CN113282732A - Intelligent voice interaction comprehensive management platform and method - Google Patents
Intelligent voice interaction comprehensive management platform and method Download PDFInfo
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Abstract
本发明公开了一种智能语音交互综合管理平台及方法。整个系统采用一个平台、一套话机和两个应用系统的“1+1+2”服务模式，重点构建一个智能语音服务平台、一套安卓智能话机以及两个应用系统，分别是智能电话机器人系统和移动端应用系统。实现案件当事人拨打法官电话，法官电话上展示当事人案件信息；无人应答或法官选择自动回复时，智能机器人介入，进行人机交互后，先进行当事人身份确认，身份确认通过后，提示查询案件进度、告知当事人其他事宜请庭上解决、或记录当事人诉求事后反馈法官。实现法官通知案件当事人开庭事宜，机器人与案件当事人进行人机互动，将开庭事宜告知案件当事人并与当事人确认收到，此过程全程录音备查。
The invention discloses an intelligent voice interactive integrated management platform and method. The whole system adopts the "1+1+2" service mode of one platform, one set of phones and two application systems, focusing on building an intelligent voice service platform, a set of Android smart phones and two application systems, namely the smart phone robot system and mobile applications. Realize that the party involved in the case dials the judge's phone, and the judge's phone displays the party's case information; when there is no answer or the judge chooses to automatically reply, the intelligent robot intervenes. After the human-computer interaction, the identity of the party is confirmed first. After the identity confirmation is passed, a prompt to query the progress of the case , inform the parties of other matters to be resolved in court, or record the parties' demands and report them to the judge afterwards. Realize that the judge notifies the parties of the court proceedings, the robot interacts with the parties to the case, informs the parties of the court proceedings and confirms receipt with the parties, and the whole process is recorded for future reference.
Description
Technical Field
The invention particularly relates to an intelligent voice interaction comprehensive management platform and method.
Background
After the informatization work of the people's court is carried out by the popularization of infrastructures in informatization 1.0 (2002-2012) and 2.0 (2013-2016) times, the construction of a court private network and interconnection, the highest method provides a great target of generally constructing informatization 3.0 of the people's court at the end of 2020, and actively promotes the construction of a 'smart court' to achieve the service informatization coverage rate of 100%. At the present stage, the people will step into the 4.0 era beginning with fourteen five, and the informatization construction will further promote the transformation and upgrade of court business.
With the rapid development of artificial AI, the wide application and rapid development of artificial voice intelligence in court business are promoted, the existing court business is enabled, relieved of burden and managed by utilizing the artificial intelligence technologies such as voice synthesis, voice recognition, semantic understanding, intelligent voice human-computer interaction and the like, aiming at intellectualization, standardization, specialization and humanization, the communication convenience and timeliness of parties and judges in the judicial process are enhanced, and the satisfaction degree of people in judicial activities is improved.
The invention mainly builds an intelligent voice interaction comprehensive management platform facing to intelligent judicial, integrates perception intelligence such as voice and data and cognitive intelligence such as intention understanding and self-learning through an integrated information network and a communication system by relying on advanced artificial intelligence technology, builds a uniform intelligent voice interaction comprehensive management platform, and builds demonstration applications such as intelligent case state query and intelligent judicial voice informing systems. The convenience and timeliness of communication between the parties and the judges in the judicial process are enhanced, and the satisfaction degree of people in the judicial activities is greatly improved.
After analyzing the present situation of telephone consultation with the court system, the following problems were found. Firstly, before a judge answers a call, the judge is difficult to know the information of a person making the call; in the answering process, a judge needs to manually inquire case related information in a case handling system according to the case party information, at present, the case party is informed of relevant matters of leaving a family through a telephone or other modes, the informing process is repeated, the modes of question and answer and result confirmation are adopted, and the informing mode is traditional and the efficiency is low.
