12368 complaint service hotline, fully realize "the people have a phone, and the court should reply in real time"!

The White Paper on the Development of AI Framework (2022) issued by China Information and Communication Research Institute points out that AI helps the current economy and society enter the era of intelligent economy. Driven by the new generation of information technology, the world is entering a remodeling period. As one of the important technologies, artificial intelligence (AI) has a strong "head geese effect" on activating the real economy, which is of great significance to building national scientific and technological influence. Focusing on the development of artificial intelligence infrastructure will provide strong traction for the development of artificial intelligence industry and the vigorous development of digital economy in China. 12368, jointly created by Qingdun and the Supreme Court, is an all-round and intelligent rule of law service scheme, which promotes the integration of litigation service platforms.

Dean Zhou Qiang pointed out in the work report of 2002 1 the Supreme People's Court that the communication channels of public opinion should be unblocked, and relying on the function of 12368 litigation service hotline1,people should be helped to handle litigation affairs.

President Qian, the filing court of the Supreme Court, pointed out that the one-stop diversified dispute resolution and litigation service system of the people's courts has been basically completed, fully relying on the well-known advantages of the 12368 litigation service hotline, and on the basis of the original inquiry and consultation function, promoting the "one-number-one" service and giving the hotline substantive handling function.

In the work report submitted by the Supreme People's Court to the Fifth Session of the 13th National People's Congress for deliberation on March 8th, 2022, there is such a set of stopping data: 24-hour service allows people to handle litigation affairs with zero time difference. 739 courts have launched 24-hour litigation services. The hotline 12368 plays the role of "general customer service" in litigation, and the "No.1 General Office" handles litigation affairs substantially, answering 2 1000 calls from the masses every day, helping to solve 765 1000 appeals, and the satisfaction of the masses is 96%.

No. 1

What is 12368?

The People's Court 12368 No.1 Office Litigation Service Platform is a new generation 12368 No.1 Office Consulting Service Platform jointly developed by Qingdun Data and the Supreme People's Court. Combining the advanced experience of the national court hotline work and the research results of national key research and development projects, it is promoted to the national courts as a unified hotline platform.

The platform takes the fourth generation full-scene call center as the construction template, with intelligent voice, virtual agent and litigation service knowledge base as the auxiliary support, and integrates the three consulting service entrances of hotline, network and window to realize the integration, intensification and intelligence of litigation consulting service.

The litigation service of 12368 is characterized by the first incoming call and the first outgoing call, and the national area code is free of transfer; Hotline+network consultation to realize data fusion and intensive management of office network lines; 12368 litigation services, eight comprehensive services, and comprehensively improve the ability to handle affairs; Knowledge, data and AI will improve the service quality and efficiency of 12368 in an all-round way.

second

12368 solved what problem?

12368 "one-stop shop" for court business is no longer a problem.

For the masses, the previous litigation service hotline has four low status quo: low connection rate, low satisfaction, low awareness rate and low intelligence. There are some problems such as missing a large number of calls from the masses, unable to answer questions in real time, insufficient social propaganda, and difficulties in assisting the agents. For the people's court, there are also three shortcomings and two high problems: lack of data enjoyment and inconvenient information inquiry for agents. Lack of work order circulation mechanism, service is not closed-loop. Lack of real-time service supervision and quality inspection mechanism can not effectively guide the work of agents. Personnel costs are high, legal literacy requirements are high, and personnel flow is large. The management cost is high, the decentralized management of seats is not intensive, and the service resources are unbalanced. Faced with these problems, can artificial intelligence, an advanced technology, play a greater role?

In order to further improve the level of informationization, specialization and standardization of litigation services, expand the depth and breadth of litigation services, and achieve the goal of "one-stop" diversified dispute resolution and litigation service system construction, 12368 litigation service platform uses big data and artificial intelligence technology to promote the realization of 12368 hotline "one-number call" and 12368 unified incoming and outgoing calls. Serving the masses, society, judges and trial management organically, and it will no longer be a problem to run the court business No.1 well.

Implementation of 12368

"The people have voices and the courts should respond in real time."

