination of a DSP and a microprocessor, etc.
[0075] The bus 4002 may include a path to transmit information between the above components. The bus 4002 may be a PCI (Peripheral Component Interconnect) bus or an EISA (Extended Industry Standard Architecture) bus. The bus 4002 may be divided into an address bus, a data bus, a control bus, etc. For ease of representation, Figure 3 In the figure, only one thick line is used to represent the bus 4002, but this does not mean that there is only one bus or one type of bus.
[0076] The memory 4003 can be a ROM (Read Only Memory) or other types of static storage devices that can store static information and instructions, a RAM (Random Access Memory) or other types of dynamic storage devices that can store information and instructions, or an EEPROM (Electrically Erasable Programmable Read Only Memory), a CD-ROM (Compact Disc Read Only Memory) or other optical disk storage, optical disk storage (including compressed optical disk, laser disk, optical disk, digital versatile disk, Blu-ray disk, etc.), a magnetic disk storage medium or other magnetic storage device, or any other medium that can be used to carry or store the desired program code in the form of instructions or data structures and can be accessed by a computer, but is not limited to this.
[0077] The memory 4003 is used to store the application code (computer program) for executing the solution of the present invention, and the execution is controlled by the processor 4001. The processor 4001 is used to execute the application code stored in the memory 4003 to implement the content shown in the above method embodiment.
[0078] Among them, the electronic device can also be a terminal device, and the terminal device can be any terminal device that can install applications and access web pages through applications, including at least one of a smart phone, a tablet computer, a laptop computer, a desktop computer, a smart speaker, a smart watch, a smart TV, and a smart car device.
[0079] It should be noted that Figure 3 The electronic device shown is only an example and should not bring any limitation to the functions and scope of use of the embodiments of the present invention.
[0080] A computer-readable storage medium according to an embodiment of the present invention stores a computer program, and when the computer program is executed by a processor, any of the above-mentioned training course pushing methods is implemented.
[0081] Optionally, the computer-readable storage medium may be a read-only memory (ROM), a random access memory (RAM), a compact disc (CD-ROM), a magnetic tape, a floppy disk, an optical data storage device, and the like.
[0082] In an exemplary embodiment, a computer program product or a computer program is also provided, the computer program product or the computer program includes computer instructions, the computer instructions are stored in a computer-readable storage medium. A processor of an electronic device reads the computer instructions from the computer-readable storage medium, and the processor executes the computer instructions, so that the electronic device executes the above-mentioned training course push method.
[0083] Computer program code for performing the operations of the present invention may be written in one or more programming languages, or a combination thereof, including object-oriented programming languages, such as Java, Smalltalk, C++, and conventional procedural programming languages, such as "C" or similar programming languages. The program code may be executed entirely on the user's computer, partially on the user's computer, as a separate software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In cases involving a remote computer, the remote computer may be connected to the user's computer through any type of network, including a local area network (LAN) or a wide area network (WAN), or may be connected to an external computer (e.g., through the Internet using an Internet service provider).
[0084] It should be understood that the flow charts and block diagrams in the accompanying drawings illustrate the possible implementation architecture, functions and operations of the method and computer program product according to various embodiments of the present invention. In this regard, each box in the flow chart or block diagram can represent a module, a program segment, or a part of a code, and the module, the program segment, or a part of the code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some alternative implementations, the functions marked in the box can also occur in a sequence different from that marked in the accompanying drawings. For example, two boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each box in the block diagram and / or flow chart, and the combination of the boxes in the block diagram and / or flow chart can be implemented with a dedicated hardware-based system that performs a specified function or operation, or can be implemented with a combination of dedicated hardware and computer instructions.
[0085] The computer-readable storage medium provided by the embodiment of the present invention may be, but is not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device or component, or any combination thereof. More specific examples of computer-readable storage media may include, but are not limited to: an electrical connection with one or more wires, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination thereof. In the present invention, a computer-readable storage medium may be any tangible medium containing or storing a program that may be used by or in conjunction with an instruction execution system, device, or component.
[0086] The computer-readable storage medium carries one or more programs. When the one or more programs are executed by the electronic device, the electronic device executes the method shown in the above embodiment.
