Slogan to improve the satisfaction of people's courts

The White Paper on the Development of AI Framework (2022) issued by China Institute of Information and Communication pointed 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 period of remodeling. As one of the important technologies, artificial intelligence has a strong "head geese effect" on activating the real economy and 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 a comprehensive wisdom and rule of law service scheme to promote the integration of litigation service platforms.

In the work report of 20021the Supreme People's Court, president Zhou Qiang pointed out: unblock the communication channels of public opinion, and rely on the function of 12368 "No.1 litigation service hotline" to help people 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 functions, the "one-number-one" service has been promoted, giving the hotline substantive handling functions.

In the Supreme People's Court's work report submitted 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 launched 24-hour litigation service. The hotline 12368 plays the role of "general customer service" in litigation, and the "No.1 General Office" handles litigation affairs in essence, receiving calls from the masses for 2 1000 times a day, helping to solve 765 1000 complaints, and the satisfaction of the masses reached 96%.

No. 1

What is 12368?

The People's Court 12368 No.1 General Litigation Service Platform is a new generation 12368 No.1 General Consultation Service Platform jointly developed by Qingdun Data and the Supreme People's Court. It is promoted as a unified platform for national court hotlines, combining the advanced experience of court hotlines throughout the country and the research results of national key R&D projects.

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, the first outgoing call, and no transfer in the national area code; Hotline+network consultation to realize data fusion and intensive management of office network cable; 12368 litigation service, 8 general services, and comprehensively improve the handling capacity; 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" handling of court business is no longer a problem.

For the masses, the previous litigation service hotline has the status quo of 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 highs: insufficient enjoyment of data 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 the advanced technology of artificial intelligence play a greater role?

In order to further improve the level of informatization, 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. The organic combination of serving the masses, serving the society, serving judges in handling cases and serving trial management will no longer be a difficult 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 dialing 12368, the parties or attorneys can consult, inquire, make an appointment, pre-accept and handle all litigation business of the court, so that "the people have needs and the court responds in real time" becomes a reality. You can directly visit any court in the national no-area-code transfer platform without adding complicated procedures of area code and replay, which also makes the 12368 litigation service hotline more convenient and warm.

12368 Work Order Report Transfer Office

Make it so easy to contact the judge.

The hotline 12368 can record the call and the client's demands in time and generate a work order report, which will be sent to the judge through the court's private network software and SMS. 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 an unimpeded "communication bridge" is set up between the judge and the litigants.

third place

What are the functions of 12368?

Science and technology+products, let technology play a bigger imagination space 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 first service:

Basic incoming call function

(1) nationwide networking without area code: 12368 complaint service platform can be used as a national unified dispatching center, and can be transferred nationwide after joining the networking. By the end of 2002 1 and1,there were the Supreme Court, Tianjin, Hebei, Liaoning, Jilin, Heilongjiang, Anhui, Jiangxi, Shandong, Hubei, Hunan, Guangxi, Hainan, Chongqing, Guizhou, Yunnan, Tibet, Shaanxi, Gansu, Qinghai, Ningxia, Xinjiang and Corps.

(2) Contact the judge through the number 12368. There are two contact methods: contact the judge through intelligent voice when inquiring about the case; Apply for manual service transfer by dialing the telephone number.

(3) Different types of internal numbers paged by the court are displayed as 12368 to the outside world, and all the judges (12368+6+ numbers), judges' assistants or IP phones are displayed as 12368 to the masses, and they are dispatched through a unified intelligent platform with standardized numbers.

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

Schematic diagram of service flow:

12368 second service:

Telephone hotline reception

In addition to meeting the basic calling function of 12368, 12368 complaint service platform also supports the same platform transfer with lower courts, and supports platform outbound and intelligent outbound service.

12368 the third 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 guarantee ability of 12368 platform.

12368 fourth service:

Mass consultation &; Seat reply

On the platform 12368, you can see the classification of the consultation contents, that is, the work order report and the different status of the report are waiting to be processed, such as processing, review, viewing, reminding and urging, review, and handing over to the judge for processing (dispatching).

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

12368 Fifth Service:

Quality inspection center &; advisory Center

12368 service platform can also carry out quality inspection on call records, network consultation records and work order contents, and preset the quality inspection standard as the Supreme People's Court quality inspection standard, and retain the call consultation contents 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 No.1 Office of the Supreme Court to ensure service compliance.

12368 complaint service platform can also support eight services of the Supreme Court unified platform: 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 sixth 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 small 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 transfer of national area 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, which solves the problems of numerous and inconsistent external service numbers of the court, privacy leakage of judge numbers and so on.

12368 complaint service platform is easy to operate, and citizens can dial the corresponding hotline without adding the area code. The parties can access the litigation service hotline of any regional people's court through 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, case, execution, letters and visits, six inquiry services will be added, including delivery, mediation, preservation, appraisal, communication and lawyer.

In the aspect of coordinating matters handled by all parties, the parties contact the judge through 12368 platform work order report circulation and internal telephone transfer, which can realize the whole process of tracking and supervision. The platform also adds the function 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 centralized 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 unification of online and offline services, and realizes the intensive management of all consulting 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 performs well in reflecting time and multiple rounds of question and answer. Intelligent question answering service relies on a perfect knowledge center and 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 data docking of national case inquiry, execution inquiry, letters and visits inquiry, and litigation and mediation docking in the Supreme Court. In the process of landing implementation, only the telephone line needs to be docked with the operator, which is less dependent on the docking of the business system.

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 function of online consultation and contact with judges, and contributed to reducing the risk of infection and relieving the pressure of epidemic prevention. It is one of the best legal artificial intelligence solutions.

Fifth place

Landing practice case

In 2020, 12368 v-service platform was put into practice in more than 20 provinces, with a market share of 84.8%. It is 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 services include 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.

Nowadays, we are in the digital wave, and all walks of life are upgrading their technology. The iteration of technology will also promote the transformation 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 always takes users as the center, adhering to the concept of "one China, three users, making legal AI everywhere", continuing to study advanced technology, 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!