Disclosure of Invention
Aiming at the defects of the prior art, the invention provides an intelligent auxiliary consultation system which is applied to the traditional telephone of a court officer and is intelligent, humanized and efficient for the concerned and the officer on the basis of the prior voice recognition technology in the industry and under the support and guarantee of professional voice service, thereby saving a large amount of consultation service time of the officer handling the case and improving the satisfaction degree of the concerned on the progress consultation of the case, and the main project aims are as follows: (1) providing a set of android smartphone hardware equipment; (2) providing a new generation of intelligent voice service platform supporting a mandarin chinese recognition engine; (3) constructing an intelligent telephone robot system supporting free-speaking voice navigation; (4) a set of mobile terminal application system for the query service of case officers is provided.
The invention provides an intelligent voice interaction comprehensive management platform which particularly comprises an intelligent telephone, an intelligent voice service platform and a database;
the intelligent phone is used for being equipped for a judge of a court to use, and is provided with a mobile application system, wherein the mobile application system is provided with a recording management module, a recording-to-text module, a case information association module, a historical call query module and a call statistics module;
the intelligent voice service platform is in communication connection with the intelligent telephone, and is provided with an intelligent telephone robot system which is provided with a voice recognition module, a voice synthesis module and a voice analysis and understanding module;
the database comprises a court case database, and the database is in communication connection with the intelligent voice service platform.
The system comprises an application layer, a service layer, a perception calculation layer, a data layer and an infrastructure layer; the application layer comprises a voice response module, a voice delivery notification module, a case information association module, an address list management module and a recording management module.
Preferably, the service layer comprises a business service framework, an infrastructure service framework and a computing service framework; the business service framework comprises an intelligent response service cluster module, an intelligent voice delivery notification service cluster module and an approval data micro-service cluster module; the infrastructure service framework comprises a voice preprocessing service module, an intelligent association micro-service cluster module, a Chinese dictation service module, a language identification service module, a unified user authority management and authentication module, an audio editing and decoding service module, a file storage service module and a single sign-on service module;
the computing framework comprises a Chinese recognition micro-service cluster module, a semantic understanding micro-service cluster module, an intention recognition micro-service cluster module and a voice synthesis micro-service cluster module.
In a preferred embodiment, the perceptual-computational layer includes a chinese transcription engine module, a semantic understanding engine module, a speech synthesis engine module, and an intention recognition engine module.
The data layer comprises a business relation distributed database module, a full-text retrieval distributed database cluster module, a distributed cache cluster module and a distributed file storage cluster module.
One preferred scheme is that the operating systems of the infrastructure layer are Linux, CentOS and Ubuntu, the network platform adopts an FY intranet, and the hardware platform comprises a server, a switch, a firewall, a disk array and load balancing; and places the infrastructure layer into the machine room.
The invention provides a working method of an intelligent voice interaction comprehensive management platform, which comprises the following steps:
s1: the case party calls the judge;
s2: the intelligent telephone is involved, automatically carries out matching query with case information of a court case database in the database according to a telephone number used by a party, sends the case information obtained by matching to the intelligent telephone, judges whether to automatically process the case information, and enters an automatic processing sub-process when the judgment result is 'yes'; and entering the judge operation flow when the judgment result is 'no';
s3: after entering the automatic processing sub-process, starting an intelligent voice service platform to work, wherein the voice synthesis module provides voice information and transmits the voice information to the case party through the intelligent telephone, and the case party answers the telephone information and finishes the consultation process; in addition, after entering the operation flow of the judge, the judge gives the judgment whether to reply by oneself again, when the judgment is 'yes', the answer information of the case is obtained, and the information is told to the party of the case in a way of oral broadcasting; and when the judgment result is 'no', the process of manually answering the call is started again, and the intelligent telephone informs the case party of the voice information formed by the voice synthesis module.