[0087] The above description is only a preferred embodiment of the present invention and an explanation of the technical principles used. Those skilled in the art should understand that the disclosure scope involved in the present invention is not limited to the technical solution formed by a specific combination of the above technical features, but should also cover other technical solutions formed by any combination of the above technical features or their equivalent features without departing from the above disclosed concept. For example, the above features are replaced with the technical features with similar functions disclosed in the present invention (but not limited to) by each other.
[0088] It should be noted that the terms "first", "second", etc. in the specification and claims of the present application are used to distinguish similar objects and represent the definition of a specific order or sequence. The order of use of similar objects can be interchanged where appropriate, so that the embodiments of the present application described herein can be implemented in an order other than the order shown or described.
[0089] Those skilled in the art know that the present invention can be implemented as a system, method or computer program product. Therefore, the present invention can be specifically implemented in the following forms, namely: it can be complete hardware, it can be complete software (including firmware, resident software, microcode, etc.), or it can be a combination of hardware and software, which is generally referred to as "circuit", "module" or "system" herein. In addition, in some embodiments, the present invention can also be implemented in the form of a computer program product in one or more computer-readable media, and the computer-readable medium contains computer-readable program code.
[0090] Although the embodiments of the present invention have been shown and described above, it is to be understood that the above embodiments are exemplary and are not to be construed as limitations of the present invention. A person skilled in the art may change, modify, replace and vary the above embodiments within the scope of the present invention.
Claims
1. A training course push method, characterized in that: include: Based on the ability assessment results of the target employee for the target assessment ability items within a preset time period, determine whether to generate a target training course corresponding to the target employee, and obtain a determination result; When the judgment result is yes, the generated target training course is pushed to the target employee, and the learning behavior information of the target employee for the target training course is generated regularly.
2. The training course push method according to claim 1, characterized in that: The ability assessment result includes: the target employee's work number, name, ability assessment value and ability assessment level.
3. The training course push method according to claim 2, characterized in that: The step of determining whether to generate a target training course corresponding to the target employee based on the ability assessment result of the target employee for the target assessment ability item within a preset time period includes: When the target employee's ability assessment level for the target assessment ability item within the preset time period is the lowest level, determining to generate the target training course corresponding to the employee; When the target employee's ability assessment level for the target assessment ability item within the preset time period is not the minimum level, determining not to generate the target training course corresponding to the employee; Among them, the value ranges of ability assessment values corresponding to different ability assessment levels do not overlap, and the higher the ability assessment level, the larger the value range of the corresponding ability assessment value.
4. The training course push method according to claim 1, characterized in that: The learning behavior information includes: current learning duration, current learning progress and learning time point.
5. The training course push method according to any one of claims 1 to 4, characterized in that: The step of generating a target training course corresponding to the target employee includes: From a pre-recorded training course library, according to the target assessment capability item of the target employee, the target training course corresponding to the target employee is retrieved and generated.
6. A training course push system, characterized in that: include: Judgment module and push module; The judgment module is used to: determine whether to generate a target training course corresponding to the target employee based on the ability assessment results of the target employee for the target assessment ability items within a preset time period, and obtain a judgment result; The push module is used to: when the judgment result is yes, push the generated target training course to the target employee, and regularly generate the learning behavior information of the target employee for the target training course.
7. The training course push system according to claim 6, characterized in that: The ability assessment result includes: the target employee's work number, name, ability assessment value and ability assessment level.
8. The training course push system according to claim 7, characterized in that: The judgment module is specifically used for: When the target employee's ability assessment level for the target assessment ability item within the preset time period is the lowest level, determining to generate the target training course corresponding to the employee; When the target employee's ability assessment level for the target assessment ability item within the preset time period is not the minimum level, determining not to generate the target training course corresponding to the employee; Among them, the value ranges of ability assessment values corresponding to different ability assessment levels do not overlap, and the higher the ability assessment level, the larger the value range of the corresponding ability assessment value.
9. An electronic device, characterized in that: The electronic device includes a processor, the processor is coupled to a memory, the memory stores at least one computer program, and the at least one computer program is loaded and executed by the processor so that the electronic device implements the training course pushing method as described in any one of claims 1 to 5.
10. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores at least one computer program, and the at least one computer program is loaded and executed by the processor, so that the computer-readable storage medium implements the training course pushing method according to any one of claims 1 to 5.