Customer complaint mediation case filing process and system design

Abstract

The invention relates to a customer complaint mediation case filing process and system design, and aims to solve the problems of more manual operation, low efficiency and high error rate in the existing customer complaint mediation process. The system comprises a case management module, a mediation module, a complaint module, an adjustment module, a judgment module and a system interface module, and automation of customer complaint case receiving, classification, material preparation, mediation, judicial confirmation and judgment processing is achieved through cooperation of all the modules. According to the system, the optical shutter technology is adopted for data isolation, data safety and privacy protection in the mediation process are ensured, and the mediation efficiency and the authenticity and integrity of materials are improved through the automatic generation and capture functions of the evidence materials. The system supports data connection with a court and an external system, judicial confirmation and automatic case filing of a mediation result are realized, and the legality of the mediation result is ensured. According to the method, the efficiency of the mediation process is remarkably improved, the operation complexity is reduced, and an efficient and safe customer complaint mediation solution is provided for financial institutions.

Description

Technical Field

[0001] The present invention relates to the field of financial technology, and in particular to a customer complaint mediation filing process and system design. Background Art

[0002] With the development of the medical industry, the packaging requirements for medical drugs such as Band-Aids are becoming increasingly stringent. As a common topical drug, Band-Aids are usually used for the care and protection of small wounds. Therefore, their packaging not only needs to be moisture-proof and antibacterial, but also needs to ensure that the Band-Aids are not contaminated during long-term storage. Traditional Band-Aid packaging mostly uses paper boxes or ordinary plastic packaging. This type of packaging is easily affected by moisture in a high-humidity environment, especially in humid climatic conditions, such as the rainy season in the south. Moisture may penetrate into the packaging, causing the Band-Aid to lose its original sterile properties, affecting the use effect and safety. In addition, the sealing and airtightness inside the packaging are insufficient, and it is impossible to effectively prevent the invasion of external moisture and microorganisms, further affecting the preservation quality of the Band-Aid.

[0003] The packaging materials used for Band-Aids in the prior art still have deficiencies in terms of moisture-proof, antibacterial and airtightness. In particular, during long-term storage, the humidity control inside the package is difficult to maintain stability. The current packaging technology is difficult to ensure that the Band-Aids remain dry and sterile in a high-humidity environment, and the existing sealing process often cannot provide sufficient airtightness, resulting in the humidity level inside the package exceeding the safe range. Therefore, it is urgent to develop a new packaging process that can effectively solve the moisture-proof and antibacterial problems of Band-Aids during long-term storage and ensure their quality and safety under various environmental conditions. Summary of the invention

[0004] The present invention relates to a customer complaint mediation case filing process and system design, which belongs to the field of communication software and electrical technology, and is particularly suitable for customer complaint processing and mediation case filing systems in the field of financial technology. The existing customer complaint mediation process relies on a large amount of manual operation, and the preparation, review, submission and judicial confirmation of mediation materials must be completed offline, which makes the entire process time-consuming and error-prone, reducing the efficiency of mediation. In order to improve the efficiency and accuracy of mediation case filing, the present invention proposes an online automated customer complaint mediation case filing process and system design, which can realize the whole process management from customer complaint reception, material preparation to judicial confirmation.

[0005] The system architecture of the present invention is composed of multiple functional modules, including case management module, mediation module, litigation service module, adjustment module, trial module and system interface module. Each module cooperates with each other to achieve the following functions:

[0006] Case management module: responsible for receiving customer complaint cases, automatically conducting preliminary review and case classification, generating case numbers, and assigning them to appropriate mediators. The design of the case management module simplifies the initial processing of cases and ensures that case information meets basic compliance before entering the mediation process.

[0007] Mediation module: The mediation module is responsible for the preparation of mediation materials, including collecting basic information of customers, transaction records, communication records, etc., and automatically generating documents such as mediation applications and draft mediation agreements. The mediator communicates with the customer through the mediation module, records the mediation process, and finally generates a formal mediation agreement after reaching an agreement. The mediation module improves the automation of material generation and ensures the integrity and accuracy of the materials.

[0008] Litigation service module: provides customers with online consultation, material submission, case inquiry and other functions, allowing customers to track case progress in real time, optimizing customer experience.

[0009] Confirmation module: When a mediation agreement is reached, the confirmation module uses optical gate technology to isolate sensitive data for transmission and submits the mediation agreement to the court system for judicial confirmation. The confirmation module can ensure the security of data transmission and ensure that the mediation result has legal effect.