The invention provides a working method of an intelligent voice interaction comprehensive management platform, which comprises the following steps:
s11: the intelligent telephone starts to work, the intelligent telephone is matched with case information in a database according to pre-notified telephone number information so as to acquire case menu information, the case menu information is displayed on the intelligent telephone, the intelligent telephone transmits the case menu information to a mobile phone of a case party, and the case party performs a business selection process;
s12: after the business process is selected, a first process and a second process are provided, wherein the first process enters the step of verifying identity information, the verification result is carried out on the intelligent telephone according to personal information input by the case party, and the verified result information is fed back to the case party to judge whether the identity information is correct or not; the second process is to inquire the information of the case party and judge whether the information is correct; and after the information is verified, carrying out a flow of broadcasting the information, and transmitting the broadcasted information to the intelligent telephone.
The scheme provided by the invention has the beneficial effects that:
the whole system adopts a 1+1+2 service mode of a platform, a set of phones and two application systems, and an intelligent voice service platform, a set of android intelligent phones and two application systems, namely an intelligent phone robot system and a mobile terminal application system, are mainly constructed.
The method realizes that the case party dials the judge phone, and the judge phone displays the case information of the party; when no person responds or the judge selects automatic reply, the intelligent robot intervenes, after man-machine interaction is carried out, the identity of the person is firstly confirmed, and after the identity is confirmed, the person is prompted to inquire the case progress, and is informed to the party to ask for other matters to solve in the court, or the person is recorded to ask for the reason to feed back to the judge after the matters are passed.
The court officer is informed of the event principal about the event, the robot and the event principal perform man-machine interaction, after the identity of the event principal is determined, the event principal is informed of the event principal and is confirmed to be received by the event principal, and the whole process is recorded for future reference.
The platform provided by the invention provides an intelligent telephone case handling system, the main business process of which is a judge case handling work process, and the core technologies of artificial intelligent voice recognition, voice synthesis, natural language understanding and the like are utilized to develop two parts of contents of an intelligent telephone assistant and an intelligent voice interaction comprehensive management platform. The intelligent telephone assistant realizes the functions of answering a call, dialing a call, managing a telephone number, assisting a telephone and an address list. The answering function realizes the following steps: (1) the caller shows the caller address list information and the associated case information (if any); (2) manually answering the call; (3) and the telephone is automatically answered, voice interaction is carried out, identity confirmation is supported, and case progress inquiry is supported. The following functions are realized in the function of making a call: (1) supporting manual dialing; (2) and the receiving platform task is supported to automatically make a call, and voice interaction is carried out, so that identity confirmation and notification are realized. In the telephone number association function, when a person involved in a non-case registration telephone dials a judge telephone, the judge inputs a case number and the person involved in the non-case registration telephone through the function, associates the case, and displays case information. In the telephone assistant function, the functions of voice to-do and short message notification are realized. And the loading of the individual address book of the judge, the loading of the address book of the whole court list and the loading of the address book of the related contacts of the case are realized in the address book function.
Drawings
The present invention will be described in further detail with reference to the accompanying drawings and specific embodiments.
FIG. 1 is a schematic diagram of a software architecture of an intelligent voice interaction integrated management platform of the present invention;
FIG. 2 is a hardware architecture diagram of the intelligent voice interaction integrated management platform of the present invention;
FIG. 3 is a schematic flow chart of telephone consultation of the case party of the intelligent voice interaction integrated management platform.
FIG. 4 is a schematic flow chart of the intelligent voice interaction integrated management platform for automatically notifying the case parties.
Detailed Description
The technical solution in the embodiments of the present invention is clearly and completely described below with reference to the drawings in the embodiments of the present invention. In the following description, numerous specific details are set forth in order to provide a thorough understanding of the present invention, but the present invention may be practiced in other ways than those specifically described and will be readily apparent to those of ordinary skill in the art without departing from the spirit of the present invention, and therefore the present invention is not limited to the specific embodiments disclosed below.
