Cross-system matching complaint work order processing method and system

Abstract

The invention provides a cross-system matching complaint work order processing method and system. The method comprises the following steps: setting a table structure of a complaint work order; obtaining to-be-processed complaint information of the overdue customer based on a set table structure of the complaint work order; and according to the to-be-processed complaint information, performing cross-system matching to obtain a processing strategy of the to-be-processed complaint information. According to the application, the complaint work order generated by the overdue customer complaint is transferred from the complaint platform to the collection system and then is matched with the corresponding collection person for follow-up processing through an informatization technical means, so that the problem that the complaint platform cannot directly assign the corresponding collection person in the system in the prior art is solved, and the complaint work order processing efficiency is improved.

Description

Technical Field

[0001] This application relates to the field of credit technology, and particularly to a method and system for processing complaint work orders with cross-system matching. Background Art

[0002] In the financial industry, especially in credit business, customer complaint management is an important part of service quality. Currently, most financial institutions have dedicated complaint platforms and collection systems to handle customer complaints and overdue loan collections respectively. However, when a customer complaint is related to overdue repayment, the complaint platform usually cannot directly assign it to the corresponding collection agent for processing, resulting in low processing efficiency. Summary of the Invention

[0003] This application provides a method and system for processing complaint work orders with cross-system matching, which can solve the technical problem that in the prior art, for customer complaints related to expected repayment, the complaint platform cannot directly assign them to the corresponding collection agent within the system, resulting in low processing efficiency.

[0004] In a first aspect, this application provides a method for processing complaint work orders with cross-system matching, including the following steps:

[0005] Set the table structure of the complaint work order;

[0006] Based on the set table structure of the complaint work order, obtain the complaint information to be processed for overdue customers;

[0007] According to the complaint information to be processed, cross-system match to obtain the processing strategy for the complaint information to be processed.

[0008] In combination with the first aspect, in an implementation, the table structure includes work order number, creation time, customer ID number, customer name, customer phone number, associated loan note number, contact person name, contact person phone number, complaint type, detailed description, attachment, status, and processing personnel.

[0009] In combination with the first aspect, in an implementation, the obtaining the complaint information to be processed for overdue customers based on the set table structure of the complaint work order specifically includes the following steps:

[0010] According to the created table structure of the complaint work order, configure an interface for receiving complaint work order fields through Java;

[0011] Receive the complaint information to be processed based on the configured interface.

[0012] In combination with the first aspect, in an implementation, the cross-system matching to obtain the processing strategy for the complaint information to be processed according to the complaint information to be processed specifically includes the following steps:

[0013] Match a complaint work order for the complaint information to be processed;

[0014] According to the multi-field complaint association information in the created complaint work order, obtain the processing strategy for the complaint information to be processed.

[0015] Combined with the first aspect, in one implementation, the matching of the complaint work order for the complaint information to be processed specifically includes the following steps:

[0016] Check whether there is an unresolved complaint work order with the same note number or customer number as the corresponding complaint work order in the collection system;

[0017] When there is an unresolved complaint work order with the same note number or customer number as the corresponding complaint work order in the collection system, update the existing work order as the complaint work order for the complaint information to be processed, and match the processor of the existing work order as the processor of the complaint information to be processed;

[0018] When there is no unresolved complaint work order with the same note number or customer number as the corresponding complaint work order in the collection system, create a new work order entry for the complaint information to be processed and generate a new complaint work order.

[0019] Combined with the first aspect, in one implementation, the obtaining of the processing strategy for the complaint information to be processed according to the multi-field complaint association information in the created complaint work order specifically includes the following steps:

[0020] When the complaint work order corresponds to an unresolved complaint work order with the same note number or customer number in the collection system, match the processor of the corresponding unresolved complaint work order as the processor of the complaint information to be processed;

[0021] When the complaint work order is a newly created complaint work order, obtain the processing strategy for the complaint information to be processed by matching according to the multi-field association information in the newly created complaint work order in the order of priority.

[0022] Combined with the first aspect, in one implementation, when the complaint work order is a newly created complaint work order, the obtaining of the processing strategy for the complaint information to be processed by matching according to the multi-field association information in the newly created complaint work order in the order of priority specifically includes the following steps:

[0023] Set the matching priority order of the multi-field complaint association information in the created complaint work order;

[0024] According to the matching priority order, perform cross-system matching on the complaint information to obtain the processing strategy for the complaint information to be processed by the overdue customer.

