System and method for quickly positioning accident location of slight and simple car insurance case
By combining customer service auto insurance reporting system with real-time positioning technology of operators, closed inquiry speeches and identifying customer answers, the problem of low accuracy of AI robots inquiring about locations of accidents is solved, significantly improving reporting efficiency and customer satisfaction.
Patent Information
- Application Number
- CN202411799068.0
- Authority / Receiving Office
- CN · China
- Patent Type
- Applications(China)
- Current Assignee / Owner
- Filing Date
- 2024-12-09
- Publication Date
- 2025-04-25
AI Technical Summary
During the auto insurance reporting process, the accuracy of AI robots inquiring about the location of the accident is low, and is greatly affected by the diversity of customer statements, which leads to repeated confirmation with customers, affecting the customer experience.
The customer service auto insurance reporting robot is used to combine the operator's real-time positioning technology to locate the customer's mobile phones in real time through the positioning module to generate a closed inquiry speech, such as "Is it an accident that occurred in XX City, XX Province?" and the customer's "yes/no" answer is identified through the verification module.
The efficiency and customer satisfaction of customer reporting have been improved, and the accuracy rate has been increased from 40-60% to about 95%.
Smart Images
Figure CN119887077A_ABST
Abstract
Description
Background Art
[0002] In the process of reporting a car insurance case, there are currently two main ways to ask about the location of the accident: manual seat inquiry and AI robot inquiry. The inquiry method is mainly open-ended, with the dialogue being "In which province and city did the accident happen?". The accuracy of AI robots has always been low due to factors such as abbreviations, nicknames, near-pronunciations, and dialects. The average level in the insurance industry is between 40-60%, and it needs to be confirmed repeatedly with the customer, which affects the customer experience. Therefore, many insurance companies tend to prefer the former when asking about the location of the accident, in order to improve the efficiency of customer reporting and customer satisfaction. Summary of the invention
[0003] The present application provides a system and method for quickly locating the location of an accident in a minor and simple car insurance case, so as to improve the efficiency of customer reporting and customer satisfaction.
[0004] In the first aspect, a system for quickly locating the location of an accident in a minor and simple car insurance case is provided, comprising:
[0005] Customer service car insurance reporting robot, used to inquire about the customer's accident location;
[0006] Positioning module, used to locate the customer's mobile phone in real time and obtain the positioning result;
[0007] A speech module, used to generate inquiry speech according to the positioning result;
[0008] The verification module is used to identify and verify the customer's "yes / no" answer.
[0009] In the above technical scheme, a customer service auto insurance reporting robot is used to inquire about the customer's accident location; a positioning module is used to locate the customer's mobile phone in real time to obtain a positioning result; a speech module is used to generate an inquiry speech according to the positioning result; and a verification module is used to identify and verify the customer's "yes / no" answer. The combination of the robot and the operator's real-time positioning technology is used to inquire about the customer's accident location, thereby improving the efficiency of customer reporting and customer satisfaction.
[0010] In a specific implementation scheme, the speech module adopts a closed questioning method.
[0011] In a specific implementation scheme, the inquiry dialogue includes "Did your accident happen in XX city, XX province?"
[0012] In a specific implementation scheme, the car insurance is a minor and simple car insurance case.
[0013] In a second aspect, a method for quickly locating the location of an accident in a minor and simple car insurance case is provided, comprising the following steps:
[0014] Use the customer service car insurance reporting robot to ask customers where the accident occurred;
[0015] Use the positioning module to locate the customer's mobile phone in real time and obtain the positioning result;
[0016] Using a speech module to generate inquiry speech according to the positioning result;
[0017] Use the verification module to identify and verify the customer's "yes / no" answer.
[0018] In the above technical scheme, a customer service auto insurance reporting robot is used to inquire about the customer's accident location; a positioning module is used to locate the customer's mobile phone in real time to obtain a positioning result; a speech module is used to generate an inquiry speech according to the positioning result; and a verification module is used to identify and verify the customer's "yes / no" answer. The combination of the robot and the operator's real-time positioning technology is used to inquire about the customer's accident location, thereby improving the efficiency of customer reporting and customer satisfaction.
[0019] In a specific implementation scheme, the speech module adopts a closed questioning method.
[0020] In a specific implementation scheme, the inquiry dialogue includes "Did your accident happen in XX city, XX province?"
[0021] In a specific implementation scheme, the car insurance is a minor and simple car insurance case.
[0022] 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 methods for quickly locating the location of an accident in a minor and simple car insurance case.
[0023] In the above technical scheme, a customer service auto insurance reporting robot is used to inquire about the customer's accident location; a positioning module is used to locate the customer's mobile phone in real time to obtain a positioning result; a speech module is used to generate an inquiry speech according to the positioning result; and a verification module is used to identify and verify the customer's "yes / no" answer. The combination of the robot and the operator's real-time positioning technology is used to inquire about the customer's accident location, thereby improving the efficiency of customer reporting and customer satisfaction.