[0010] Trial module: If no agreement is reached during mediation, the case will enter the trial process. The trial module connects the system to the court system to file the case on the intranet and arrange for the case to enter the formal trial, ensuring that the case can be handled in a timely and compliant manner.

[0011] System interface module: realizes data exchange with external systems (such as Haier system, court system, etc.), ensuring that case data and mediation results can be transmitted and shared in real time between systems. The system interface module uses optical shutter technology to ensure data security, and realizes automatic capture and verification of information such as evidence materials and communication records through API interface and RPA technology.

[0012] In order to further improve the security of the system and data privacy protection, the present invention applies optical shutter technology to achieve secure transmission of internal and external network data through physical isolation. Optical shutter technology not only isolates potential attacks from external networks, but also ensures the integrity and confidentiality of data during transmission through encryption, permission management, logging, etc. The application of optical shutter technology effectively solves the problem of data security in the customer complaint mediation process, especially in the judicial confirmation and trial process of mediation materials, ensuring the compliance and legality of data transmission.

[0013] In addition, the system design of the present invention also supports the automatic generation, capture and verification of evidence materials. Through data extraction, conversion, encryption and other technologies, the compliance capture and generation of data from the bank's internal system and third-party platforms (such as social media and electronic payment platforms) is achieved, which effectively improves the efficiency of evidence acquisition and ensures the authenticity, accuracy and legal effect of evidence materials.

[0014] Beneficial Effects

[0015] The present invention provides an efficient, compliant and secure customer complaint mediation case filing process and system through the design of process automation, data security isolation and multi-system data integration. The application of this system can significantly reduce manual operations, reduce the error rate, improve case handling efficiency, ensure the legitimacy of mediation results, and provide reliable mediation service guarantees for financial institutions and customers. BRIEF DESCRIPTION OF THE DRAWINGS

[0016] In order to more clearly illustrate the technical solutions in the present invention or 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 in the following description are only for the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0017] Figure 1 A schematic diagram of a system flow of an embodiment of the present invention;

[0018] Figure 2 A schematic diagram of a system architecture design of an embodiment of the present invention. DETAILED DESCRIPTION

[0019] The present invention is described in detail below in conjunction with the accompanying drawings and specific embodiments. At the same time, it is explained here that in order to make the embodiments more detailed, the following embodiments are the best and preferred embodiments, and those skilled in the art may also adopt other alternatives to implement some known technologies; and the accompanying drawings are only for more specific description of the embodiments, and are not intended to specifically limit the present invention.

[0020] It should be noted that the references to "one embodiment", "an embodiment", "an exemplary embodiment", "some embodiments" and the like in the specification indicate that the embodiments described may include specific features, structures or characteristics, but not every embodiment may include the specific features, structures or characteristics. In addition, when a specific feature, structure or characteristic is described in conjunction with an embodiment, it should be within the knowledge of a person skilled in the art to implement such feature, structure or characteristic in conjunction with other embodiments (whether or not explicitly described).

[0021] In general, a term can be understood, at least in part, from its use in context. For example, depending, at least in part, on the context, the term "one or more" as used herein can be used to describe any feature, structure, or characteristic in the singular sense, or can be used to describe a combination of features, structures, or characteristics in the plural sense. Additionally, the term "based on" can be understood as not necessarily intended to convey an exclusive set of factors, but can instead, depending, at least in part, on the context, allow for the presence of other factors that are not necessarily explicitly described.

[0022] like Figure 1 to Figure 2 Shown

[0023] Example

[0024] Chapter 1 Preparation of Mediation Materials:

[0025] 1. Steps and logic of preparing mediation materials

[0026] Receiving customer complaints:

[0027] The system or manually receives customer complaints submitted by customers, including complaint content, complaint time, complainant information, etc.

[0028] Preliminary review and classification:

[0029] Conduct preliminary review of customer complaints received to confirm that they meet the basic conditions for mediation filing.

[0030] Cases are classified according to the content and nature of the complaint for subsequent processing.

[0031] Prepare a Mediation Checklist:

[0032] Based on the case classification and mediation filing requirements, a list of mediation materials should be drawn up to specify the types and quantities of materials that need to be prepared.

[0033] Collect and organize materials:

[0034] According to the mediation materials list, collect all kinds of materials related to the case, including but not limited to basic customer information, transaction records, complaint evidence, etc.

[0035] Organize the collected materials to ensure their completeness and accuracy.

[0036] Material review and confirmation:

[0037] Review the sorted materials to confirm that they meet the requirements for mediation filing.

