New contract return visit verbal skill intelligent matching method and system
Through the Java policy pattern and cache mechanism dynamic matching of the return visit speech, communication barriers in the multilingual and multicultural return visit process are solved, personalized return visit services are realized, and the accuracy and system efficiency of the return visit volume are improved.
Patent Information
- Application Number
- CN202411787662.8
- Authority / Receiving Office
- CN · China
- Patent Type
- Applications(China)
- Current Assignee / Owner
- Filing Date
- 2024-12-06
- Publication Date
- 2025-04-25
AI Technical Summary
The return visit schema in the prior art is often designed based on specific languages and cultural backgrounds, and cannot be applied to the multilingual and multicultural return visit process, and lacks personalization and contextualization, resulting in communication barriers and poor return visit results.
The strategy model in the Java design model is adopted, combined with customer characteristics and needs, dynamically match the return interview technique, establish a unified speech management configuration center, and use redis for permission checksum cache to ensure the efficient and stable system.
It realizes personalized return visit services based on customer characteristics and needs, improves the accuracy of return visit volumes and processes, reduces manual quality inspection, and improves the flexibility and maintainability of the system.
Smart Images
Figure CN119884195A_ABST
Abstract
Description
Background Art
[0002] The prior art has the following defects:
[0003] Language and cultural limitations: The existing return visit scripts are often designed based on specific languages and cultural backgrounds, and may not be applicable to multilingual and multicultural return visit processes. This may lead to communication barriers between return visit personnel and customers, or language barriers during the customer's autonomous mobile return visit, affecting the effectiveness and results of the return visit.
[0004] Lack of personalization and contextualization: The scripts in most existing technologies are fixed and universal, and cannot be personalized according to the needs and contexts of customers in different regions, genders, age groups, and insurance types. This may make the return visit process lack affinity and pertinence, and fail to effectively meet the specific needs of customers. Summary of the invention
[0005] The present application provides a new contract follow-up speech intelligent matching method and system for dynamically selecting appropriate matching strategies to provide personalized and effective follow-up services.
[0006] In a first aspect, a method for intelligently matching new contract return call scripts is provided, comprising the following steps:
[0007] Build strategy models based on customer characteristics and needs;
[0008] The strategy pattern is used to dynamically match the return visit speech.
[0009] In the above technical solution, a strategy model is constructed according to the characteristics and needs of the customers; the strategy model is used to dynamically match the follow-up script; the follow-up script requirements are used according to the special regulations of industry associations in different regions, multiple languages, different age groups, issuance methods, issuance channels, payment methods, insurance types, and follow-up methods; all follow-up questionnaires are quality-checked to continuously improve the accuracy of follow-up questionnaires and processes and reduce the amount of manual quality inspection; a unified script management configuration center is established to configure different scripts for different scenarios, which are uniformly configured, modified, and managed by the script management configuration center; and visual management is performed to facilitate real-time viewing and adjustment; redis is used to store and verify permissions, so that the verification logic is processed in memory to ensure code efficiency.
[0010] In a specific implementation scheme, the strategy pattern adopts the Java design pattern.
[0011] In a specific implementation plan, the steps of building a strategy model based on the characteristics and needs of the customer include:
[0012] Verify whether to return the visit;
[0013] When conducting a return visit, determine whether there are any unanswered questionnaires;
[0014] When the judgment result is no, the strategy pattern is constructed according to the characteristics and needs of the customer.
[0015] In a specific implementation method, the step of dynamically matching the return visit speech by using the strategy pattern specifically includes:
[0016] The strategy pattern is used to match the return visit words and replace the questionnaire variables to obtain a matching customer return visit questionnaire.
[0017] In a specific implementation scheme, the customer's characteristics and needs include the customer's policy issuance region, insurance type, channel, age group, and language and culture.
[0018] Secondly, a new contract return call intelligent matching system is provided, including:
[0019] Building modules, used to build strategy patterns based on customer characteristics and needs;
[0020] The matching module is used to dynamically match the return visit speech by utilizing the strategy pattern.
