CN106355414A - Method and apparatus for processing user feedback information - Google Patents
Method and apparatus for processing user feedback information Download PDFInfo
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- CN106355414A CN106355414A CN201510416448.6A CN201510416448A CN106355414A CN 106355414 A CN106355414 A CN 106355414A CN 201510416448 A CN201510416448 A CN 201510416448A CN 106355414 A CN106355414 A CN 106355414A
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Abstract
The application discloses a method for processing user feedback information, comprising: receiving a user feedback request to acquire user credit data and user historical feedback data, judging whether a user's current feedback is credible or not on such basis, displaying evaluation information of a target object fed back by the user when the user's current feedback is credible. The application also discloses an apparatus for processing user feedback, comprising a credit management module and a feedback management module, wherein the credit management module receives a user feedback request from a user terminal, judges whether the user's current feedback is credible or not according to the user credit data and user historical feedback data, and displays the evaluation information of the target object fed back by the user when the user's current feedback is credible; the method and apparatus enable reduced amount of user feedback data to be processed, and help improve pushing effectiveness and timeliness of user feedback information.
Description
Technical field
The application is related to networking technology area, the process field feedback of more particularly, to a kind of Network Environment
Method and device.
Background technology
With the popularization of mobile Internet, electric business platform constantly develops, the teeth of the storm in commercial quality problem stations.
How behavior is sold by specification businessman, reduces malice and competes, increases customer consumption right to know, and this is that electric business platform is protected
The first-class key element of card commercial quality.In prior art, electric business platform adopts corresponding Merchandise Complaint feedback processing machine
Make and to process problems, usually the commodity problem of push customer complaint feedback in other users, or in commodity
The information on commodity comment of user is shown on displayed page, thus comes problem commodity are accordingly warned.This technology
Scheme has some limitations, and is summarized as follows:
On the one hand it is difficult to push the commodity problem of complaint and feedback in time.The commodity that electric business platform receives user are thrown
Tell it is impossible to confirm the verity of this complaint and feedback within the very first time during feedback request, thus will not push immediately
The information on commodity comment that this complaint and feedback is related to is so that the information on commodity comment of problem commodity cannot be in the short period
Inside it is pushed to the merchandise display page to be shown, thus push the poor in timeliness of information on commodity comment.
On the other hand it is difficult to extract effective information on commodity comment.Evaluation amount to commodity in the merchandise display page
Too big, useful evaluation information is easy to be covered by useless junk information and floods, and leads to the evaluation of problem commodity to be believed
Breath is difficult to effectively render to other users.
As can be seen here, in prior art, the effectiveness that field feedback pushes, promptness are poor, thus are necessary
A kind of technical scheme of new process field feedback of design.
Content of the invention
The defect existing for prior art, the purpose of the application is to provide a kind of side processing field feedback
Method and device, to improve the effectiveness of field feedback push, promptness.
For solving above technical problem, the application provides a kind of method processing field feedback, comprising:
Receive user feedback request, described user feedback request carries the evaluation information of the destination object of user feedback；
Inquiry user credit data and user's history feedback data, obtain user credit and historical feedback data query knot
Really；
According to user credit and historical feedback data query result, whether the current feedback of anticipation user is credible；
When the current feedback of user is credible, show the evaluation information of the destination object of user feedback.
More preferably, the evaluation information of the destination object of described user feedback include destination object define, problem description and
Evidence.
More preferably, described user credit data includes credit rating, and described user's history feedback data includes invalid throwing
Tell feedback rates.
More preferably, the whether believable step of the current feedback of described anticipation user, comprising: obtain in user credit data
Credit rating reaches predetermined level, and the invalid feedback rates of user's history feedback data are less than predetermined threshold value or user goes through
During history feedback data no record, the current feedback of anticipation user is credible.
More preferably, the step of the described evaluation information of destination object showing user feedback, comprising:
Filter the evaluation information of the destination object of user feedback, to extract the evaluation information of the destination object of user feedback
Key item content；
Show the key item content of the evaluation information of destination object of user feedback.
More preferably, after the step of key item content of the evaluation information of destination object of described displaying user feedback,
Including: add the negative information that the destination object of user feedback is evaluated.
More preferably, after the step of user feedback request of described receive user, comprising: the target to user feedback
Problem involved by the evaluation information of object is investigated.
More preferably, the step that problem involved by the described evaluation information to the destination object of user feedback is investigated,
Including:
Involved by the evaluation information of the destination object examining user feedback, whether problem is true；
Generate user's current feedback effectiveness message.
More preferably, described user's current feedback effectiveness message is used to determine whether the destination object of user feedback is entered
Row punishment, maintain change show user feedback the evaluation information of destination object, update user's history feedback data and
/ or adjustment user credit data.