[0025] Combined with the first aspect, in one implementation, the performing of cross-system matching on the complaint information according to the matching priority order to obtain the processing strategy for the complaint information to be processed by the overdue customer specifically includes the following steps:

[0026] When the associated note number of the complaint information to be processed is obtained from the complaint work order, the debt collector who matches the associated note number is the handler of the complaint information to be processed;

[0027] When the associated note number of the complaint information to be processed is not obtained from the complaint work order but the customer's ID number is obtained, the debt collector who matches the customer's ID number is the handler of the complaint information to be processed;

[0028] When the associated note number and the customer's ID number of the complaint information to be processed are not obtained from the complaint work order, but the customer's name and phone number are obtained, the debt collector who matches the customer's name and phone number is the handler of the complaint information to be processed;

[0029] When the associated note, the customer's ID number, the associated customer's name and phone number of the complaint information to be processed are not obtained from the complaint work order, the handler of the complaint information to be processed is matched according to the contact information;

[0030] When the associated note, the customer's ID number, the associated customer's name and phone number, and the contact information of the complaint information to be processed are not obtained from the complaint work order, the complaint information order to be processed is assigned to the administrator, so that subsequent manual intervention can be carried out for review and processing, ensuring that even in the worst case, a reasonable complaint handling path can be provided for each complaint work order.

[0031] In a second aspect, the present application provides a cross-system matching complaint work order processing system, including:

[0032] A table structure setting module for setting the table structure of the complaint work order;

[0033] A complaint information acquisition module, communicatively connected to the table structure setting module, and based on the set table structure of the complaint work order, acquires the complaint information of the overdue customer to be processed;

[0034] A complaint handling strategy matching module, communicatively connected to the complaint information acquisition module, and used for cross-system matching to obtain the handling strategy of the complaint information to be processed according to the complaint information to be processed.

[0035] Combined with the first aspect, in an implementation manner, the complaint handling strategy matching module includes:

[0036] A complaint work order matching unit for matching a complaint work order for the complaint information to be processed;

[0037] A handling strategy matching unit, communicatively connected to the complaint work order matching unit, and used for obtaining the handling strategy of the complaint information to be processed according to the multi-field complaint association information in the created complaint work order.

[0038] The beneficial effects brought by the technical solutions provided in the embodiments of this application at least include:

[0039] Through information technology means, for the complaint work orders generated by overdue customer complaints, after being transferred from the complaint platform to the collection system, they are matched to the corresponding collection agents for follow-up processing, solving the problem that the existing complaint platforms cannot directly assign to the corresponding collection agents within the system, and improving the processing efficiency of complaint work orders. BRIEF DESCRIPTION OF THE DRAWINGS

[0040] Figure 1 It is a schematic flowchart of the method for processing cross-system matching complaint work orders of this application;

[0041] Figure 2 It is a functional module block diagram of the cross-system matching complaint work order processing system of this application. DETAILED DESCRIPTION OF THE EMBODIMENTS

[0042] In order to enable those skilled in the art to better understand the solutions of this application, the technical solutions in the embodiments of this application will be clearly and completely described below in conjunction with the accompanying drawings in the embodiments of this application. Obviously, the described embodiments are only a part of the embodiments of this application, rather than all the embodiments. Based on the embodiments in this application, all other embodiments obtained by those of ordinary skill in the art without making creative efforts belong to the scope of protection of this application.

[0043] The terms "include" and "have" and any variations thereof in the specification and claims of this application and the above accompanying drawings are intended to cover non-exclusive inclusion. For example, a process, method, system, product or device that includes a series of steps or units is not limited to the listed steps or units, but optionally further includes steps or units not listed, or optionally further includes other steps or units inherent to these processes, methods, products or devices. The descriptions of terms such as "first", "second" and "third" are used to distinguish different objects, etc., and do not represent a sequence, nor do they limit that "first", "second" and "third" are of different types.

[0044] In the description of the embodiments of this application, terms such as "exemplary", "for example" or "for instance" are used to indicate examples, illustrations or explanations. Any embodiment or design solution described as "exemplary", "for example" or "for instance" in the embodiments of this application should not be construed as being more preferred or having more advantages than other embodiments or design solutions. Rather, the use of terms such as "exemplary", "for example" or "for instance" is intended to present related concepts in a specific manner.