[0021] In the above technical solution, a strategy model is constructed according to the characteristics and needs of the customers; the strategy model is used to dynamically match the follow-up script; the follow-up script requirements are used according to the special regulations of industry associations in different regions, multiple languages, different age groups, issuance methods, issuance channels, payment methods, insurance types, and follow-up methods; all follow-up questionnaires are quality-checked to continuously improve the accuracy of follow-up questionnaires and processes and reduce the amount of manual quality inspection; a unified script management configuration center is established to configure different scripts for different scenarios, which are uniformly configured, modified, and managed by the script management configuration center; and visual management is performed to facilitate real-time viewing and adjustment; redis is used to store and verify permissions, so that the verification logic is processed in memory to ensure code efficiency.
[0022] In a specific implementation plan, based on the customer's characteristics and needs, building a strategy model specifically includes:
[0023] Verify whether to return the visit;
[0024] When conducting a follow-up visit, determine whether there are any unanswered questionnaires;
[0025] When the judgment result is no, the strategy pattern is constructed according to the characteristics and needs of the customer.
[0026] In a specific implementation scheme, dynamically matching the return visit speech by using the strategy pattern specifically includes:
[0027] The strategy pattern is used to match the return visit words and replace the questionnaire variables to obtain a matching customer return visit questionnaire.
[0028] According to a third aspect, an electronic device is provided, comprising a processor, wherein the processor is coupled to a memory, wherein at least one computer program is stored in the memory, and the at least one computer program is loaded and executed by the processor so that the electronic device can implement any one of the new contract follow-up speech intelligent matching methods.
[0029] In the above technical solution, a strategy model is constructed according to the characteristics and needs of the customers; the strategy model is used to dynamically match the follow-up script; the follow-up script requirements are used according to the special regulations of industry associations in different regions, multiple languages, different age groups, issuance methods, issuance channels, payment methods, insurance types, and follow-up methods; all follow-up questionnaires are quality-checked to continuously improve the accuracy of follow-up questionnaires and processes and reduce the amount of manual quality inspection; a unified script management configuration center is established to configure different scripts for different scenarios, which are uniformly configured, modified, and managed by the script management configuration center; and visual management is performed to facilitate real-time viewing and adjustment; redis is used to store and verify permissions, so that the verification logic is processed in memory to ensure code efficiency.
[0030] In a fourth aspect, a computer-readable storage medium is provided, wherein at least one computer program is stored in the computer-readable storage medium, and the at least one computer program is loaded and executed by a processor so that the computer-readable storage medium implements any one of the new contract follow-up speech intelligent matching methods.
[0031] In the above technical solution, a strategy model is constructed according to the characteristics and needs of the customers; the strategy model is used to dynamically match the follow-up script; the follow-up script requirements are used according to the special regulations of industry associations in different regions, multiple languages, different age groups, issuance methods, issuance channels, payment methods, insurance types, and follow-up methods; all follow-up questionnaires are quality-checked to continuously improve the accuracy of follow-up questionnaires and processes and reduce the amount of manual quality inspection; a unified script management configuration center is established to configure different scripts for different scenarios, which are uniformly configured, modified, and managed by the script management configuration center; and visual management is performed to facilitate real-time viewing and adjustment; redis is used to store and verify permissions, so that the verification logic is processed in memory to ensure code efficiency. BRIEF DESCRIPTION OF THE DRAWINGS
[0032] Figure 1 A flowchart of a new contract return call intelligent matching method provided in an embodiment of the present application;
[0033] Figure 2 A structural block diagram of the new contract return call speech intelligent matching system provided in the embodiment of the present application;
[0034] Figure 3 A specific flow chart of the strategy pattern using Java design pattern provided in the embodiment of the present application. DETAILED DESCRIPTION
[0035] The present application is further described in detail below through the accompanying drawings and embodiments. Through these descriptions, the characteristics and advantages of the present application will become clearer and more specific.
[0036] The word "exemplary" is used exclusively herein to mean "serving as an example, embodiment, or illustration." Any embodiment described herein as "exemplary" is not necessarily to be construed as preferred or advantageous over other embodiments. Although various aspects of the embodiments are shown in the drawings, the drawings are not necessarily drawn to scale unless otherwise noted.
[0037] In addition, the technical features involved in different embodiments of the present application described below can be combined with each other as long as they do not conflict with each other.
