1. A method for realizing remote video mediation based on big data is characterized by comprising the following steps:

step 1: acquiring a request of a requester;

the mediation center carries out identity recognition on the applicant: acquiring the name, the identification card number and the contact way basic information of a requester, and judging whether the requester applies for the first time, wherein the requester can log in an account number on line or log in the account number off line through a face recognition technology and/or an identity card; the mediation center obtains a request event of a requester, and the request event comprises the following steps: requesting person basic information, case attribution, case fact, case reason and main appeal information;

step 2: intelligently distributing reception units and corresponding processors;

inputting a case classification model for intelligent classification according to case facts, case reasons and main appeal to obtain case types of the requested events;

establishing a distribution model according to a historical big data case library, inputting case types, case facts, case reasons, main appeal and case attribution information of request events by adopting the distribution model, intelligently judging reception units, attribution categories and attribution list information, and obtaining corresponding prediction confidence coefficients; the affiliated item categories are various items governed by the reception unit, each item category is provided with a plurality of items of affiliated item list information, and each specific event in the item list corresponds to a specific handler;

and step 3: determining a video mediation mode;

according to the on-line or off-line mediation mode selected by the applicant, different treatments are carried out:

if the requester selects on-line mediation, distributing the requester to an on-line video reception waiting queue of the reception unit according to the information of the reception unit obtained in the step (2), and performing on-line video reception after the queue number is arranged;

if the requester selects the on-line degradation, the information of the reception unit obtained in the step 2 and the window distribution information of the current day are obtained; if the reception unit has an allocation window on the same day, directly taking the number of the applicant at the window, and waiting for the number calling and reception of the window by the applicant; if the reception unit does not have a window on the same day, the requester is allocated to an offline video reception waiting queue of the reception unit, and after the queue number is arranged, a field machine position for video reception is allocated to perform online video reception;

and 4, step 4: carrying out video mediation;

in the video mediation process, the mediation system pushes processing results and processing bases of similar cases to the handlers according to case property, case fact, case reason, main appeal and case type information of a request event, so as to be referred by the handlers;

if the applicant does not apply for the first time, retrieving historical mediation records of the applicant in the center, inquiring a request track of the applicant through an external system, wherein the request track comprises all request events of the applicant to different superior units recently and processing results of each request event corresponding to the superior units, and pushing all the request events and the processing results thereof to a processor of a reception unit before or in the mediation process of the video;

and 5: receiving unit circulation;

in the video mediation process, if the reception unit finds that the reception unit should be processed by other units or needs other units to continue processing, the reception unit can be dispatched to other reception units, and the step 3-4 is repeated, and the dispatched requester is in a priority position in the waiting queue.

2. The method for implementing big data based remote video mediation according to claim 1, wherein the step 2 further comprises: for the prediction result with the prediction confidence degree smaller than the threshold value and the preset special item category needing to be checked, the checking information can be sent to the specified account, and the follow-up process is executed after the checking is passed or modified.

3. The method for implementing big data based remote video mediation according to claim 1, wherein the step 3 further comprises: during video reception, the sharing authority can be started by the account number of the reception unit, a sharing link appears on a page of a requester, and other people can watch the video reception process through the sharing link.

4. The method of claim 3, wherein the account number of the hospitality unit can open and accept the authority of the audience to ask questions.

5. The method for implementing big data based remote video mediation according to claim 1, wherein the step 3 further comprises: during the video reception, the reception unit can choose whether to record or not, and if so, the mediation system informs the video recording system to start recording.

6. The method for implementing big data based remote video mediation according to claim 1, wherein the step 3 further comprises: during the video reception, the language module of the mediation center can realize the interconversion of the language and the characters to form a character record.

7. The method for implementing big data based remote video mediation according to claim 1, wherein the step 3 further comprises: in the process of online video reception waiting or offline video reception waiting, the applicant can receive the required waiting time in real time, and can select whether to reserve the mediation on a display screen of the mediation center according to the waiting condition, if so, the mediation center sends a reservation result to the applicant and processes the reservation result at the reservation time.

8. The method for implementing big data based remote video mediation according to claim 1, wherein the step 4 further comprises: in the video mediation process, a mediation system pushes a request event which appears in high frequency in the near day to a processing person for reference.

9. A method for implementing big data based remote video mediation according to any one of claims 1-8, further comprising the step of 6: reception evaluation: after the window reception or the video reception is finished, the requester needs to evaluate the mediation, the window reception is selected by the evaluation equipment, and the video reception is selected by the page.

10. An implementation device for big data based remote video mediation, which is capable of implementing a method for implementing big data based remote video mediation as claimed in any one of claims 1-9.

Background

The existing mediation center is constructed, a reception unit of a wheel parking center can adopt a scheduled wheel parking time table, but the reception unit of a non-parking center adopts a form of replacing reservation time for the reservation time, the center replaces the non-parking unit for reservation, a reservation result is notified to a requester, and the requester can reserve time for the reservation time to call the center, so that the appeal can not be solved immediately, the problem solving efficiency is greatly reduced due to the limitations of the requester on distance and time, and much inconvenience is brought to the reception unit.