[0024] In a fourth aspect, a computer-readable storage medium is provided, 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 can implement any of the methods for quickly locating the location of an accident in a minor and simple car insurance case.
[0025] In the above technical scheme, a customer service auto insurance reporting robot is used to inquire about the customer's accident location; a positioning module is used to locate the customer's mobile phone in real time to obtain a positioning result; a speech module is used to generate an inquiry speech according to the positioning result; and a verification module is used to identify and verify the customer's "yes / no" answer. The combination of the robot and the operator's real-time positioning technology is used to inquire about the customer's accident location, thereby improving the efficiency of customer reporting and customer satisfaction. BRIEF DESCRIPTION OF THE DRAWINGS
[0026] Figure 1 A structural block diagram of a system for quickly locating the location of an accident in a minor and simple car insurance case provided in an embodiment of the present application;
[0027] Figure 2 A flowchart of a method for quickly locating the location of an accident in a minor and simple car insurance case provided in an embodiment of the present application. DETAILED DESCRIPTION
[0028] 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.
[0029] 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.
[0030] 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.
[0031] To facilitate understanding of the system and method for quickly locating the location of the accident in a minor and simple car insurance case provided in the embodiment of the present application, its application scenario is first explained. The system and method for quickly locating the location of the accident in a minor and simple car insurance case provided in the embodiment of the present application are used to improve the efficiency of customer reporting and customer satisfaction. In the process of reporting a car insurance case, there are currently two main ways to inquire about the location of the accident, manual seat inquiry and AI robot inquiry, and the inquiry method mainly adopts an open-ended approach, and the dialogue is "Excuse me, in which province and city did the accident happen?" It is greatly affected by the customer's expression, such as abbreviations, aliases, near-sounds and dialects. The accuracy of the AI robot has always been low, and the average level in the insurance industry is between 40-60%. It needs to be confirmed repeatedly with the customer, affecting the customer experience. Therefore, many insurance companies tend to prefer the former when asking about the location of the accident, so as to improve the efficiency of customer reporting and customer satisfaction. For this reason, the embodiment of the present application provides a system and method for quickly locating the location of the accident in a minor and simple car insurance case to improve the efficiency of customer reporting and customer satisfaction. The following is a detailed description of the embodiment in conjunction with specific drawings.
[0032] refer to Figure 1 and Figure 2 , Figure 1 A structural block diagram of a system for quickly locating the location of an accident in a minor and simple car insurance case provided in an embodiment of the present application; Figure 2 A flowchart of a method for quickly locating the location of an accident in a minor and simple car insurance case provided in an embodiment of the present application.
[0033] exist Figure 1 In the embodiment of the present application, a system for quickly locating the accident location in a minor and simple car insurance case is provided, comprising:
[0034] Customer service car insurance reporting robot, used to inquire about the customer's accident location;
[0035] Positioning module, used to locate the customer's mobile phone in real time and obtain the positioning result;
[0036] A speech module, used to generate inquiry speech according to the positioning result;
[0037] The verification module is used to identify and verify the customer's "yes / no" answer.
[0038] In the above technical scheme, a customer service auto insurance reporting robot is used to inquire about the customer's accident location; a positioning module is used to locate the customer's mobile phone in real time to obtain a positioning result; a speech module is used to generate an inquiry speech according to the positioning result; and a verification module is used to identify and verify the customer's "yes / no" answer. The combination of the robot and the operator's real-time positioning technology is used to inquire about the customer's accident location, thereby improving the efficiency of customer reporting and customer satisfaction.
[0039] In a specific implementation scheme, the speech module adopts a closed questioning method.
[0040] In a specific implementation scheme, the inquiry dialogue includes "Did your accident happen in XX city, XX province?"
[0041] In a specific implementation scheme, the car insurance is a minor and simple car insurance case.
[0042] Specifically, the system for quickly locating the location of accidents in minor and simple car insurance cases includes: when the customer service car insurance reporting robot inquires about the customer's location of the accident, it first queries the telecommunications operator for the real-time location of the customer's mobile phone, and then uses a closed questioning method, and the questioning words are "Did the accident happen in XX city, XX province?" to verify the location of the accident with the customer, and the customer only needs to answer "yes / no" and other relevant statements.
[0043] In this embodiment, from the perspective of the overall auto insurance reporting situation, there are mainly two types, minor and simple cases and major personal injury cases. For minor and simple cases in auto insurance reporting, the company launched a one-click compensation survey operation mode for auto insurance, which can handle the survey online without going to the accident site. Only by collecting provincial and municipal information, the claims scheduling and survey can be completed. Domestic telecom operators can provide customers with real-time mobile phone positioning provincial and municipal information services under the premise of certain customer authorization, which basically meets the customer service business needs of the one-click compensation mode.