[0038] If you find that the materials are incomplete or contain errors, communicate with the customer or relevant department in a timely manner to supplement or correct the materials.

[0039] Generate mediation materials:

[0040] Based on the reviewed and confirmed materials, formal mediation materials are generated, including the mediation application, draft mediation agreement, etc.

[0041] Material submission and filing:

[0042] Submit the generated mediation materials to the mediation agency or relevant department to apply for filing a case.

[0043] The submitted mediation materials shall be archived for subsequent tracking and inquiry.

[0044] II. Contents of Mediation Materials

[0045] Mediation Application:

[0046] The mediation application is a formal request for mediation submitted by the client to the mediation institution and should contain the following contents:

[0047] Basic information of the applicant (customer), such as name, contact information, address, etc.

[0048] Basic information of the respondent (bank or relevant responsible party).

[0049] The specific content, facts, reasons and basis of the complaint.

[0050] Request for mediation and expected outcome of the mediation.

[0051] Applicant's signature and date.

[0052] Draft Mediation Agreement:

[0053] The draft mediation agreement is a preliminary agreement reached by the two parties during the mediation process and should contain the following contents:

[0054] Basic information of the two parties to the mediation.

[0055] The specific matters and focus of the mediation.

[0056] The contents of the mediation agreement reached by both parties include solution, fulfillment period, and responsibilities.

[0057] Conditions for the effectiveness of a mediation agreement and liability for breach of contract.

[0058] Signatures and dates of both parties to the mediation (in draft form before formal signing, it may be signed by only the applicant or the representative of the mediation institution).

[0059] Evidence:

[0060] Evidence materials are relevant evidence used to support the mediation application and mediation agreement, including but not limited to:

[0061] Transaction records: such as bank statements, transfer records, transaction vouchers, etc.

[0062] Communication records: such as telephone recordings, text message records, email exchanges, etc. with the bank.

[0063] Relevant documents: such as contracts, invoices, receipts, agreements, etc.

[0064] Other relevant evidence: such as photos, videos, witness testimonies, etc.

[0065] Other Materials:

[0066] Depending on the specific requirements for filing a mediation case, other relevant materials may also need to be provided, such as proof of identity, power of attorney, etc.

[0067] Chapter 2 Generation and Capture of Evidence Materials:

[0068] 1. Steps and Logic

[0069] 1. Determine the need for evidence:

[0070] Before mediation begins or during the mediation process, determine what evidentiary materials are needed based on the specific circumstances of the mediation case and the focus of the dispute.

[0071] 2These evidential materials may include but are not limited to transaction records, contract documents, communication records, video materials, etc.

[0072] Evidence generation:

[0073] For evidence materials that can be generated directly, such as transaction records, system logs, etc., they are generated through the bank’s internal system or a third-party platform (such as an electronic payment platform).

[0074] Ensure that the generated evidence materials are authentic, accurate, and complete, and comply with the requirements of laws, regulations, and industry standards.

[0075] 3. Evidence material collection:

[0076] For evidence materials that need to be captured from other systems or platforms, such as customers’ comments on social media, email correspondence records, etc., they are captured through technical means (such as API interfaces, crawler technology, etc.).

[0077] During the crawling process, it is necessary to ensure the legality, compliance and security of the data to avoid infringing on customer privacy and violating relevant laws and regulations.

[0078] 4. Verification of evidence materials:

[0079] Verify the generated and captured evidence materials to ensure the accuracy and consistency of the data.

[0080] Verification methods may include data comparison, logic verification, manual review, etc.

[0081] 5. Evidence materials:

[0082] Organize the generated and captured evidence materials, and classify, number and archive them according to the requirements of the mediation case.

[0083] Ensure that the organized evidence materials are clear and orderly for subsequent use.

[0084] 6. Upload evidence materials:

[0085] Upload the organized evidence materials to the mediation filing system or designated storage platform.

[0086] Ensure the integrity and security of data during the upload process to avoid data loss or leakage.

[0087] 2. Material Content

[0088] 1Transaction Record:

[0089] Includes customer transaction records in the bank, such as deposits, withdrawals, transfers, payments, etc.

[0090] These records can reflect the client's capital flow and transaction habits, providing important basis for mediation.

[0091] 2Contract Documents:

[0092] Including various contract documents signed between customers and banks, such as loan contracts, savings contracts, financial management contracts, etc.

[0093] These documents define the rights and obligations of both parties and are an important basis for determining responsibility during the mediation process.