[0045] In the description of the embodiments of the present application, unless otherwise specified, " / " means "or". For example, A / B may mean A or B. The "and / or" in the text is merely a description of the association relationship of the associated objects, indicating that there can be three relationships. For example, A and / or B may mean: A exists alone, A and B exist simultaneously, and B exists alone. In addition, in the description of the embodiments of the present application, "a plurality of" means two or more than two.

[0046] In some processes described in the embodiments of the present application, a plurality of operations or steps appear in a specific order. However, it should be understood that these operations or steps may not be executed in the order in which they appear in the embodiments of the present application or may be executed in parallel. The serial numbers of the operations are only used to distinguish different operations, and the serial numbers themselves do not represent any execution order. In addition, these processes may include more or fewer operations, and these operations or steps may be executed in order or in parallel, and these operations or steps may be combined.

[0047] To make the objectives, technical solutions, and advantages of the present application clearer, the embodiments of the present application will be further described in detail below with reference to the accompanying drawings.

[0048] In a first aspect, the embodiments of the present application provide a method for processing complaint work orders for cross-system matching, which specifically includes the following steps:

[0049] Step S1: Set the table structure of the complaint work order;

[0050] Step S2: Based on the set table structure of the complaint work order, obtain the complaint information of overdue customers to be processed;

[0051] Step S3: According to the complaint information to be processed, perform cross-system matching to obtain the processing strategy for the complaint information to be processed.

[0052] The present application solves the problem that the complaint platform in the prior art cannot directly assign to the corresponding debt collector within the system by setting the table structure of the complaint work order, obtaining complaint information in the form of the table structure, and directly matching the corresponding debt collector by the complaint platform across to the collection system according to the complaint information for follow-up processing, thereby improving the processing efficiency of complaint work orders.

[0053] In an embodiment, the table structure in the step S1: Set the table structure of the complaint work order includes the following content:

[0054] Work order number (complaintID): A unique identifier used to track each complaint case;

[0055] Creation time (creationTime): Records the exact date and time when the complaint was submitted;

[0056] Customer ID number (custCardId): The customer's identification number, used to verify the customer's identity;

[0057] Customer name (custName): The customer's full name;

[0058] Customer phone number (custPhoneNumber): The customer's phone number;

[0059] Associated loan note number (loanAcNumber): The customer's associated loan note number, which helps to quickly locate problems;

[0060] Contact person's name (contactName): If it is a third-party complaint, it is used to associate the collector to whom the customer's personal loan note number belongs through the contact information;

[0061] Contact person's phone number (contactPhoneNumber): The contact phone number of the contact person, used for the processing personnel to contact and give feedback;

[0062] Complaint type (complaintType): Classification labels, such as product defects, service quality, billing disputes, etc.;

[0063] Detailed description (description): The specific description of the problem provided by the customer;

[0064] Attachments: Allows uploading of pictures, files, or other forms of supporting materials;

[0065] Status: The current processing progress, such as "new", "processing", "resolved", "closed", etc.;

[0066] Handler: Designates which person is responsible for handling this complaint.

[0067] This application constructs the basic structure of complaint information management by setting the table structure of the complaint work order, which is used to record and track all relevant information of each complaint case, ensuring that every complaint can be accurately recorded and providing the necessary data support for subsequent processing.

[0068] In one embodiment, step S2: Based on the set table structure of the complaint work order, obtain the complaint information to be processed by overdue customers, and the specific implementation is as follows:

[0069] Step S21: According to the created table structure of the complaint work order, configure an interface for receiving complaint work order fields through Java. More specifically, a class named Complaint is defined through the following Java code to configure and implement this interface:

[0070] public class Complaint{

[0071] private String complaintId;

[0072] private LocalDateTime creationTime;

[0073] private String custCardId;

[0074] private String custName;

[0075] private String custPhoneNumber;

[0076] private String loanAcNumber;

[0077] private String contactName;

[0078] private String contactPhoneNumber;

[0079] private String complaintType;

[0080] private String description;

[0081] private List <string>attachments;

[0082] private String status;

[0083] private String handler;

[0084] }

[0085] Step S22: Receive the complaint information to be processed based on the configured interface. The complaint information includes fields such as the customer ID number, loan note number, customer name, customer phone number, contact person name, contact person phone number, and complaint content.