[0038] To facilitate understanding of the new contract return call speech intelligent matching method and system provided in the embodiment of the present application, its application scenario is first explained. The new contract return call speech intelligent matching method and system provided in the embodiment of the present application are used to dynamically select appropriate matching strategies and provide personalized and effective return call services. The following defects exist in the prior art: Language and cultural limitations: The return call speech in the prior art is often designed based on a specific language and cultural background, and may not be applicable to the multi-language and multi-cultural return call process. This may lead to communication barriers between the return visit personnel and the customer or language barriers during the customer's autonomous mobile return call, affecting the effect and results of the return call. Lack of personalization and contextualization: Most of the speech in the prior art is fixed and universal, and cannot be personalized according to the needs and contexts of different regions, different genders, age groups, different insurance types, etc. This may make the return call process lack affinity and pertinence, and cannot effectively meet the specific needs of customers. For this reason, the embodiment of the present application provides a new contract return call speech intelligent matching method and system to dynamically select appropriate matching strategies and provide personalized and effective return call services. The following is a detailed description of the embodiment in conjunction with specific drawings.
[0039] refer to Figures 1 to 3 , Figure 1 A flowchart of a new contract return call intelligent matching method provided in an embodiment of the present application; Figure 2 A structural block diagram of the new contract return call speech intelligent matching system provided in the embodiment of the present application; Figure 3 A specific flow chart of the strategy pattern using Java design pattern provided in the embodiment of the present application.
[0040] exist Figure 1In the embodiment of the present application, a new contract return call intelligent matching method is provided, comprising the following steps:
[0041] Build strategy models based on customer characteristics and needs;
[0042] The strategy pattern is used to dynamically match the return visit speech.
[0043] In the above technical solution, a strategy model is constructed according to the characteristics and needs of the customers; the strategy model is used to dynamically match the follow-up script; the follow-up script requirements are used according to the special regulations of industry associations in different regions, multiple languages, different age groups, issuance methods, issuance channels, payment methods, insurance types, and follow-up methods; all follow-up questionnaires are quality-checked to continuously improve the accuracy of follow-up questionnaires and processes and reduce the amount of manual quality inspection; a unified script management configuration center is established to configure different scripts for different scenarios, which are uniformly configured, modified, and managed by the script management configuration center; and visual management is performed to facilitate real-time viewing and adjustment; redis is used to store and verify permissions, so that the verification logic is processed in memory to ensure code efficiency.
[0044] In a specific implementation scheme, the strategy pattern adopts the Java design pattern.
[0045] In a specific implementation plan, the steps of building a strategy model based on the characteristics and needs of the customer include:
[0046] Verify whether to return the visit;
[0047] When conducting a follow-up visit, determine whether there are any unanswered questionnaires;
[0048] When the judgment result is no, the strategy pattern is constructed according to the characteristics and needs of the customer.
[0049] In a specific implementation method, the step of dynamically matching the return visit speech by using the strategy pattern specifically includes:
[0050] The strategy pattern is used to match the return visit words and replace the questionnaire variables to obtain a matching customer return visit questionnaire.
[0051] In a specific implementation scheme, the customer's characteristics and needs include the customer's policy issuance region, insurance type, channel, age group, and language and culture.
[0052] Specifically, refer to Figure 3The new contract return call script intelligent matching method provides a return call script matching design mode using multiple scenarios, multiple languages, and multiple cultures. It generates a set of customized, appropriate, and compliant return call scripts for customers in real time based on the granularity of the customer's order region, insurance type, channel, age group, language, culture, etc. Specifically, it includes:
[0053] Advanced technical architecture is used to ensure its efficiency, stability and security. First of all, Spring Boot is used as the underlying framework, which provides developers with a concise and flexible way to build Java-based applications. Spring Boot has the characteristics of fast startup, automatic configuration and easy expansion, allowing developers to focus more on the development of business logic.
[0054] Secondly, the strategy pattern of Java design pattern was introduced. When developing the return call matching function, the strategy pattern in Java design pattern was adopted. Through the flexibility and scalability of the strategy pattern, it is possible to dynamically select appropriate matching strategies according to the characteristics and needs of customers to provide personalized and effective return call services. With the help of the strategy pattern, matching strategies can be dynamically selected at runtime without modifying the code of the context class. Such a design architecture enables flexible customization of matching algorithms according to different return call scenarios and needs, and convenient expansion and modification of these algorithms. This loosely coupled and scalable design makes the return call matching function more flexible and maintainable.
[0055] By using the strategy pattern in Java design pattern, we successfully developed the return call script matching function, providing personalized and efficient services for return call personnel. This function can customize the best return call script according to the user's characteristics and historical interactions, and provide a better user experience. We believe that the design decision of using the strategy pattern is of great significance for future function expansion and changes.