[0094] 3. Communication records:

[0095] Including telephone records, text message records, email records, etc. between customers and banks.

[0096] These records can reflect the process and results of communication between the two parties and provide important clues for mediation.

[0097] 4 Video materials:

[0098] Includes video footage of customers conducting business at the bank, such as surveillance videos, photos, etc.

[0099] These materials can visually display the client's business processing and on-site conditions, providing important evidence for mediation.

[0100] 5Other relevant materials:

[0101] Depending on the specific circumstances of the mediation case and the focus of the dispute, other relevant materials may also need to be provided, such as customer complaint letters, bank reply letters, expert opinions, etc.

[0102] III. Specific technical details of generating evidence materials

[0103] 1Data Extraction Technology:

[0104] Extract transaction records, contract information and other data related to customer disputes from the bank's internal database through database query languages ​​(such as SQL).

[0105] Ensure the accuracy and completeness of data during the extraction process to avoid data omissions or errors.

[0106] 2Data conversion and formatting technology:

[0107] Convert the extracted data into a format suitable for processing by the mediation filing system, such as JSON, XML, etc.

[0108] Format the data, such as unifying the date format and converting the numerical format, to ensure the readability and usability of the data.

[0109] 3Data encryption and signature technology:

[0110] The generated evidence materials are encrypted to ensure the security of data during transmission and storage.

[0111] Use digital signature technology to verify the integrity and authenticity of data and prevent data from being tampered with or forged.

[0112] 4Automated generation technology:

[0113] Use scripts or automation tools (such as Python scripts, Shell scripts, etc.) to automatically generate evidence materials such as transaction slips, contract summaries, etc. according to preset rules and templates.

[0114] Ensure the accuracy and consistency of data during the automated generation process to avoid human errors.

[0115] IV. Specific technical details of evidence material capture

[0116] 5API interface calling technology:

[0117] By calling the API interface provided by a third-party platform or system, obtain evidence materials related to customer disputes, such as social media comments, email correspondence records, etc.

[0118] Ensure the legality and compliance of API interface calls to avoid infringing customer privacy and violating relevant laws and regulations.

[0119] 6 Crawler Technology:

[0120] Use crawler technology to capture public information related to customer disputes from the Internet, such as news reports, forum discussions, etc.

[0121] Comply with the website's robots.txt protocol and relevant laws and regulations to ensure the legality and compliance of crawler behavior.

[0122] Clean and organize the captured data to remove irrelevant and duplicate information.

[0123] 7Data parsing and extraction technology:

[0124] Parse and extract the captured data to extract key information related to the mediation case.

[0125] Use natural language processing (NLP) technology to perform word segmentation, part-of-speech tagging, entity recognition and other processing on text data to improve the accuracy and efficiency of information extraction.

[0126] 8Data verification and validation technology:

[0127] Verify and validate the captured data to ensure its accuracy and consistency.

[0128] Use data comparison, logic verification and other methods to verify data to avoid data errors or omissions.

[0129] 9Data security and privacy protection technology:

[0130] During the crawling process, technical means such as data encryption and anonymization are adopted to protect customer privacy and data security.

[0131] Comply with relevant laws, regulations and industry standards to ensure the legality and compliance of data capture activities.

[0132] Chapter III Material Submission and Case Filing:

[0133] 1. Material submission steps and logic

[0134] Material preparation and arrangement:

[0135] After the mediation is completed, the mediator or relevant personnel need to prepare corresponding mediation materials based on the mediation results. These materials include but are not limited to the mediation application, mediation agreement, evidence materials, etc.

[0136] All materials must be true, accurate, complete, and comply with relevant laws and regulations.

[0137] Materials need to be organized in the prescribed format, such as using uniform file naming rules and file size limits.

[0138] Online submission of materials:

[0139] Submit materials through a designated online platform (such as the Shandong Electronic Litigation Network or other similar electronic litigation platforms).

[0140] During the submission process, you need to fill in relevant information according to the platform's requirements, such as case type, party information, mediation agency, etc.

[0141] When uploading mediation materials, you need to ensure that all materials have been uploaded correctly and check the completeness and clarity of the documents.

[0142] Material review:

[0143] The submitted materials will be reviewed online by the filing court or relevant agencies.

[0144] During the review process, the materials will be checked for completeness, compliance, and whether they meet the filing requirements.

[0145] If the materials do not meet the requirements, you will be informed of the materials that need to be supplemented and the deadline at one time.

[0146] Application for filing:

[0147] After the materials are reviewed and approved, the application process will begin.