[0044] In the above technical solution, the customer service car insurance reporting robot can recognize "yes / no" with an accuracy rate of more than 95%, and more than 99% of customers report the accident at the scene of the accident, and the location of the mobile phone is basically consistent with the location of the accident. Therefore, the accuracy rate of asking about the location of the accident has increased from 40-60% to about 95%.
[0045] exist Figure 2 In the embodiment of the present application, a method for quickly locating the accident location in a minor and simple car insurance case is provided, comprising the following steps:
[0046] Use the customer service car insurance reporting robot to ask customers where the accident occurred;
[0047] Use the positioning module to locate the customer's mobile phone in real time and obtain the positioning result;
[0048] Using a speech module to generate inquiry speech according to the positioning result;
[0049] Use the verification module to identify and verify the customer's "yes / no" answer.
[0050] In the above technical scheme, a customer service auto insurance reporting robot is used to inquire about the customer's accident location; a positioning module is used to locate the customer's mobile phone in real time to obtain a positioning result; a speech module is used to generate an inquiry speech according to the positioning result; and a verification module is used to identify and verify the customer's "yes / no" answer. The combination of the robot and the operator's real-time positioning technology is used to inquire about the customer's accident location, thereby improving the efficiency of customer reporting and customer satisfaction.
[0051] In a specific implementation scheme, the speech module adopts a closed questioning method.
[0052] In a specific implementation scheme, the inquiry dialogue includes "Did your accident happen in XX city, XX province?"
[0053] In a specific implementation scheme, the car insurance is a minor and simple car insurance case.
[0054] 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 methods for quickly locating the location of an accident in a minor and simple car insurance case.
[0055] In the above technical scheme, a customer service auto insurance reporting robot is used to inquire about the customer's accident location; a positioning module is used to locate the customer's mobile phone in real time to obtain a positioning result; a speech module is used to generate an inquiry speech according to the positioning result; and a verification module is used to identify and verify the customer's "yes / no" answer. The combination of the robot and the operator's real-time positioning technology is used to inquire about the customer's accident location, thereby improving the efficiency of customer reporting and customer satisfaction.
[0056] 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 can implement any of the methods for quickly locating the location of an accident in a minor and simple car insurance case.
[0057] In the above technical scheme, a customer service auto insurance reporting robot is used to inquire about the customer's accident location; a positioning module is used to locate the customer's mobile phone in real time to obtain a positioning result; a speech module is used to generate an inquiry speech according to the positioning result; and a verification module is used to identify and verify the customer's "yes / no" answer. The combination of the robot and the operator's real-time positioning technology is used to inquire about the customer's accident location, thereby improving the efficiency of customer reporting and customer satisfaction.
[0058] Those skilled in the art will appreciate that the present application may be implemented as a system, method or computer program product.
[0059] 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.
[0060] 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.
[0061] 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 system for quickly locating the location of a minor and simple car insurance case, characterized in that: include: Customer service car insurance reporting robot, used to inquire about the customer's accident location; Positioning module, used to locate the customer's mobile phone in real time and obtain the positioning result; A speech module, used to generate inquiry speech according to the positioning result; The verification module is used to identify and verify the customer's "yes / no" answer.
2. The system for quickly locating the accident site in minor and simple car insurance cases according to claim 1 is characterized in that: The speech module adopts a closed questioning method.
3. The system for quickly locating the accident site in minor and simple car insurance cases according to claim 2 is characterized in that: The inquiry lines include "Did your accident happen in XX city, XX province?" 4. The system for quickly locating the accident site in minor and simple car insurance cases according to claim 3 is characterized in that: The car insurance mentioned is a minor and simple car insurance case.
5. A method for quickly locating the location of an accident in a minor and simple car insurance case, characterized in that: The following steps are involved: Use the customer service car insurance reporting robot to ask customers where the accident occurred; Use the positioning module to locate the customer's mobile phone in real time and obtain the positioning result; Using a speech module to generate inquiry speech according to the positioning result; Use the verification module to identify and verify the customer's "yes / no" answer.
6. The method for quickly locating the accident site in a minor and simple car insurance case according to claim 5 is characterized in that: The speech module adopts a closed questioning method.
7. The method for quickly locating the accident site in a minor and simple car insurance case according to claim 6 is characterized in that: The inquiry lines include "Did your accident happen in XX city, XX province?" 8. The method for quickly locating the accident site in a minor and simple car insurance case according to claim 7 is characterized in that: The car insurance mentioned is a minor and simple car insurance case.
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 can implement the method for quickly locating the accident site in a minor and simple car insurance case as described in any one of claims 5 to 8.
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 method for quickly locating the accident site in a minor and simple car insurance case as described in any one of claims 5 to 8.