[0086] Based on Step S21 and Step S22, it is used to achieve seamless data transmission of the complaint information obtained from the complaint platform to the complaint handling in the collection system. By defining a clear data model (i.e., the attributes in the Complaint class), it ensures that all necessary complaint information can be correctly transmitted to the collection system, thus providing information support for further complaint handling strategies.

[0087] In addition, this interface must also be flexible enough to adapt to possible future changes or expansion requirements.

[0088] In one embodiment, in Step S3: According to the complaint information to be processed, cross-system match to obtain the processing strategy for the complaint information to be processed, which specifically includes the following steps:

[0089] Step S31: Match a complaint work order for the complaint information to be processed;

[0090] Step S32: According to the multi-field complaint association information in the created complaint work order, obtain the processing strategy for the complaint information to be processed.

[0091] In one embodiment, in Step S31: Matching a complaint work order for the complaint information to be processed specifically includes the following steps:

[0092] Step S311: Check whether there is an unresolved complaint work order with the same loan note number or customer number as the corresponding complaint work order in the collection system;

[0093] Step S312A: When there is an unresolved complaint work order with the same loan note number or customer number as the corresponding complaint work order in the collection system, update the existing work order as the complaint work order for the complaint information to be processed, and match the handler of the existing work order as the handler for the complaint information to be processed;

[0094] Step S312B: When there is no unresolved complaint work order with the same loan note number or customer number as the corresponding complaint work order in the collection system, create a new work order entry for the complaint information to be processed and generate a new complaint work order.

[0095] In one embodiment, step S32: According to the multi-field complaint association information in the created complaint work order, obtain the processing strategy for the complaint information to be processed, which specifically includes the following steps:

[0096] Step S321: When the complaint work order corresponds to an unresolved complaint work order with the same bill of exchange number or customer number in the collection system, match the handler of the corresponding unresolved complaint work order as the handler of the complaint information to be processed;

[0097] Step S322: When the complaint work order is a newly created complaint work order, obtain the processing strategy for the complaint information to be processed by matching according to the multi-field association information in the newly created complaint work order in the order of priority.

[0098] In one embodiment, step S322: When the complaint work order is a newly created complaint work order, obtain the processing strategy for the complaint information to be processed by matching according to the multi-field association information in the newly created complaint work order in the order of priority, which specifically includes the following steps:

[0099] Step S3221: Set the matching priority order of the multi-field complaint association information in the created complaint work order to set a clear priority order for matching the multi-field association information in the complaint work order;

[0100] Step S3222: According to the matching priority order, perform cross-system matching on the complaint information to obtain the processing strategy for the complaint information to be processed by the overdue customer.

[0101] In one embodiment, step S3221: Set the matching priority order of the multi-field complaint association information in the created complaint work order, which specifically includes the following steps:

[0102] Set the matching priority order of the multi-field complaint association information in the created complaint work order as associated bill of exchange, customer ID number, customer name and phone number, contact information.

[0103] In one embodiment, step S3222: According to the matching priority order, perform cross-system matching on the complaint information to obtain the processing strategy for the complaint information to be processed by the overdue customer, which specifically includes the following steps:

[0104] When the associated bill of exchange number of the complaint information to be processed is obtained from the complaint work order, match the collector with the associated bill of exchange number as the handler of the complaint information to be processed;

[0105] When the associated bill of exchange number of the complaint information to be processed is not obtained from the complaint work order but the customer ID number is obtained, match the collector with the customer ID number as the handler of the complaint information to be processed;

[0106] When the associated note number and customer ID number of the complaint information to be processed cannot be obtained from the complaint work order, but the customer's name and phone number are obtained, the debt collector corresponding to the customer's name and phone number is the handler of the complaint information to be processed;

[0107] When the associated note, customer ID number, associated customer name, and phone number of the complaint information to be processed cannot be obtained from the complaint work order, the handler of the complaint information to be processed is matched according to the contact information.

[0108] When the associated note, customer ID number, associated customer name, phone number, and contact information of the complaint information to be processed cannot be obtained from the complaint work order, the order of the complaint information to be processed is assigned to the administrator so that subsequent manual intervention can be used for review and processing, ensuring that even in the worst-case scenario, a reasonable complaint handling path can be provided for each complaint work order.