More preferably, before the step of user feedback request of described receive user, comprising:
Whether checking user has the authority submitting user feedback request to；
When user has the authority submitting user feedback request to, continue executing with subsequent step.
On this basis, the application proposes to process the system architecture of the device of field feedback, and this process user is anti-
The device of feedforward information includes: feedback information acquiring unit, and for receive user feedback request, this user feedback is asked
Carry the evaluation information of the destination object of user feedback；Associated data acquiring unit, the user for inquiring about user believes
With data and user's history feedback data, obtain user credit and historical feedback data query result；Credibility anticipation
Unit, for according to the user credit that obtains and historical feedback data query result, the current feedback of anticipation user is
No credible；Feedback information display unit, for when the current feedback of user is credible, showing the target of user feedback
The evaluation information of object.Additionally, also can further include that feedback information verifies unit, so that the mesh to user feedback
The problem involved by evaluation information of mark object is investigated.
Meanwhile, the application also provide a kind of process field feedback device, including credit management module,
Feedback management module and feedback display module, wherein:
Described credit management module can be used for storing and manage user credit data；
Described feedback management module can be used for the user feedback request of receive user, and this user feedback request carries user
The evaluation information of the destination object of feedback；Inquiry user credit data and user's history feedback data, obtain user's letter
With and historical feedback data query result；And according to user credit and historical feedback data query result, carry out anticipation and use
Whether the current feedback at family is credible；
Described feedback display module can be used for showing the evaluation of the destination object of user feedback when feedback problem is credible
Information.
More preferably, the evaluation information of the destination object of described user feedback include destination object define, problem description and
Evidence；Described user credit data includes credit rating, and described user's history feedback data includes invalid complaint and feedback
Rate.
More preferably, described feedback management module can be used for reaching predetermined level in the credit rating of user credit data,
And the invalid feedback rates of user's history feedback data are less than predetermined threshold value or during user's history feedback data no record, in advance
The current feedback sentencing user is credible.
More preferably, described feedback display module can be used for showing the evaluation information of the destination object of user feedback extracting
Key item content.
More preferably, described feedback display module can be used for adding the negative prompting letter that the destination object of user feedback is evaluated
Breath.
More preferably, verify module including feedback, described feedback is verified module and be can be used for examining the target pair of user feedback
Involved by the evaluation information of elephant, whether problem is true；And, generate user's current feedback effectiveness message.
More preferably, described feedback verification module can be used for being determined according to described user's current feedback effectiveness message is
No commodity and its businessman are fed back to customer complaint punish；Described feedback display module can be used for according to described user
Current feedback effectiveness message changes the evaluation information of the destination object showing user feedback to maintain；Described feedback pipe
Reason module can be used for updating user's history feedback data according to described user's current feedback effectiveness message；And/or,
Described credit management module can be used for adjusting user credit data according to described user's current feedback effectiveness message.
Compared with prior art, the application evaluates user according to user credit data and user's history feedback data and works as
The credibility of front feedback.And meet impose a condition when push user feedback destination object evaluation information, thus
Effectiveness, the promptness of the push of problem field feedback can be improved, thus contributing to identification from mass data
Go out reliable field feedback, be mainly manifested in: on the one hand, the credibility of user's current feedback meets requirement and is
The evaluation information to destination object for the user being shown, terminating so that using without waiting for investigating to this destination object problem
Family feedback information pushes more quick；On the other hand, need when showing user to the evaluation information of destination object to evaluate
The credibility of user's current feedback, contributes to reducing junk information, and this makes effective information ratio increase, and uses
The effective Feedback information pushing at family is also more effectively.Especially, user credit data and user's history feedback data with
Feedback verification message is associated, and contributes to reducing the behaviors such as malice feedback so that invalid data greatly reduces, this
For the accuracy improving the input of user feedback message advantageously.
Brief description
By reading the detailed description of hereafter preferred implementation, various other advantages and benefit are general for this area
Logical technical staff will be clear from understanding.Accompanying drawing is only used for illustrating the purpose of preferred implementation, and is not considered as
Restriction to the application.And in whole accompanying drawing, represent identical part with identical reference markss.Attached
In figure:
The flow chart that Fig. 1 illustrates the method for process field feedback of the application one embodiment；
Fig. 2 illustrates the whether believable flow chart of anticipation user's current feedback of the application one embodiment；
The flow chart that Fig. 3 illustrates the method for process field feedback of another embodiment of the application；
Fig. 4 illustrates that the problem involved by the evaluation information to the destination object of user feedback of another embodiment of the application is entered
The flow chart of row investigation；Fig. 5 illustrates the system structure of the device of process field feedback of the application one embodiment
Figure；
Fig. 6 illustrates the block diagram of the device of process field feedback of the application one embodiment；
Fig. 7 illustrates the schematic diagram of customer complaint feedback commodity problem link in the application one application implementation；
Fig. 8 illustrates the schematic diagram of complaint and feedback commodity problem investigation link in the application one application example.