[0056] In addition, the return interview script template information is stored in the Xinchuang Oceanbase database for centralized management and maintenance. By using the database to store configuration information, it can be easily updated and backed up to ensure the stability and security of the system.
[0057] Finally, a cache mechanism is introduced to further improve the performance of the system. By caching permission information, the number of accesses to the database can be reduced, the pressure on the system can be reduced, and the response speed can be improved. At the same time, the cache mechanism can also reduce the burden on the database and improve the scalability of the entire system.
[0058] In the above technical solution, 1. The follow-up script requirements for special regulations of industry associations in different regions, multiple languages, different age groups, order issuance methods, order issuance channels, payment methods, insurance types, and follow-up methods are applicable. 2. All follow-up questionnaires are quality-checked to continuously improve the accuracy of follow-up questionnaires and processes and reduce the amount of manual quality inspection. 3. A unified script management configuration center is established to configure different scripts for different scenarios, which are uniformly configured, modified, and managed by the script management configuration center. Visual management is also performed to facilitate real-time viewing and adjustment. 4. Redis stores and verifies permissions, so that the verification logic is processed in memory to ensure code efficiency.
[0059] exist Figure 2 In the embodiment of the present application, a new contract return call intelligent matching system is provided, including:
[0060] Building modules, used to build strategy patterns based on customer characteristics and needs;
[0061] The matching module is used to dynamically match the return visit speech by utilizing the strategy pattern.
[0062] In the above technical solution, a strategy model is constructed according to the characteristics and needs of the customers; the strategy model is used to dynamically match the follow-up script; the follow-up script requirements are used according to the special regulations of industry associations in different regions, multiple languages, different age groups, issuance methods, issuance channels, payment methods, insurance types, and follow-up methods; all follow-up questionnaires are quality-checked to continuously improve the accuracy of follow-up questionnaires and processes and reduce the amount of manual quality inspection; a unified script management configuration center is established to configure different scripts for different scenarios, which are uniformly configured, modified, and managed by the script management configuration center; and visual management is performed to facilitate real-time viewing and adjustment; redis is used to store and verify permissions, so that the verification logic is processed in memory to ensure code efficiency.
[0063] In a specific implementation plan, based on the customer's characteristics and needs, building a strategy model specifically includes:
[0064] Verify whether to return the visit;
[0065] When conducting a follow-up visit, determine whether there are any unanswered questionnaires;
[0066] When the judgment result is no, the strategy pattern is constructed according to the characteristics and needs of the customer.
[0067] In a specific implementation scheme, dynamically matching the return visit speech by using the strategy pattern specifically includes:
[0068] The strategy pattern is used to match the return visit words and replace the questionnaire variables to obtain a matching customer return visit questionnaire.
[0069] An embodiment of the present application also provides an electronic device, comprising a processor, wherein the processor is coupled to a memory, wherein at least one computer program is stored in the memory, and the at least one computer program is loaded and executed by the processor so that the electronic device can implement any one of the new contract follow-up speech intelligent matching methods.
[0070] In the above technical solution, a strategy model is constructed according to the characteristics and needs of the customers; the strategy model is used to dynamically match the follow-up script; the follow-up script requirements are used according to the special regulations of industry associations in different regions, multiple languages, different age groups, issuance methods, issuance channels, payment methods, insurance types, and follow-up methods; all follow-up questionnaires are quality-checked to continuously improve the accuracy of follow-up questionnaires and processes and reduce the amount of manual quality inspection; a unified script management configuration center is established to configure different scripts for different scenarios, which are uniformly configured, modified, and managed by the script management configuration center; and visual management is performed to facilitate real-time viewing and adjustment; redis is used to store and verify permissions, so that the verification logic is processed in memory to ensure code efficiency.
[0071] An embodiment of the present application also provides a computer-readable storage medium, in which at least one computer program is stored. The at least one computer program is loaded and executed by a processor so that the computer-readable storage medium implements any one of the new contract follow-up speech intelligent matching methods.
[0072] In the above technical solution, a strategy model is constructed according to the characteristics and needs of the customers; the strategy model is used to dynamically match the follow-up script; the follow-up script requirements are used according to the special regulations of industry associations in different regions, multiple languages, different age groups, issuance methods, issuance channels, payment methods, insurance types, and follow-up methods; all follow-up questionnaires are quality-checked to continuously improve the accuracy of follow-up questionnaires and processes and reduce the amount of manual quality inspection; a unified script management configuration center is established to configure different scripts for different scenarios, which are uniformly configured, modified, and managed by the script management configuration center; and visual management is performed to facilitate real-time viewing and adjustment; redis is used to store and verify permissions, so that the verification logic is processed in memory to ensure code efficiency.