[0109] Based on step S3222, the automated matching and manual intervention matching of complaint work orders are realized. For those complaint work orders that cannot be automatically matched successfully, the system will assign them to the administrator so that subsequent manual intervention can be used for review and processing. This method ensures that even in the worst-case scenario, a reasonable processing path can be provided for each complaint work order.

[0110] In the actual application process, the cross-system matching strategy of complaint information can be dynamically adjusted according to specific business requirements and system feedback. For example, adding new matching conditions or changing the priority of existing conditions to improve the matching efficiency and accuracy.

[0111] Among them, the functional implementation of each module in the above cross-system matching complaint work order processing system corresponds to each step in the above cross-system matching complaint work order processing method embodiment, and its functions and implementation processes will not be elaborated here one by one.

[0112] In a third aspect, an embodiment of the present application provides a cross-system matching complaint work order processing device. The cross-system matching complaint work order processing device can be a device with data processing functions such as a personal computer (PC), a laptop computer, a server, etc.

[0113] The communication interface includes interfaces such as input / output (I / O) interfaces, physical interfaces, and logical interfaces for implementing the interconnection of components inside the cross-system matching complaint work order processing device, as well as interfaces for implementing the interconnection of the cross-system matching complaint work order processing device with other devices (such as other computing devices or user devices). The physical interface can be an Ethernet interface, a fiber optic interface, an ATM interface, etc.; the user device can be a display (Display), a keyboard (Keyboard), etc.

[0114] The memory can be various types of storage media, such as random access memory (RAM), read-only memory (ROM), non-volatile RAM (NVRAM), flash memory, optical memory, hard disk, programmable ROM (PROM), erasable PROM (EPROM), electrically erasable PROM (EEPROM), etc.

[0115] The processor can be a general-purpose processor, which can call the cross-system matching complaint work order processing program stored in the memory and execute the cross-system matching complaint work order processing method provided in the embodiments of the present application. For example, the general-purpose processor can be a central processing unit (CPU). Among them, the method executed when the cross-system matching complaint work order processing program is called can refer to the various embodiments of the cross-system matching complaint work order processing method of the present application, which will not be elaborated here.

[0116] Fourthly, the embodiments of the present application further provide a readable storage medium.

[0117] The cross-system matching complaint work order processing program is stored on the readable storage medium of the present application. When the cross-system matching complaint work order processing program is executed by a processor, the steps of the cross-system matching complaint work order processing method as described above are implemented.

[0118] Among them, the method implemented when the cross-system matching complaint work order processing program is executed can refer to the various embodiments of the cross-system matching complaint work order processing method of the present application, which will not be elaborated here.

[0119] It should be noted that the serial numbers of the above embodiments of the present application are only for description and do not represent the advantages and disadvantages of the embodiments.

[0120] Through the description of the above embodiments, those skilled in the art can clearly understand that the above embodiment methods can be implemented by means of software plus a necessary general hardware platform. Of course, they can also be implemented by hardware, but in many cases the former is a better implementation method. Based on such an understanding, the technical solution of the present application, in essence, or the part that contributes to the prior art can be embodied in the form of a software product. The computer software product is stored in a storage medium as described above (such as ROM / RAM, magnetic disk, optical disc), and includes several instructions for causing a terminal device to execute the methods described in the various embodiments of the present application.

[0121] The above are only the preferred embodiments of the present application, and do not limit the patent scope of the present application accordingly. Any equivalent structure or equivalent process transformation made by using the content of the specification and drawings of the present application, or directly or indirectly applied in other related technical fields, shall be equally included in the patent protection scope of the present application.< / string>

Claims

1. A method for processing cross-system matching complaint work orders, characterized in that: The following steps are involved: Set up the table structure for complaint tickets; Based on the set table structure of complaint tickets, obtain the complaint information of overdue customers to be processed; Based on the complaint information to be processed, cross-system matching is performed to obtain the processing strategy for the complaint information to be processed.

2. The cross-system matching complaint work order processing method according to claim 1, characterized in that: The table structure includes work order number, creation time, customer ID number, customer name, customer phone number, associated loan note number, contact name, contact phone number, complaint type, detailed description, attachments, status and handler.