The invention provides an intelligent voice interaction comprehensive management platform which particularly comprises an intelligent telephone, an intelligent voice service platform and a database;
the smart phone is used for being equipped to be used by a judge in a court, and the smart phone is provided with a mobile application system, preferably a mobile application system developed based on android. The mobile application system is provided with a recording management module, a recording-to-text module, a case information association module, a history call query module and a call statistic module. The recording management module has the function of automatically recording the voice in the call for later judge to listen. The function of the recording and character converting module is that voice is automatically converted into character information, and the character information is automatically stored or pushed to a judge for watching, so that the judge can know important information more quickly. The case information management module has the function of automatically matching information in a database according to the telephone number of the mobile terminal used by the case party or the personal information provided by the case party, namely automatically matching and hanging out the case information participated by the case party, so that the record of the call is matched and associated with the case information, thereby being very convenient for helping a judge to quickly read the case and avoiding the trouble of self-searching. The function of the historical call query module is that a judge can automatically find all call records in a certain period of time in the past, and the call records are all related to specific case parties and corresponding case information, so that the judge can be helped to uniformly call and read all historical calls of a certain case, and the working efficiency is improved. The call counting module has the function of automatically counting indexes such as total call duration of a case, call frequency of the case, average time of single call of the case and the like.
The intelligent voice service platform is in communication connection with the intelligent telephone, and is provided with an intelligent telephone robot system which is provided with a voice recognition module, a voice synthesis module and a voice analysis and understanding module. The function of the voice recognition module is to provide voice information for the case party for automatic recognition, and the recognized information can be converted into voice, text and other forms. The function of the speech synthesis module is that it converts electronic information into speech information and is used to communicate to the party on the case, and in some cases, when the court needs to automatically communicate information to the party on the case, the speech information may be communicated to the party on the case in such a way that the party on the case only needs to be on the phone to obtain the information. The function of the voice analysis understanding module is that unstructured voice information is converted into structured indexes through voice recognition, and knowledge mining and rapid retrieval of mass recording files and audio files are achieved; and the sentence is automatically recognized and semanteme is understood by using artificial intelligence technologies such as knowledge expression and organization.
The database comprises a court case database, and the database is in communication connection with the intelligent voice service platform. The court case database comprises information of all single cases in the court, and the information of the cases at least comprises information of case parties, court file information, call record information, judge information and the like, so that the information association between the case information and the case parties can be realized automatically, and the working efficiency is improved.
Second embodiment:
preferably, as shown in fig. 2, the platform of the present embodiment includes an application layer, a service layer, a perceptual computing layer, a data layer, and an infrastructure layer; the application layer comprises a voice response module, a voice delivery notification module, a case information association module, an address list management module and a recording management module. The function of the voice response module is that after the case party dials the telephone number on the system platform, the voice response module is automatically started to carry out self-service voice response. The function of the voice delivery informing module is that when the case information of the court needs to be communicated to the case principal, the voice informing module informs the case principal of the court case information. The case information association module is used for automatically matching and associating with the case information in the database according to the telephone number information of the party or the provided personal information so as to facilitate the judge to quickly read the case content. The function of the address book management module is that the telephone of the contact person of the information of each case in the database can be automatically imported into the address book menu, and the aim of automatic voice delivery notification is achieved.
The service layer comprises a business service framework, an infrastructure service framework and a computing service framework; the business service framework comprises an intelligent response service cluster module, an intelligent voice delivery notification service cluster module and an approval data micro-service cluster module; the infrastructure service framework comprises a voice preprocessing service module, an intelligent association micro-service cluster module, a Chinese dictation service module, a language identification service module, a unified user authority management and authentication module, an audio editing and decoding service module, a file storage service module and a single sign-on service module.
The computing frame comprises a Chinese recognition micro-service cluster module, a semantic understanding micro-service cluster module, an intention recognition micro-service cluster module and a voice synthesis micro-service cluster module.
The perception calculation layer comprises a Chinese transcription engine module, a semantic understanding engine module, a speech synthesis engine module and an intention recognition engine module.