[0148] The filing court will review the case according to relevant regulations and decide whether to file it.

[0149] If it is decided to file a case, a case number will be generated and the parties involved will be notified to carry out subsequent operations.

[0150] 2. Material Content

[0151] In the material submission and case filing stages, the main materials required include:

[0152] Mediation Application:

[0153] A mediation application is a request for mediation made by a party to a mediation institution.

[0154] It needs to include the basic information of the parties, mediation request, facts and reasons, etc.

[0155] Mediation Agreement:

[0156] A mediation agreement is an agreement reached by the parties during the mediation process.

[0157] It needs to include the basic information of the parties, mediation results, execution methods and deadlines, etc.

[0158] The mediation agreement needs to be signed or stamped by both parties.

[0159] Evidence:

[0160] Evidence materials are materials used to prove mediation facts and mediation results.

[0161] It may include but is not limited to contracts, invoices, transfer records, chat records, etc.

[0162] Evidence materials need to be true, accurate, complete, and comply with relevant laws and regulations.

[0163] Other relevant materials:

[0164] Depending on the specific circumstances, you may also need to provide other relevant materials, such as proof of identity, power of attorney, etc.

[0165] 3. Reasons for failure of material review

[0166] Incomplete materials:

[0167] The submitted materials are missing key parts, such as the mediation application, mediation agreement, evidence materials, etc., which have not been fully uploaded.

[0168] Certain necessary annexes or supplementary materials are not provided.

[0169] Incorrect material format:

[0170] The format of the submitted materials does not meet the requirements of the system or the court, such as the file format, size, naming rules, etc.

[0171] The scan or photo quality is poor, resulting in blurry or unclear text or images.

[0172] The content of the material does not meet the requirements:

[0173] The information in the mediation application form is inaccurate, such as incorrect information about the parties, unclear mediation requests, etc.

[0174] The terms in the mediation agreement do not comply with legal provisions or the mediation results are unfair.

[0175] The evidentiary materials are insufficient to support the mediation facts or results.

[0176] Jurisdiction issues:

[0177] The case submitted does not fall within the jurisdiction of this court or mediation institution.

[0178] The parties have not submitted an application to a court or mediation institution with jurisdiction.

[0179] Programmatic Error:

[0180] The submitted materials were not prepared or submitted in accordance with the prescribed procedures.

[0181] The statutory period for filing a lawsuit or applying for mediation has expired.

[0182] 4. How to deal with the situation where the material review fails

[0183] Find out why:

[0184] After receiving the notification of failed review, find out the specific reasons immediately.

[0185] You can obtain detailed information through system prompts, email notifications or telephone calls.

[0186] Supplementary or revised materials:

[0187] Depending on the reason for failure in the review, supplement the missing materials or modify the materials that do not meet the requirements.

[0188] Ensure all materials are complete, accurate and compliant.

[0189] Resubmit your application:

[0190] After modifying the materials, resubmit the application through the system.

[0191] Check your materials again for completeness and accuracy before submission.

[0192] Follow the audit progress:

[0193] After submission, pay close attention to the review progress.

[0194] If necessary, you can take the initiative to communicate with the audit authority to understand the audit situation and resolve possible problems in a timely manner.

[0195] Seek professional help:

[0196] If you encounter difficulties in preparing or submitting materials, you can seek help from professionals.

[0197] Such as lawyers, mediators or system technical support personnel.

[0198] Learn about legal remedies:

[0199] If you believe that the decision to reject the review is wrong, you can learn about the relevant legal remedies.

[0200] Such as applying for reconsideration, filing a lawsuit, etc.

[0201] Chapter IV Judicial Confirmation Process:

[0202] 1. Successful mediation and signing of agreement

[0203] Specific operation: After the mediation is successful, the mediator will assist the two parties in drafting a mediation agreement. The mediation agreement should list the rights and obligations of both parties in detail, including but not limited to the amount, payment period, performance method, etc. The agreement should be carefully read and signed by both parties.

[0204] Note: The mediation agreement should be clear and unambiguous, and the rights and obligations of both parties should be clear. The mediator should ensure that both parties fully understand the content of the agreement and sign it voluntarily.

[0205] Challenges and solutions: If the two parties disagree on the content of the agreement, the mediator should patiently explain and try to reach a solution acceptable to both parties. If the disagreement is too great, re-mediation may be necessary.

[0206] 2. Prepare application materials

[0207] Specific operations: Both parties should jointly prepare application materials according to the requirements of judicial confirmation, including but not limited to the application for judicial confirmation, mediation agreement, identity certificate, property rights certificate related to the mediation agreement, etc.