3. The cross-system matching complaint work order processing method according to claim 1, characterized in that: The table structure of the complaint work order is set to obtain the complaint information of overdue customers to be processed, which specifically includes the following steps: According to the table structure of the created complaint ticket, configure the interface for receiving the complaint ticket fields through Java; Receives pending complaint information based on the configured interface.

4. The cross-system matching complaint work order processing method according to claim 1, characterized in that: The cross-system matching to obtain the processing strategy of the complaint information to be processed according to the complaint information to be processed specifically includes the following steps: Match complaint work orders to pending complaint information; Based on the multi-field complaint association information in the created complaint work order, obtain the processing strategy for the complaint information to be processed.

5. The cross-system matching complaint work order processing method according to claim 4, characterized in that: The above is to match the complaint information to be processed with the complaint work order, which specifically includes the following steps: Check whether there are any unresolved complaint tickets in the collection system with the same loan note number or customer number as the corresponding complaint ticket; When there is an unresolved complaint work order with the same loan note number or customer number as the corresponding complaint work order in the collection system, the existing work order is updated to the complaint work order with the pending complaint information, and the handler of the existing work order is matched to the handler of the pending complaint information; When there is no unresolved complaint ticket with the same loan note number or customer number as the corresponding complaint ticket in the collection system, a new ticket entry is created for the pending complaint information and a new complaint ticket is generated.

6. The cross-system matching complaint work order processing method according to claim 1, characterized in that: The method of obtaining a processing strategy for the complaint information to be processed based on the multi-field complaint association information in the created complaint work order specifically includes the following steps: When a complaint ticket corresponds to an unresolved complaint ticket with the same loan note number or customer number in the collection system, the handler of the corresponding unresolved complaint ticket is matched as the handler of the pending complaint information; When the complaint ticket is a newly created complaint ticket, a processing strategy for obtaining the complaint information to be processed is matched in priority order according to the multi-field association information in the newly created complaint ticket.

7. The cross-system matching complaint work order processing method according to claim 6, characterized in that: When the complaint ticket is a newly created complaint ticket, a processing strategy for obtaining the complaint information to be processed is matched in priority order according to the multi-field association information in the newly created complaint ticket, specifically including the following steps: Set the matching priority order of multi-field complaint association information in the created complaint ticket; According to the matching priority order, the complaint information is matched across systems to obtain a processing strategy for the complaint information of overdue customers to be processed.

8. The cross-system matching complaint work order processing method according to claim 7, characterized in that: The cross-system matching of the complaint information according to the matching priority order to obtain the processing strategy of the overdue customer complaint information to be processed specifically includes the following steps: When the associated loan note number of the pending complaint information is obtained from the complaint work order, the debt collector matching the associated loan note number is the handler of the pending complaint information; When the IOU number associated with the pending complaint information is not obtained from the complaint ticket but the customer's ID number is obtained, the debt collector matching the customer's ID number will be the person who handles the pending complaint information; When the loan note number and customer ID number associated with the pending complaint information are not obtained from the complaint ticket, but the customer's name and phone number are obtained, the debt collector corresponding to the customer's name and phone number will be the handler of the pending complaint information; When the associated loan note, customer ID number, associated customer name and phone number of the pending complaint information are not obtained from the complaint ticket, the person handling the pending complaint information is matched based on the contact information; When the associated loan note, customer ID number, associated customer name and phone number, and contact information of the pending complaint information are not obtained from the complaint work order, the pending complaint information order is assigned to the administrator.

9. A cross-system matching complaint work order processing system, characterized in that: include: Table structure setting module, used to set the table structure of complaint tickets; A complaint information acquisition module is connected to the table structure setting module for acquiring the complaint information of overdue customers to be processed based on the set table structure of the complaint work order; The complaint handling strategy matching module is in communication with the complaint information acquisition module and is used for obtaining the handling strategy of the complaint information to be processed through cross-system matching based on the complaint information to be processed.

10. The cross-system matching complaint work order processing system according to claim 9, characterized in that: The complaint handling strategy matching module includes: A complaint ticket matching unit is used to match complaint tickets with complaint information to be processed; The processing strategy matching unit is connected to the complaint ticket matching unit for obtaining the processing strategy of the complaint information to be processed according to the multi-field complaint association information in the created complaint ticket.

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