Method for intelligent identification, classification and risk early warning of temporary cabinet customers in insurance industry
By automatically querying customer records and classifying and grading them when customers in the insurance industry get numbers, the problem of the inability to obtain customer records and provide personalized services in the existing technology, and the refined services and risk warnings for key customers are achieved.
Patent Information
- Application Number
- CN202411991238.5
- Authority / Receiving Office
- CN · China
- Patent Type
- Applications(China)
- Current Assignee / Owner
- Filing Date
- 2024-12-31
- Publication Date
- 2025-04-29
AI Technical Summary
The existing insurance industry's in-counter customer acquisition method cannot obtain the customer's insurance records, preservation records and claims records, and cannot match and classify high-risk customers with public opinion and complaints, resulting in the inability to provide personalized services and early warning information.
When you use the customer's ID card to get a number, the customer's insurance record, preservation record and claim record will be automatically queried, and the customer's age and recent service records will be analyzed. The customer's age and recent service records will be matched and queried in combination with public opinion and high-risk customer data for complaints, and the customer type will be automatically classified and graded, and the relevant service personnel will be notified to call the number according to the type.
It realizes automatic query and classification when customers get numbers, generate service information and early warning information, notify relevant personnel, and provide personalized services to key customers to reduce complaints and public opinion risks.
Smart Images
Figure CN119904314A_ABST
Abstract
Description
Technical Field
[0001] The present invention relates to the field of customer intelligent identification methods, and in particular to a method for intelligent identification, classification and risk warning of insurance counter customers. Background Art
[0002] When handling insurance business at an insurance company, customers need to first go to the service hall to get a number, and then wait for their number to be called.
[0003] The existing method of classifying and taking numbers for such customers is to take numbers directly according to the number taking machine. The number taking machine can only issue corresponding numbers according to the order in which customers swipe their ID cards. After the customer swipes his ID card to take a number, this method of taking numbers cannot obtain the customer's insurance record, preservation record and claim record. At the same time, it is also impossible to match and classify the public opinion and complaint high-risk customer data, and thus cannot obtain early warning information when handling business, which makes it impossible to provide refined and personalized services to different customers. Therefore, a method for intelligent identification and classification of insurance counter customers and risk early warning is proposed. Summary of the invention
[0004] The purpose of the present invention is to provide a method for intelligent identification, classification and risk warning of insurance counter customers to solve the problems raised in the above-mentioned background technology.
[0005] To achieve the above-mentioned purpose, the present invention provides the following technical solution: a method for intelligent identification and classification of insurance counter customers and risk warning, the method comprising the following steps:
[0006] S1, first the customer comes to the counter and scans his ID card to get a number;
[0007] S2, query the read customer identity characteristics, and classify and grade the customers after querying the characteristics;
[0008] The content of the identity feature query includes the customer's insurance record, preservation record and claim record, and analyzes the customer's age and recent service record;
[0009] S3, triggering different service modes for different types of customers, including ordinary customers, key customers, and customers with public opinion and complaint risks;
[0010] S4, notify relevant service personnel to process the call according to different customer types.
[0011] Preferably, the customer identity feature query channel includes a key and risk customer database, and matches and queries the public opinion and complaint high-risk customer data collated by the customer service channel to automatically classify and grade the customers.
[0012] Preferably, after the ordinary customer type is confirmed, a customer service number for that type of customer is directly given, and the ordinary customer waits for his or her number to be called according to the service number.
[0013] Preferably, after the key customer type is confirmed, a determination is made as to whether to trigger an early warning;
[0014] If not, the customer service number will be given directly, and the customer of this judgment type will wait for the number to be called according to the service number;
[0015] If so, an early warning is triggered to automatically generate a prompt message and send it to relevant personnel. At the same time, key customers are reclassified and handled according to the type of early warning triggered. The categories of key customers include elderly customers, high-star VIP customers, and customers with special claims needs.