The court numbers answered by the masses are uniformly displayed as 12368, and incoming and outgoing calls are uniformly made from 12368, which not only enhances the authority of the court, but also avoids telecom fraud in the name of court telephone to some extent. By calling 12368, the parties or attorneys can consult, inquire, make an appointment, pre-accept and handle all court litigation business, so that "what the people need, the court should reply in real time" becomes a reality. You can directly access any court in the national area code transfer-free platform, without adding the area code and replaying cumbersome procedures, which also makes the 12368 litigation service hotline more convenient and warm.

12368 Work Order Report Transfer Office

Make contact with the judge so easy.

The hotline 12368, after receiving the call from the client, can record the call and the client's appeal in time and generate a work order report, which will be sent to the judge through the court's private network software and SMS, and the judge will reply within the specified time limit, and the duty officer will send the judge's reply to the client through SMS at the same time. An effective scheme is given to solve the problem that it is difficult for the parties to contact the judge, and a smooth "communication bridge" is set up between the judge and the parties.

third place

What is the function of 12368?

Technology+products, let technology play a bigger imagination outside the industry, let litigants share the dividend of technology development and integrate into the digital lifestyle. This is the initial intention of Qingdun "12368".

12368 No.1 service:

Basic incoming call function

(1) nationwide area code network-free: 12368 complaint service platform can be used as a national unified dispatching center, and can be transferred nationwide after joining the network. By the end of 2002 1 and1,the Supreme Court, Tianjin, Hebei, Liaoning, Jilin, Heilongjiang, Anhui, Jiangxi, Shandong, Hubei, Hunan, Guangxi, Hainan, Chongqing, Guizhou, Yunnan, Tibet, Shaanxi, Gansu, Qinghai, Ningxia, Xinjiang, Corps, etc.

(2) Contact the judge through the number 12368. There are two ways to contact the judge: contact the judge through intelligent voice in case inquiry; Apply for manual service transfer by dialing the number.

(3) The internal numbers of different types of court paging are all displayed as 12368, and the judges (12368+6+ numbers), judges' assistants and IP phones are all displayed as 12368 to the public, and the intelligent platform is uniformly dispatched through standardized numbers.

The picture below shows 12368 call and intelligent question and answer.

Schematic diagram of service flow:

12368 No.2 service:

Telephone hotline reception

12368 complaint service platform not only meets the basic incoming call function of 12368, but also supports the same platform transfer with lower courts, and supports platform outbound and intelligent outbound services.

12368 No.3 service:

Network consultation

12368 complaint service platform supports real-time consultation of case-related personnel through multi-channel networks such as computers and mobile terminals. Consultation includes manual service and intelligent consultation, which embodies the powerful service support ability of 12368 platform.

12368 No.4 service:

Mass consultation &; Seat reply

The platform 12368 can see the classification of consultation contents on the reply consultation page, that is, the work order report and the report are waiting to be processed in different states, such as being processed, being reviewed, being viewed, being reminded and urged, being reviewed, and being transferred to a judge for processing (scheduling).

Therefore, the platform of 12368 can not only cooperate with courts and judges in business processing, but also trace the whole process.

12368 No.5 service:

Quality inspection center &; advisory Center

12368 service platform can also check the quality of call records, network consultation records and work orders, and preset the quality inspection standard as the Supreme People's Court quality inspection standard, and reserve the call consultation content through intelligent quality inspection methods such as voice to text. Improve the service quality of 12368 through quality inspection mechanism, and make rectification according to the requirements of the First Office of the Supreme Court to ensure service compliance.

12368 The complaint service platform can also support eight services of the unified platform of the Supreme Court: case inquiry, execution inquiry, petition inquiry, mediation inquiry, preservation inquiry, service inquiry, expert inquiry and lawyer authentication. At the same time, it also supports Internet inquiry: case, execution, mediation, preservation, service, identification and lawyer certification.

12368 No.6 service:

Knowledge center

12368 complaint service platform knowledge base is a joint knowledge base of the Supreme People's Court knowledge base, Beijing Higher People's Court knowledge base and petty law knowledge base, which not only provides standardized answers to callers' demands, but also supports services such as search in knowledge base module and litigation consultation in intelligent voice. The existence of knowledge base not only reduces the quality requirements and training costs of agents, but also ensures the consistency of omni-channel answers in the whole process, which is helpful to improve the experience and quality of call service.

fourth

What are the core advantages of 12368?

12368 One incoming call and one outgoing call.

Free transmission of country code

12368 complaint service platform supports transferring people's courts' fixed telephones and personal terminals through 12368 number, and people can contact judges and clerks by dialing 12368.