The data layer comprises a business relation distributed database module, a full-text retrieval distributed database cluster module, a distributed cache cluster module and a distributed file storage cluster module.
The operating systems of the infrastructure layer are Linux, CentOS and Ubuntu, the network platform adopts an FY intranet, and the hardware platform comprises a server, a switch, a firewall, a disk array and load balancing; and places the infrastructure layer into the machine room.
The delivery notification process includes a process of firstly sending a short message notification to the mobile phone of the case party in a text mode, and requiring the case party to reply a confirmation message in the short message notification to confirm the message receipt. If the short message feedback is not received within the preset time limit, the system platform automatically starts a voice delivery mode, namely, the telephone of the case party is automatically dialed and voice information broadcasting is carried out, the case party is required to carry out voice information reply to confirm whether the information is received, and the voice information is matched with the stored original voice information of the case party to confirm the identity of the case party when voice confirmation is carried out. If the identity verification is accurate and the case party replies with the confirmation receipt message, the delivery of the message is completed. Otherwise, the system platform will call the phone of the case party again to inform the information after a preset time interval. When the three telephone deliveries are not completed, the feedback information is notified to a letter notification sending department, and the department of the court notifies the party of the case again in a letter mode.
The third embodiment:
the invention provides a working method of an intelligent voice interaction comprehensive management platform, which comprises the following steps:
s1: the case party calls the judge;
s2: the intelligent telephone is involved, and automatically matches and inquires case information of a court case database in the database according to a telephone number used by a party, the case information obtained by matching is sent to the intelligent telephone, the intelligent telephone judges whether to automatically process, and when the judgment result is 'yes', the automatic processing sub-process is entered; and entering the judge operation flow when the judgment result is 'no'; preferably, the smartphone requires a delay time, for example 5 seconds or 10 seconds, for the intervention, and the telephone is answered by the judge during the delay time, and if the judge is not present or the judge is busy with other transactions and the delay time is exceeded, the smartphone intervention is automatically triggered.
S3: after entering the automatic processing sub-process, starting the intelligent voice service platform to work, wherein the voice synthesis module provides voice information and transmits the voice information to the case party through the intelligent telephone, and the case party answers the telephone information and finishes the consultation process; in addition, after entering the operation flow of the judge, the judge gives the judgment whether to reply by oneself again, when the judgment is 'yes', the answer information of the case is obtained, and the information is told to the party of the case in a way of oral broadcasting; and when the judgment result is 'no', the process of manually answering the call is entered again, and the intelligent telephone informs the case party of the voice information formed by the voice synthesis module.
When the case database is matched with the mobile phone number dialed by the case party, if information matching cannot be completed, another matching mode needs to be performed, namely, the platform inquires case information such as a case number or a case name consulted by the case party, or a judge inquires to obtain specific case information and associates the case information. In the process, the voice information of the case party is automatically recorded, stored and analyzed, and then the electronic voice information obtained through storage and analysis is matched into the court case database; therefore, when the case party makes a next call, no matter whether the reserved call is used or not, the corresponding case information can be obtained through the matching analysis of the voice of the case party, and the matching of the case information is carried out more quickly and accurately.
The fourth embodiment:
the invention provides a working method of an intelligent voice interaction comprehensive management platform, which comprises the following steps:
s11: the intelligent telephone starts to work, the intelligent telephone matches with case information in the database according to the pre-informed telephone number information so as to acquire case menu information, the case menu information is displayed on the intelligent telephone, the intelligent telephone transmits the case menu information to the mobile phone of a case party, and the case party performs a business selection process;
s12: after the business process is selected, a first process and a second process are provided, wherein the first process enters the step of verifying identity information, the verification result is carried out on the intelligent telephone according to personal information input by the case party, and the verified result information is fed back to the case party to judge whether the identity information is correct or not; the second process is to inquire the information of the case party and judge whether the information is correct, namely, the identity verification is completed according to the oral response of the case party; and after the information is verified, carrying out a message broadcasting process, transmitting the broadcasted information to the intelligent telephone, and then transmitting the information to the case party by the intelligent telephone.