[0016] Preferably, after the elderly customer type is confirmed, the elderly customer information is generated and the counter manager is notified via SMS. After the elderly customer obtains the service number, he / she waits for the counter manager to call the number.
[0017] Preferably, after the high-star VIP customer type is confirmed, high-star VIP customer information is generated, and the company leader, salesperson and customer service department manager to whom the high-star VIP customer belongs are notified via SMS. After the high-star VIP customer obtains the service number, he / she waits for the company leader, salesperson and customer service department manager to call his / her number.
[0018] Preferably, after the type of the customer with special claims needs is confirmed, the customer information with special claims needs is generated, and the counter manager and claims and security personnel are notified by SMS. After the customer with special claims needs obtains the service number, he / she waits for the counter manager and claims and security personnel to call his / her number.
[0019] Preferably, after the public opinion and complaint risk customer type is confirmed, public opinion and complaint risk customer information is generated, and SMS notifications are sent to the counter manager, customer service manager, customer complaint handling specialist, affiliated company leader and affiliated salesperson, and service personnel are assigned to accompany the communication.
[0020] Preferably, the service personnel determine whether the customer with public opinion or complaint risk needs to be received separately after communication;
[0021] If not, the customer with public opinion or complaint risk will apply for a service number and wait for the number to be called;
[0022] If so, the counter manager, customer service manager, customer complaint handling specialist, affiliated company leader and affiliated salesperson will receive the customer with public opinion and complaint risk individually.
[0023] Technical effects and advantages of the present invention:
[0024] In the scenario where the customer is at the counter, the present invention uses the automated query and early warning mode to automatically query the customer's relevant information, classify and grade it, and assess the risk while the customer is swiping his or her ID card to get a number. At the same time, based on the query results, the present invention automatically generates service information and early warning information to notify relevant personnel, thereby providing key customers with warmer, more proactive, and more personalized services; and for high-risk customers, early intervention measures are taken to effectively reduce the risk of complaints and public opinion. BRIEF DESCRIPTION OF THE DRAWINGS
[0025] Figure 1 The figure is a flow chart of the classification method of the present invention. DETAILED DESCRIPTION
[0026] The following will be combined with the drawings in the embodiments of the present invention to clearly and completely describe the technical solutions in the embodiments of the present invention. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.
[0027] The present invention provides Figure 1 A method for intelligent identification, classification and risk warning of insurance counter customers is shown, comprising the following steps:
[0028] S1, first the customer comes to the counter and scans his ID card to get a number;
[0029] It should be noted that customers who apply for insurance must first use their identity to obtain a service number at the insurance business hall, and then wait for their number to be called before handling the corresponding business.
[0030] S2, query the read customer identity characteristics, and classify and grade the customers after querying the characteristics;
[0031] The content of identity feature query includes the customer's insurance record, preservation record and claim record, and analyzes the customer's age and recent service record;
[0032] Specifically, the customer identity feature query channels include key and risky customer databases, which match queries with public opinion and complaint data on high-risk customers compiled by customer service channels to automatically classify and grade customers.
[0033] It should be noted that when a customer swipes his card to get a number at the counter, the customer's insurance record, preservation record and claim record are automatically queried; the customer's age and recent service record are analyzed; and a match is made with the public opinion and complaint data of high-risk customers compiled by the customer service channel to automatically classify and grade the customers. In this way, the corresponding service model is triggered for different types of customers, and the relevant specific service personnel are notified to make the counter service more refined and personalized.
[0034] S3, triggers different service modes for different types of customers, including ordinary customers, key customers, and customers with public opinion and complaint risks;
[0035] It should be noted that by classifying services for different customer types, we can provide key customers with warmer and more considerate services. Among them, customers with public opinion and complaint risks can automatically identify high-risk customers based on the risk customer information provided by the sales department and the customer service department, and notify relevant personnel of early warnings to intervene in advance and avoid risk escalation.
[0036] S4, notify relevant service personnel to process the call according to different customer types.