[0073] Those skilled in the art will appreciate that the present application may be implemented as a system, method or computer program product.
[0074] Therefore, the present disclosure may be specifically implemented in the following forms, namely: it may be completely hardware, it may be completely software (including firmware, resident software, microcode, etc.), or it may be a combination of hardware and software, generally referred to herein as a "circuit", "module" or "system". In addition, in some embodiments, the present application may also be implemented in the form of a computer program product in one or more computer-readable media, and the computer-readable medium may contain computer-readable program code.
[0075] Any combination of one or more computer-readable media can be used. Computer-readable media can be computer-readable signal media or computer-readable storage media. Computer-readable storage media can be, for example, but not limited to, electrical, magnetic, optical, electromagnetic, infrared, or semiconductor systems, devices or devices, or any combination of the above. More specific examples (non-exhaustive list) of computer-readable storage media include: electrical connections with one or more wires, portable computer disks, hard disks, random access memories (RAM), read-only memories (ROM), erasable programmable read-only memories (EPROM or flash memory), optical fibers, portable compact disk read-only memories (CD-ROM), optical storage devices, magnetic storage devices, or any suitable combination of the above. In this document, computer-readable storage media can be any tangible medium containing or storing a program, which can be used by an instruction execution system, device or device or used in combination with it.
[0076] Although the embodiments of the present application have been shown and described above, it is understood that the above embodiments are exemplary and cannot be understood as limiting the present application. A person of ordinary skill in the art can change, modify, replace and modify the above embodiments within the scope of the present application. On this basis, a variety of replacements and improvements can be made to the present application, all of which fall within the scope of protection of the present application.
Claims
1. A new contract return call intelligent matching method, characterized in that: The following steps are involved: Build strategy models based on customer characteristics and needs; The strategy pattern is used to dynamically match the return visit speech.
2. The new contract return call intelligent matching method according to claim 1 is characterized in that: The strategy pattern adopts Java design pattern.
3. The new contract return call intelligent matching method according to claim 2 is characterized in that: Based on the customer's characteristics and needs, the steps to build a strategy model include: Verify whether to return the visit; When conducting a return visit, determine whether there are any unanswered questionnaires; When the judgment result is no, the strategy pattern is constructed according to the characteristics and needs of the customer.
4. The new contract return call intelligent matching method according to claim 3 is characterized in that: The steps of dynamically matching the return visit speech by using the strategy pattern specifically include: The strategy pattern is used to match the return visit words and replace the questionnaire variables to obtain a matching customer return visit questionnaire.
5. The new contract return interview intelligent matching method according to claim 4 is characterized in that: The customer characteristics and needs include the customer's policy-issuing region, insurance type, channel, age group, and language and culture.
6. A new contract return call intelligent matching system, characterized by: include: Building modules, used to build strategy patterns based on customer characteristics and needs; The matching module is used to dynamically match the return visit speech by utilizing the strategy pattern.
7. The new contract return call intelligent matching system according to claim 6 is characterized in that: Based on the characteristics and needs of customers, the strategy model is constructed including: Verify whether to return the visit; When conducting a return visit, determine whether there are any unanswered questionnaires; When the judgment result is no, the strategy pattern is constructed according to the characteristics and needs of the customer.
8. The new contract return interview speech intelligent matching system according to claim 7 is characterized in that: Using the strategy pattern to dynamically match the return visit speech specifically includes: The strategy pattern is used to match the return visit words and replace the questionnaire variables to obtain a matching customer return visit questionnaire.
9. An electronic device, characterized in that: The electronic device includes a processor, the processor is coupled to a memory, at least one computer program is stored in the memory, and the at least one computer program is loaded and executed by the processor so that the electronic device implements the new contract follow-up speech intelligent matching method as described in any one of claims 1 to 5.
10. A computer-readable storage medium, characterized in that: At least one computer program is stored in the computer-readable storage medium, and the at least one computer program is loaded and executed by the processor so that the computer-readable storage medium implements the new contract follow-up speech intelligent matching method as described in any one of claims 1 to 5.