Disclosure of Invention

In order to overcome the defects of the prior art, the invention provides a method and a device for realizing remote video mediation based on big data, so that remote video reception is realized, and the solution efficiency of appeal is improved. The technical scheme of the method is as follows:

step 1: acquiring a request of a requester;

the mediation center carries out identity recognition on the applicant: acquiring the name, the identification card number and the contact way basic information of a requester, and judging whether the requester applies for the first time, wherein the requester can log in an account number on line or log in the account number off line through a face recognition technology and/or an identity card; the mediation center obtains a request event of a requester, and the request event comprises the following steps: the information comprises request person basic information, case attribution, case fact, case reason and main appeal information.

Step 2: intelligently distributing reception units and corresponding processors;

and inputting a case classification model for intelligent classification according to case facts, case reasons and main appeal to obtain the case type of the request event.

Establishing a distribution model according to a historical big data case library, inputting case types, case facts, case reasons, main appeal and case attribution information of request events by adopting the distribution model, intelligently judging reception units, attribution categories and attribution list information, and obtaining corresponding prediction confidence coefficients; the item categories are various items managed by the reception unit, each item category is provided with a plurality of items of item list information, and each specific event in the item list corresponds to a specific handler.

And step 3: determining a video mediation mode;

according to the on-line or off-line mediation mode selected by the applicant, different treatments are carried out:

and if the requester selects on-line mediation, distributing the requester to the on-line video reception waiting queue of the reception unit according to the information of the reception unit obtained in the step 2, and performing on-line video reception after the queue number.

If the requester selects the on-line degradation, the information of the reception unit obtained in the step 2 and the window distribution information of the current day are obtained; if the reception unit has an allocation window on the same day, directly taking the number of the applicant at the window, and waiting for the number calling and reception of the window by the applicant; if the reception unit does not have a window on the same day, the requester is allocated to an offline video reception waiting queue of the reception unit, and after the queue number is arranged, a field machine position for video reception is allocated to perform online video reception.

And 4, step 4: carrying out video mediation;

in the video mediation process, the mediation system pushes the processing result and the processing basis of similar cases to the processor for the processor to refer to according to the case property, case fact, case reason, main appeal and case type information of the request event.

If the applicant does not apply for the first time, retrieving the historical mediation record of the applicant in the center, inquiring the request track of the applicant through an external system, wherein the request track comprises all request events recently sent to different superior units by the applicant and the processing result of each request event corresponding to the superior unit, and pushing all the request events and the processing result thereof to the processor of the reception unit before or during the mediation of the video.

And 5: receiving unit circulation;

in the video mediation process, if the reception unit finds that the reception unit should be processed by other units or needs other units to continue processing, the reception unit can be dispatched to other reception units, and the step 3-4 is repeated, and the dispatched requester is in a priority position in the waiting queue.

Compared with the prior art, one of the technical schemes has the following beneficial effects: the method has the advantages that the request of the applicant is obtained through the mediation center, the reception units and the corresponding handlers are intelligently distributed, various reception modes of online video reception, offline video reception and window reception are provided, remote video reception is realized, the solution efficiency of the appeal is improved, the appeal can be rapidly solved for the applicant who is inconvenient to arrive at the center, the limitations of distance and time are avoided, and the social administration capability of the mediation center is greatly improved.

Detailed Description

In order to clarify the technical solution and the working principle of the present invention, the embodiments of the present disclosure will be described in further detail below.

The terms "step 1," "step 2," "step 3," and the like in the description and claims of this application are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It should be understood that the data so used may be interchanged under appropriate circumstances such that the embodiments of the application described herein may be practiced in sequences other than those described herein.

The embodiment of the application provides a method for realizing remote video mediation based on big data.

In a first aspect: the embodiment of the disclosure provides a method for implementing remote video mediation based on big data, which mainly comprises the following steps:

step 1: acquiring a request of a requester;

the mediation center carries out identity recognition on the applicant: obtaining basic information such as the name, the identification card number, the contact way and the like of a requester, and judging whether the requester applies for the first time, wherein the requester can log in an account number on line or log in the account number off line through a face recognition technology and/or an identity card; the mediation center obtains a request event of a requester, and the request event comprises the following steps: information such as basic information of requesters, case attributions, case facts, case reasons, main appeal and the like.

Step 2: intelligently distributing reception units and corresponding processors;

and inputting a case classification model for intelligent classification according to case facts, case reasons and main appeal to obtain the case type of the request event.

The method comprises the steps of establishing an allocation model according to a historical big data case library, inputting case types (the case types are divided according to industries and are divided into environmental protection, medical treatment, building, planning, education and the like), case facts, case reasons, main requirements, case attribution and the like of requested events, intelligently judging a reception unit, an attributive event category and attributive event list information, obtaining corresponding prediction confidence degrees of the reception unit, wherein the attributive event category is various events administered by the reception unit, a plurality of items of attributive event list information are arranged under each item category, and each specific event in the item list corresponds to a specific handler.