[0037] Specifically, after the ordinary customer type is confirmed, a customer service number of that type will be directly given, and the ordinary customer will wait for his or her number to be called according to the service number.
[0038] Specifically, focus on determining whether to trigger an early warning after confirming the customer type;
[0039] It should be noted that the warning includes whether the customer is an elderly customer, a high-star VIP customer, or a customer with special needs. If the customer is one of these types, relevant customer identity warning information will be generated and the corresponding customer identity information will be sent to the relevant service personnel for targeted processing.
[0040] If not, the customer service number will be given directly, and the customer of this judgment type will wait for the number to be called according to the service number;
[0041] If so, an early warning is triggered and a prompt message is automatically generated and sent to relevant personnel. At the same time, key customers are reclassified and handled according to the type of early warning triggered. The categories of key customers include elderly customers, high-star VIP customers, and customers with special claims needs.
[0042] Furthermore, after the elderly customer type is confirmed, the elderly customer information is generated and the counter manager is notified via SMS. After the elderly customer obtains the service number, he or she waits for the counter manager to call the number.
[0043] It should be noted that due to the limited mobility of elderly customers and their inconvenience in waiting and operating for a long time, it is necessary to provide corresponding service windows for such elderly customers. After identifying the information of elderly customers, the counter manager is responsible for the calling service for such customers.
[0044] Furthermore, after the high-star VIP customer type is confirmed, the high-star VIP customer information is generated, and the company leader, salesperson and customer service department manager to whom the high-star VIP customer belongs are notified via SMS. After the high-star VIP customer obtains the service number, he / she waits for the company leader, salesperson and customer service department manager to call his / her number.
[0045] It should be noted that high-star VIP customers are customers who have handled a wealth of insurance business. After handling insurance business, these customers will mark their star level according to the type, category and quantity of business handled. At the same time, they will also mark the company leaders, salesmen and customer service department managers who handled the business. When these customers come again to handle insurance business, the relevant company leaders, salesmen and customer service department managers they marked will receive notification information, so as to provide targeted insurance business services to high-star VIP customers and make the counter service more refined and personalized.
[0046] Furthermore, after the type of customer with special claims needs is confirmed, the information of the customer with special claims needs is generated, and the counter manager and claims and preservation personnel are notified by SMS. After the customer with special claims needs obtains the service number, he / she waits for the counter manager and claims and preservation personnel to call his / her number.
[0047] It should be noted that customers with special claims needs to handle insurance claims. This type of customers requires special business handling personnel, so they need to contact the corresponding business personnel. In this way, when this type of customer is recorded, the corresponding salesperson can handle the corresponding business. Through such targeted business service management, we can provide warmer, more proactive and more personalized services.
[0048] Specifically, after the type of public opinion and complaint risk customer is confirmed, the public opinion and complaint risk customer information is generated, and the counter manager, customer service manager, customer complaint handling specialist, affiliated company leader and affiliated salesperson are notified via SMS, and service personnel are assigned to accompany the communication.
[0049] It should be noted that customers with public opinion and complaint risks are customers who have been marked with high-risk public opinion and complaint data collated through customer service channels. Such customers need to make corresponding inquiries based on the relevant issues of their complaints, thereby ensuring targeted services for this type of customers.
[0050] Furthermore, after communication, the service staff will determine whether the customer with public opinion or complaint risk needs to be received separately;
[0051] If not, the customer with public opinion or complaint risk will apply for a service number and wait for the number to be called;
[0052] If so, the counter manager, customer service manager, customer complaint handling specialist, affiliated company leader and affiliated salesperson will receive the customer with public opinion and complaint risk individually.
[0053] It should be noted that after communication, if customers with public opinion and complaint risks need to handle corresponding business needs, they can find the corresponding counter manager, customer service manager, customer complaint handling specialist, affiliated company leader and affiliated salesperson according to their requirements to receive them individually. By taking such early intervention measures, the risks of complaints and public opinion can be effectively reduced.