[0208] Note: All materials should be true, complete and accurate. In particular, proof of identity and property rights should be valid and accurate.

[0209] Challenges and solutions: If some materials are difficult to obtain or have defects, the parties should communicate with the mediator or the court as soon as possible to seek solutions. For example, if the property rights certificate is lost, you can try to apply for a replacement or provide other supporting documents.

[0210] 3. Select the jurisdiction court and submit the application

[0211] Specific operation: The two parties should select the grassroots people's court with jurisdiction based on factors such as the place where the mediation agreement is signed and the location of the subject matter, and submit an application for judicial confirmation. The application can be made in written or oral form, but written form is more common.

[0212] Note: When choosing a jurisdiction court, you should ensure that the court has jurisdiction to avoid subsequent jurisdiction disputes. When submitting an application, you should ensure that all materials are complete and correct.

[0213] Challenges and solutions: If the two parties have a dispute over the jurisdiction of the court, they can refer to relevant laws and regulations or consult professional lawyers. If the application materials are incomplete or contain errors, they should be supplemented or corrected in a timely manner.

[0214] 4. Court Review and Ruling

[0215] Specific operations: After receiving the application, the People's Court will review the mediation agreement. The review mainly includes whether the mediation agreement is legal, whether it harms national interests, social public interests and the legitimate rights and interests of others, etc. If the review is passed, the court will make a civil ruling confirmed by the court.

[0216] Note: During the review process, the court may ask the parties to provide additional materials or explanations. Both parties should actively cooperate with the court and provide the required materials or information in a timely manner.

[0217] Challenges and solutions: If the court requires additional materials or explanations, both parties should prepare and submit them as soon as possible. If the review fails, you can understand the reasons and try to communicate with the court to resolve the issue. If there is indeed a situation that does not comply with laws and regulations, it may be necessary to re-mediate or seek other solutions.

[0218] 5. Implementation and supervision

[0219] Specific operation: If one party refuses to perform or fails to perform the mediation agreement in full, the other party may apply to the people's court that made the confirmation ruling for compulsory execution. The court will supervise the execution according to law.

[0220] Note: During the execution process, both parties should comply with the court's ruling and execution requirements. If they encounter difficulties or problems, they should communicate with the court in a timely manner and seek solutions.

[0221] Challenges and solutions: If you encounter obstacles or disputes during the execution process, you can seek help from the court or consult a professional lawyer. If there are indeed situations where it is difficult to execute, you can try to negotiate a solution with the other party or seek other legal means.

[0222] Chapter 5 System Design and Implementation:

[0223] 1. System architecture design

[0224] System architecture design is the basis of system design and implementation. It defines the overall structure, module division, data flow and interface design of the system. In this system, it mainly includes the following modules:

[0225] Case management module: responsible for the reception, registration, allocation and progress tracking of cases.

[0226] Mediation module: responsible for recording the mediation process, preparing materials, generating mediation agreements and submitting mediation results.

[0227] Litigation service module: provides litigation services, including online consultation, material submission, case inquiry and other functions.

[0228] Mediation confirmation module (judicial confirmation): responsible for the judicial confirmation of mediation results, including application, review, ruling and other links.

[0229] Trial module: For cases that fail to reach a settlement, the trial process will be initiated.

[0230] System interface module: realize data exchange and interface docking with other systems (such as Haier system, court system, etc.).

[0231] 2. Process design and implementation

[0232] According to the flowchart, we can divide the process into the following steps:

[0233] Case reception and registration:

[0234] The user submits case information in the system, and the case management module receives and registers the case.

[0235] The system generates a case number and assigns it to the appropriate mediator.

[0236] Mediation Process:

[0237] The mediator prepares mediation materials (such as mediation application, mediation minutes, etc.) based on the case information.

[0238] The mediator communicates with the parties, records the mediation process, and attempts to reach a mediation agreement.

[0239] If a mediation agreement is reached, the mediator will generate a mediation agreement in the system and submit it to the mediation confirmation module for judicial confirmation.

[0240] Judicial confirmation (adjustment):

[0241] The mediation module receives the mediation agreement and reviews it.

[0242] If the review is passed, the adjustment and confirmation module submits an application for judicial confirmation to the court system.

[0243] The court system reviews the application and issues a judicial confirmation ruling.

[0244] The adjustment and confirmation module receives the ruling and updates the case status.