The whole system adopts a 1+1+2 service mode of a platform, a set of phones and two application systems, and an intelligent voice service platform, a set of android intelligent phones and two application systems, namely an intelligent phone robot system and a mobile terminal application system, are mainly constructed.
The method realizes that the case party dials the judge phone, and the judge phone displays the case information of the party; when no person responds or the judge selects automatic reply, the intelligent robot intervenes, after man-machine interaction is carried out, the identity of the person is firstly confirmed, and after the identity is confirmed, the person is prompted to inquire the case progress, and is informed to the party to ask for other matters to solve in the court, or the person is recorded to ask for the reason to feed back to the judge after the matters are passed.
The court officer is informed of the event principal about the event, the robot and the event principal perform man-machine interaction, after the identity of the event principal is determined, the event principal is informed of the event principal and is confirmed to be received by the event principal, and the whole process is recorded for future reference.
The platform provided by the invention provides an intelligent telephone case handling system, the main business process of which is a judge case handling work process, and the core technologies of artificial intelligent voice recognition, voice synthesis, natural language understanding and the like are utilized to develop two parts of contents of an intelligent telephone assistant and an intelligent voice interaction comprehensive management platform. The intelligent telephone assistant realizes the functions of answering a call, dialing a call, managing a telephone number, assisting a telephone and an address list. The answering function realizes the following steps: (1) the caller shows the caller address list information and the associated case information (if any); (2) manually answering the call; (3) and the telephone is automatically answered, voice interaction is carried out, identity confirmation is supported, and case progress inquiry is supported. The following functions are realized in the function of making a call: (1) supporting manual dialing; (2) and the receiving platform task is supported to automatically make a call, and voice interaction is carried out, so that identity confirmation and notification are realized. In the telephone number association function, when a person involved in a non-case registration telephone dials a judge telephone, the judge inputs a case number and the person involved in the non-case registration telephone through the function, associates the case, and displays case information. In the telephone assistant function, the functions of voice to-do and short message notification are realized. And the loading of the individual address book of the judge, the loading of the address book of the whole court list and the loading of the address book of the related contacts of the case are realized in the address book function.
In addition, the platform provided by the invention also realizes the following management functions, specifically comprising a case information management function, a case party management function, a judge management function, a recording management function, an address list management function, an intelligent voice management function and a fixed telephone management function. The case information management function is a butt joint court case system and is used for displaying case information to a judge telephone; the case party management function is the function of being in butt joint with a court case system to realize the association of the address list and the case information. The management function of the judge is to be in butt joint with a court case system, and the information of the associated case is matched through the address book. The recording management is to perform centralized unified management on the generated recording and support the matching of the butt-joint cases. The address book management function is to support centralized unified management of the whole-house address book, synchronous intelligent base telephone of the judge and support individualized contact of the judge. The intelligent voice function comprises a text-to-voice function and a voice-to-text function. The base unit management function is to centrally and uniformly manage the base units and perform state monitoring management.
The system response time of the platform provided by the invention is less than 3 seconds; the system mandarin speech recognition accuracy is over 85 percent; the system should meet 7 × 24 hours of uninterrupted operation; the annual fault rate of the system is less than 1 percent.
The operation principle of the platform provided by the invention meets the following requirements:
the advancement adopts artificial intelligence technologies such as advanced intelligent voice interaction and the like, so that the whole system architecture has enough advancement while keeping stable, thereby meeting the development and change of technology and business.
The reliability meets the requirements of relevant national regulations, and the system can ensure uninterrupted operation for 7 multiplied by 24 hours, high availability of data and a series of relevant reliability indexes.
And the system has good expandability. The method comprises the following steps:
the functions can be expanded: on the premise that the newly-built system does not influence the existing service system, new functions can be added, and meanwhile, the system is prevented from being modified on a large scale.