12368 complaint service platform supports the people's court to contact the parties with a unified 12368 outbound number through intelligent IP phone, soft phone on 12368 platform, personal terminal telephone assistant APP and other channels, thus solving the problems of numerous and inconsistent external service numbers of the court, privacy leakage of judges' numbers and so on.

12368 complaint service platform is easy to operate, and people can dial the corresponding special line without adding the area code. The parties can access the litigation service hotline of the people's court in any area through the intelligent voice navigation service, and transfer the number to the corresponding court for litigation service.

12368 general handling of litigation services

Improve the ability to handle affairs in an all-round way

12368 complaint service platform can complete the overall docking and integration with information systems such as trial system, mobile micro-court, mediation platform and delivery platform. On the basis of the original litigation consultation, filing, execution, letters and visits, six inquiry services such as delivery, mediation, preservation, appraisal, communication and lawyer were added.

In terms of coordinating matters handled by all parties, the parties contact the judge through the work order report circulation and internal telephone transfer on the 12368 platform, which can realize the whole process of tracking and supervision. The platform also adds the functions of satisfaction return visit and evaluation, which can comprehensively improve the handling capacity and service quality of 12368.

12368 network consulting service

Realize data fusion and intensive management of office network cable.

12368 brings the consultation portal of the unified people's court network platform into the service category, that is, it accesses the network consultation of mobile micro-courts, litigation service networks, lawyer service platforms and other business systems, and can provide exclusive services for consultants through data resources.

At the same time, 12368 complaint service platform also integrates the consultation entrance of the complaint service hall, promotes the unified online and offline services, and realizes the intensive management of all consultation services.

12368 intelligent litigation service platform

Comprehensive function and high degree of intelligence.

Compared with peers, 12368 intelligent litigation service platform has great advantages such as comprehensive functions. At present, it provides intelligent voice service, intelligent question and answer service and intelligent network consulting service.

Intelligent voice service is excellent in reflecting time and multiple rounds of question and answer. Intelligent Q&A service, relying on a perfect knowledge center, performs well in answering questions and satisfaction. Intelligent network consulting service, providing all-weather intelligent consulting service, convenient and fast.

12368 intelligent litigation service platform

Comprehensive deployment and low cost.

At present, 12368 intelligent litigation service platform has realized the data docking of the Supreme Court's national case inquiry, execution inquiry, petition inquiry and CoCall. In the process of landing implementation, only the telephone line needs to be docked with the operator, so the docking dependence of the business system is small.

At the same time, on the premise of meeting the data aggregation and business needs of the litigation service guidance center of the Supreme Court, the construction and implementation costs are lower than the market average, and the prices are friendly and affordable.

12368 The litigation service platform of the people's court, as the result of the intelligent construction of politics and law, played a huge role during the epidemic in COVID-19, with the functions of online consultation and contacting judges, and made contributions to reducing the risk of infection and relieving the pressure of epidemic prevention. This is one of the best legal artificial intelligence solutions.

Fifth place

Landing practice case

In 2020, 12368 v-service platform completed the landing practice in more than 20 provinces, with a market share of 84.8%. Located in the Supreme People's Court, Tianjin, Hebei, Jilin, Heilongjiang, Shandong, Henan, Hunan, Guangxi, Hainan, Chongqing, Guizhou, Yunnan, Tibet, Shaanxi, Gansu, Qinghai, Ningxia, Xinjiang, Corps and other courts.

The Supreme People's Court's landing service includes hotline platform and full-time agent team, with a cumulative service of 4.035 million person-times; The cumulative number of work orders reached 738,000; The total number of cases of contacting judges reached 44,500.

Now we are in the digital wave, and all walks of life are upgrading their technology. The iteration of technology will also promote the change of the industry's own model. Science and technology go out of the fixed industry and play an unimaginable role in different social industries, constantly promoting the output of sustainable social values.

Science and technology empower judicial litigation services and make judicial achievements benefit the broad masses of the people. Qingdun has always been user-centered, adhering to the concept of "one China, three users, making legal AI everywhere", continuously researching advanced technologies, constantly innovating and developing products, and expanding the use scenarios and functions of judicial service products in a three-dimensional way. I believe that in the common progress of science and technology and law, we can better practice the concept of wisdom and rule of law and build a China ruled by law!