[0245] Case push and feedback:

[0246] During the mediation and judicial confirmation process, the system pushes case information to relevant modules or systems through the "push case" and "push mediation case" functions.

[0247] The system also receives case processing results returned by other modules or systems through the "return case information" function.

[0248] Intranet case filing and trial:

[0249] For cases that have not reached mediation, the system will push them to the trial module.

[0250] The trial module files the case on the intranet based on the case information and arranges the trial process.

[0251] The trial results are fed back to users through the system.

[0252] Additional evidence and materials:

[0253] During the mediation, judicial confirmation or trial process, if additional evidence or materials are required, users can submit them through the system.

[0254] The system receives and reviews the supplementary materials and then pushes them to the appropriate modules or systems.

[0255] 3. Optical shutter and safety design

[0256] 1. Overview of Optical Shutter Technology

[0257] Optical gate technology is a physical isolation technology that uses optical signals as the transmission medium and achieves data isolation and exchange by controlling the on and off of optical signals. Optical gate technology has the advantages of fast transmission speed, high security, and strong anti-interference ability, so it has been widely used in the field of data exchange and network security.

[0258] 2. Application of Optical Gate in System Design

[0259] Data Isolation:

[0260] The optical gate plays the role of data isolation in the system, physically isolating the internal and external network data to prevent external network attacks and internal data leakage.

[0261] In the mediation filing process, when it comes to the transmission of sensitive data (such as personal privacy, business secrets, etc.), optical gates are used for isolation and transmission to ensure data security.

[0262] Data Exchange:

[0263] The optical gate also has the function of data exchange. By defining a unified data exchange format and interface protocol, it can realize real-time transmission and sharing of internal and external network data.

[0264] During the mediation filing process, when the system needs to exchange data with other systems (such as Haier system, court system, etc.), the data is securely transmitted through the optical gate.

[0265] 3. Safety Design of Optical Gate

[0266] Physical isolation:

[0267] The optical gate uses physical isolation to completely isolate the internal and external networks, ensuring that the external network cannot directly access the internal network.

[0268] This physical isolation method effectively prevents external network attacks (such as hacker attacks, virus transmission, etc.) from threatening the internal network.

[0269] Data Encryption:

[0270] When data is transmitted through the optical gate, encryption technology is used to encrypt sensitive data to ensure the security of the data during transmission.

[0271] Encryption technology includes symmetric encryption and asymmetric encryption. You can choose the appropriate encryption method according to actual needs.

[0272] Authentication and permission management:

[0273] The optical gate system has the functions of identity authentication and permission management. Only authenticated legitimate users can access and operate the system.

[0274] By setting different permission levels, permissions for different users can be managed to ensure that users can only access and operate data within their permission scope.

[0275] Logging and Auditing:

[0276] The optical gate system has the functions of logging and auditing, which can record all data transmission behaviors through the optical gate, including transmission time, transmission content, transmission direction, etc.

[0277] Through logging and auditing functions, abnormal behaviors can be discovered and tracked in a timely manner to ensure the security and stability of the system.

[0278] Fault recovery and redundancy design:

[0279] The optical shutter system also has the functions of fault recovery and redundancy design. When the optical shutter device fails, it can automatically switch to the backup device to ensure the continuity and integrity of the data.

[0280] Redundant design can improve system reliability and stability and reduce the risk of data loss or damage due to equipment failure.

[0281] 4. Specific implementation of the optical gate in the customer complaint mediation case filing process

[0282] Case reception and registration:

[0283] During the case reception and registration stage, the system receives case information from the external network through the optical gate and performs identity verification and authority management.

[0284] After verification, the case information is stored in the internal network and assigned to the corresponding mediator for processing.

[0285] Mediation Process:

[0286] During the mediation process, the mediator accesses case information through the internal network and prepares mediation records and materials.

[0287] If data exchange with other systems (such as Haier system) is required, the mediator can transmit the data securely to the external network through the optical gate.

[0288] Judicial Confirmation and Trial:

[0289] During the judicial confirmation and trial stages, the system transmits the mediation results or trial results to an external network (such as the court system) through an optical gate.

[0290] During the transmission process, the data is encrypted to ensure data security and confidentiality.

[0291] Logging and Auditing:

[0292] During the entire mediation filing process, the optical gate system records all data transmission behaviors and generates log records.

[0293] Administrators can audit and monitor the security and stability of the system through logging.

[0294] 4. System interface and data exchange

[0295] System interface design is the key to achieve data exchange with other systems. In this system, it is necessary to achieve data exchange with Haier system, court system, etc. By defining a unified data exchange format and interface protocol, real-time data transmission and sharing can be achieved. At the same time, the data exchange process needs to be monitored and managed to ensure the accuracy and integrity of the data.