Capacity is expandable: the capacity of the system can be smoothly expanded according to the increase of the access amount of the user. The expansion of the capacity does not affect the existing system architecture and business development.
The service can be expanded: new applications can be added according to user requirements.
Loose coupling, the system takes logically independent system services as a core, and deploys and exchanges data with the existing case handling related system in a loose coupling mode.
The relevant technical standards used in the platform system provided by the invention are as follows: GB 18030 information technology Chinese coding character set, GB/T21023 Chinese speech recognition service system general technical specification, GB/T21024 Chinese speech synthesis service system general technical specification, SSML1.1(W3C) speech synthesis markup language, ECMA-404(Ecma International) JSON data exchange format. The present invention may also adopt the following technology, sip (session Initiation protocol): and the IVR system and the ASR Server are used for establishing a protocol used by the ASR connection. Rtp (real Time protocol): and a voice data stream transmission protocol between the IVR system and the ASR Server.
In some cases, the case party does need to make a direct voice call with a judge, but the automatic voice function of the smart phone cannot meet the consultation requirement of the case party, and at this time, a reservation flow is started, specifically, the system grades the working time of the judge corresponding to the party every day into an important time period, a general time period and an idle time period, wherein the important time period is generally from 9 am to 30 am, the general time period is from 14 pm to 16 pm, and the idle time period is the rest of the working time period. The party of the case can reserve consultation time of a judge three days later, but only can select to reserve a certain day at the time, but specific consultation time is not displayed. By default, the system will automatically schedule the appointment time at the critical time slot, which can be occupied by other transactions at any time of the first two days of the appointment date, the system will temporarily use critical courts and meetings to occupy the critical time slot, and modify the appointment time to a general time slot. And, on the day before the appointment date, the case party is informed of the specific appointment time of the appointment date as the morning or afternoon through a smart phone. Before 12 noon on the appointment date, if the judge has more important affairs, the affairs are automatically scheduled in the general time period, and the appointment time with the case party is automatically scheduled in the idle time period. And will automatically notify the case party of the specific schedule at 12 pm. That is, the case party first gets the date of the appointment when making the appointment, and then determines whether the morning or afternoon time the day before the date of the appointment. If it is afternoon, the parties are again informed of the determination of whether it is in the general time period or the idle time period at 12 am of the appointment date. The mode realizes the efficient unification of the consultation right of the case and the case handling work of the judge, when the work of the judge is idle, the consultation of the case and the judge can be completed in a good time period, when the work is busy, the consultation can be completed in an idle time period, the whole process is distributed in the time period through the system platform, and the time period can be informed to the case and the judge according to the time schedule, so that a great amount of time of the judge is saved.
When the time is 5 minutes before the specific appointment time is reached, the platform automatically sends a short message to the case party, the case party can dial the platform phone according to the appointed time, the platform can automatically transfer the phone to the judge to answer the call according to the appointment information, and the judge can orally consult the call. In addition, if the case party does not make telephone consultation at the appointed time, the judge automatically dials through the telephone of the case party after the time is more than 5 minutes, and makes question consultation after answering. If the case can not be connected when actively dialing the telephone to the case party, the appointment is cancelled. And the system platform also can send a short message to the case party for information confirmation, whether to continue to reserve the latest date for consultation again or not, and automatically help the case party to reserve the latest date and time again after receiving the confirmation information.
In some cases, the case number related to the case principal may be more than one, the platform automatically matches a plurality of case information according to the dialed telephone number of the case principal, then the plurality of case information automatically generates a list, and the list is ordered according to the time of the latest consultation of the case principal. And after the call is connected, the intelligent telephone can automatically push the list to the mobile phone of the party, specifically, the list can be pushed in a short message mode or a voice mode, then the party selects the case in a short message reply mode or a voice mode at the moment, and then the consultation process of the specific case is entered.
It is to be understood that the described embodiments are merely a few embodiments of the invention, and not all embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
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