Preferably, for the prediction result with the prediction confidence smaller than the threshold and the special item category which is preset to be checked, the checking information can be sent to the specified account, and after the checking is passed or modified, the subsequent process is executed.

And step 3: determining a video mediation mode;

according to the on-line or off-line mediation mode selected by the applicant, different treatments are carried out:

and if the requester selects on-line mediation, distributing the requester to the on-line video reception waiting queue of the reception unit according to the information of the reception unit obtained in the step 2, and performing on-line video reception after the queue number.

Preferably, during video reception, the account number of the reception unit can open the sharing authority, a sharing link appears on the page of the requester, other people can watch the video reception process through the sharing link, and further, the account number of the reception unit can open the authority of receiving the questions of the audience.

Preferably, during the video reception, the reception unit may choose whether to record, and if so, the mediation system notifies the video recording system to start recording. The video reception can be recorded selectively, so that the storage space is saved, and meanwhile, the retention of necessary files is guaranteed.

Preferably, during the video reception, the language module of the mediation center can realize the interconversion of the language and the characters to form the character record.

If the requester selects the on-line degradation, the information of the reception unit obtained in the step 2 and the window distribution information of the current day are obtained; if the reception unit has an allocation window on the same day, directly taking the number of the applicant at the window, and waiting for the number calling and reception of the window by the applicant; if the reception unit does not have a window on the same day, the requester is allocated to an offline video reception waiting queue of the reception unit, and after the queue number is arranged, a field machine position for video reception is allocated to perform online video reception; the remote reception is realized, the applicant can participate in the mediation without being in the center, the applicant who cannot reach the mediation center is facilitated, and the solution efficiency of the appeal is improved.

Preferably, in the process of waiting for online video reception or waiting for offline video reception, the applicant can receive the required waiting time in real time, and the applicant can select whether to perform reservation mediation on a display screen of the mediation center according to the waiting condition, and if so, the mediation center sends a reservation result to the applicant and processes the reservation result at the reservation time. The time can be reserved for video mediation, and unnecessary waiting time loss is reduced.

And 4, step 4: carrying out video mediation;

in the video mediation process, the mediation system pushes the processing results and the processing bases (laws, regulations and the like) of similar cases to the processors for the reference of the processors according to information such as case property, case fact, case reason, main appeal, case type and the like of the request event.

Preferably, in the video mediation process, the mediation system pushes the request events which occur with high frequency in the near day to the processing person for reference.

If the applicant does not apply for the first time, retrieving the history mediation record of the applicant in the center, and inquiring the request track of the applicant through an external system, wherein the request track comprises all request events from the applicant to different superior units recently (such as about two months), and the processing result of each request event corresponding to the superior unit, and all the request events and the processing result thereof are pushed to the processor of the reception unit before or in the mediation process of the video mediation.

And 5: receiving unit circulation;

in the video mediation process, if the reception unit finds that the reception unit should be processed by other units or needs other units to continue processing, the reception unit can be dispatched to other reception units, and the step 3-4 is repeated, and the dispatched requester is in a priority position in the waiting queue.

Preferably, the method further comprises the step 6: reception evaluation: after the window reception or the video reception is finished, the requester needs to evaluate the mediation, the window reception is selected by the evaluation equipment, the video reception is selected by the page, and the evaluation content includes but is not limited to whether the solution is solved or not, whether the solution is satisfied or not and the like.

In a second aspect, the disclosed embodiments provide a big data-based remote video mediation implementation apparatus, which may implement or execute an implementation method of a big data-based remote video mediation described in any one of all possible implementations, based on the same technical concept.

Preferably, the device comprises an acquisition unit, a mediation unit and a circulation unit,

the obtaining unit is configured to perform the step of step 1 of the implementation method for big data based remote video mediation according to any one of all possible implementations.

The mediation unit is used for executing the steps 2-4 of the implementation method of the big data based remote video mediation in any one of all possible implementation modes.

The streaming unit is configured to execute the step 5 of the implementation method for big data based remote video mediation according to any one of all possible implementations.

It should be noted that, in the implementation apparatus for remote video mediation based on big data provided in the foregoing embodiment, when an implementation method for remote video mediation based on big data is provided, only the division of the functional modules is illustrated, and in practical applications, the function distribution may be completed by different functional modules according to needs, that is, the internal structure of the device is divided into different functional modules, so as to complete all or part of the functions described above. In addition, the apparatus and method embodiments provided by the above embodiments belong to the same concept, and specific implementation processes thereof are described in detail in the method embodiments and are not described herein again.

The invention has been described above by way of example, it is obvious that the specific implementation of the invention is not limited by the above-described manner, and that various insubstantial modifications are possible using the method concepts and technical solutions of the invention; or directly apply the conception and the technical scheme of the invention to other occasions without improvement and equivalent replacement, and the invention is within the protection scope of the invention.