[0054] Finally, it should be noted that the above is only a preferred embodiment of the present invention and is not intended to limit the present invention. Although the present invention has been described in detail with reference to the aforementioned embodiments, it is still possible for those skilled in the art to modify the technical solutions described in the aforementioned embodiments or to make equivalent substitutions for some of the technical features therein. Any modifications, equivalent substitutions, improvements, etc. made within the spirit and principles of the present invention should be included in the protection scope of the present invention.
Claims
1. A method for intelligent identification, classification and risk warning of insurance counter customers, characterized in that: The method comprises the following steps: S1, first the customer comes to the counter and scans his ID card to get a number; S2, query the read customer identity characteristics, and classify and grade the customers after querying the characteristics; The content of the identity feature query includes the customer's insurance record, preservation record and claim record, and analyzes the customer's age and recent service record; S3, triggering different service modes for different types of customers, including ordinary customers, key customers, and customers with public opinion and complaint risks; S4, notify relevant service personnel to process the call according to different customer types.
2. According to claim 1, a method for intelligent identification, classification and risk warning of insurance counter customers, characterized in that: The customer identity feature query channel includes a key and risk customer database, which automatically classifies and grades customers based on matching queries with public opinion and complaint high-risk customer data collated by the customer service channel.
3. According to claim 1, a method for intelligent identification, classification and risk warning of insurance counter customers, characterized in that: After the ordinary customer type is confirmed, a customer service number for this type of customer is directly given, and the ordinary customer waits for his number to be called according to the service number.
4. According to claim 1, a method for intelligent identification, classification and risk warning of insurance counter customers, characterized in that: After the key customer type is confirmed, a determination is made as to whether an early warning is triggered; If not, the customer service number will be given directly, and the customer of this judgment type will wait for the number to be called according to the service number; If so, an early warning is triggered to automatically generate a prompt message and send it to relevant personnel. At the same time, key customers are reclassified and handled according to the type of early warning triggered. The categories of key customers include elderly customers, high-star VIP customers, and customers with special claims needs.
5. A method for intelligent identification, classification and risk warning of insurance counter customers according to claim 4, characterized in that: After the elderly customer type is confirmed, the elderly customer information is generated and the counter manager is notified via SMS. After the elderly customer gets the service number, he / she waits for the counter manager to call his / her number.
6. A method for intelligent identification, classification and risk warning of insurance counter customers according to claim 4, characterized in that: After the high-star VIP customer type is confirmed, the high-star VIP customer information is generated, and the company leader, salesperson and customer service department manager to whom the high-star VIP customer belongs are notified via SMS. After the high-star VIP customer obtains the service number, he / she waits for the company leader, salesperson and customer service department manager to call his / her number.
7. A method for intelligent identification, classification and risk warning of insurance counter customers according to claim 4, characterized in that: After the type of customer with special claims needs is confirmed, the information of the customer with special claims needs is generated, and the counter manager and claims and security personnel are notified by SMS. After the customer with special claims needs obtains the service number, he / she waits for the counter manager and claims and security personnel to call his / her number.
8. The method for intelligent identification, classification and risk warning of insurance counter customers according to claim 1 is characterized in that: After the type of public opinion and complaint risk customer is confirmed, the public opinion and complaint risk customer information is generated, and the counter manager, customer service manager, customer complaint handling specialist, affiliated company leader and affiliated salesperson are notified via SMS, and service personnel are assigned to accompany the communication.
9. A method for intelligent identification, classification and risk warning of insurance counter customers according to claim 8, characterized in that: After communication, the service personnel will determine whether the customer with public opinion or complaint risk needs to be received separately; If not, the customer with public opinion or complaint risk will apply for a service number and wait for the number to be called; If so, the counter manager, customer service manager, customer complaint handling specialist, affiliated company leader and affiliated salesperson will receive the customer with public opinion and complaint risk individually.