[0296] The present invention covers any substitution, modification, equivalent method and scheme made on the essence and scope of the present invention. In order to make the public have a thorough understanding of the present invention, specific details are described in detail in the following preferred embodiments of the present invention, but those skilled in the art can fully understand the present invention without the description of these details. In addition, in order to avoid unnecessary confusion about the essence of the present invention, well-known methods, processes, procedures, components and circuits are not described in detail.

[0297] The above is only a preferred embodiment of the present invention. It should be pointed out that for ordinary technicians in this technical field, several improvements and modifications can be made without departing from the principle of the present invention. These improvements and modifications should also be regarded as the scope of protection of the present invention.

Claims

1. A customer complaint mediation case filing process and system design, characterized by: The system includes a case management module, a mediation module, a litigation service module, a mediation confirmation module, a trial module and a system interface module, and can realize the full process automated management from the receipt, classification, mediation, filing to judicial confirmation of customer complaint cases. The system includes: The case management module is used to receive complaint cases submitted by customers, register and generate case numbers, and classify and assign cases to mediators; The mediation module is used to generate mediation materials according to case classification, record the mediation process, and generate a mediation agreement after reaching an agreement on mediation; Litigation service module, used to provide online consultation, material submission, case inquiry and other services; The mediation confirmation module is used to handle the judicial confirmation of mediation results, including the application, review and ruling process; The trial module is used to conduct trial for cases that have not reached a mediation agreement; The system interface module is used for data interaction with other systems (including but not limited to court systems and financial institution systems).

2. According to the customer complaint mediation case filing process and system design of claim 1, The case management module further includes an automatic preliminary review function, which can screen the basic compliance of cases according to preset conditions and perform preliminary classification to improve case handling efficiency.

3. According to the customer complaint mediation case filing process and system design of claim 1, The mediation module has the function of automatically generating mediation materials. By collecting the client's basic information, transaction records, evidence materials and relevant communication records, it generates documents including mediation applications, draft mediation agreements, etc., to ensure the completeness and accuracy of the materials.

4. The customer complaint mediation case filing process and system design according to claim 1, wherein: The litigation service module supports multi-channel online services, including real-time consultation, material upload and case status inquiry, so that customers can track the progress of the case at any time.

5. According to the customer complaint mediation case filing process and system design of claim 1, The mediation module performs data isolation and secure transmission based on optical gate technology to ensure the security of sensitive data during the judicial confirmation process, including the review and confirmation steps of the mediation agreement, and generates a judicial confirmation ruling.

6. The customer complaint mediation case filing process and system design according to claim 1, wherein: The trial module is activated when no agreement is reached during mediation. It can automatically submit case information to the trial system for internal filing and arrange subsequent trial procedures to ensure timely handling of the case.

7. The customer complaint mediation case filing process and system design according to claim 1, wherein: The system interface module supports data exchange with external systems, including calling third-party API interfaces to obtain evidence materials, communication records and other necessary documents related to mediation, and ensure the legality and compliance of data interaction.

8. The customer complaint mediation case filing process and system design according to claim 1, wherein: The system uses optical shutter technology for data security isolation, and the optical shutter technology has the following characteristics: Physical isolation: Physical isolation of internal and external network data to prevent external attacks from affecting the internal network; Data encryption: Encrypt the transmitted data to ensure the security of data transmission; Authentication and permission management: ensure that only legitimate users can access and operate system data; Logging and auditing: All data transfer behaviors are recorded for auditing and monitoring purposes.

9. The customer complaint mediation case filing process and system design according to claim 1, wherein: The system also includes an evidence material capture module, which is used to obtain evidence materials from social media, email, third-party payment platforms, etc. through technical means, and ensure the legality, compliance and integrity of the evidence.

10. The customer complaint mediation case filing process and system design according to claim 1, wherein: The system uses a data verification module to perform data comparison, logic verification and manual review of evidence materials to ensure the accuracy and consistency of the data, and classifies, numbers and archives them for use in subsequent mediation processes; the system further includes automatic supplementation and error correction functions, allowing supplementary materials to be submitted or erroneous information to be corrected during mediation, judicial confirmation or trial, to ensure the integrity and accuracy of case materials; the system includes an online filing function that is connected to the court system, which is used to push confirmed mediation cases directly to the court filing system, simplify the judicial confirmation procedure, and improve filing efficiency.

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