Specific embodiment
The following examples of the application evaluate feedback problem according to user credit data and user's history feedback data
Credibility, shows the evaluation information of the destination object of user feedback, hence improves user when meeting and imposing a condition
To the effectiveness of target object information input, promptness, this contributes to effectively identifying from magnanimity electric quotient data
Feedback problem.Illustrate with specific embodiment below in conjunction with accompanying drawing.
In the application, the destination object of user feedback specifically regards application scenarios and determines.As: in electric business platform, use
The destination object of family feedback can be commodity or service；In software test, the destination object of user feedback can be
Software component；In teaching assessment system, the destination object of user feedback can be teaching courseware；Etc..Additionally,
The content of user feedback be evaluate, can be broad sense evaluation (as complain, suggestion, etc.).For convenience,
The following examples of the application taking the feedback of the Merchandise Complaint class in electric business platform as a example illustrate, and use sometimes
Commodity referring to the destination object of user feedback, but this does not imply that being defined to scope of the present application.
User credit data in the application should be interpreted broadly, and they can be searched for by crawler technology and integrate
The Internet is open, the data of client authorization is it is also possible to being licensed by third party and obtaining.User's history is anti-
Feedback data can be directed to electric business service platform, and each complaint and feedback of user will be preserved with certain form
In data base, corresponding record when needing, can be extracted from data base.
Referring to Fig. 1, it is the flow chart of the method for process field feedback of the application one embodiment.As shown in figure 1,
The method of this process field feedback includes the key steps such as step 110～step 140, is described in detailed below.
S110, receive user feedback request, this user feedback request carries the evaluation letter of the destination object of user feedback
Breath.
Herein, user feedback request carries the evaluation information of the destination object of user feedback, and these evaluation informations are permissible
To evaluate (include complain, suggestion etc.), generally comprise destination object define, the content such as problem description and evidence.
For example, in electric business transaction system, user is directed to the commodity bought or service (for simplicity, below will be unified
Referred to as commodity) can be made comments suggestion by the various client such as pc, mobile phone, panel computer；If user recognizes
Commodity by being bought have problems it is also possible to complain corresponding commodity and its businessman to trading service platform.Normally,
Information on commodity comment during customer complaint feedback should include the goods links of problem commodity, problem description and proof figure
The evidences such as piece, are so easy to trading service platform to examine the true and false.In the present embodiment, the Merchandise Complaint feedback of user
Once being received, trading service platform is examined entering follow-up link for request；If meeting displaying condition, will
Show that the related content in the information on commodity comment of commodity is fed back in this customer complaint.
S120, inquiry user credit data and user's history feedback data, obtain user credit and historical feedback data
Query Result.
In order to more objectively show field feedback, the present embodiment combines user credit data and user's history feedback
Data is processing user feedback.In the present embodiment, user credit data portability credit rating information, credit rating
Value is high, shows that user feedback is with a high credibility；Conversely, credit rating value is low, show that user feedback is with a low credibility；Cause
This credit rating can determine whether to show the feedback information of user as an important indicator.User feedback data
Including invalid feedback rates, invalid feedback rates are high, show that user feedback is with a high credibility；Conversely, invalid feedback rates are low,
Show that user feedback is with a low credibility；Therefore invalid feedback rates can also determine whether as another important indicator to open up
Show the feedback information of user.So, the present embodiment to evaluate user with reference to the credit rating of user and invalid feedback rates
Feedback credibility is it is possible to reduce the problem of user's abuse feedback, thus contributing to the system service platform such as electric business more
Effectively process user feedback data.
S130, according to user credit data and user's history feedback data, whether the current feedback of anticipation user credible.
As it was noted above, user credit data and user's history feedback data can reflect that user feedback is credible effectively
Degree.Therefore, when the current feedback credibility of user meets condition, can commenting the destination object of user feedback
Valency information is shown, and is so easy to ensure objectivity, the effectiveness of field feedback.How anticipation user is anti-
Whether feedback is credible, needs to set certain rule, this be further described below, wouldn't launch explanation herein.
S140, when the current feedback of user is credible, show user feedback destination object evaluation information.
In this step s140, when the current feedback credibility of user meets above-mentioned requirements, show user feedback
The evaluation information of destination object.Especially, the application filters the evaluation information of the destination object of user feedback (as mistake
Filter repeats term, uncivil term etc.), with the key item of the evaluation information extracting the destination object of user feedback
Hold (as trade name, model, problem etc.) so that the exhibition of the destination object (as commodity) of user feedback
Show that information is more succinct, effectively.Further, in the key of the evaluation information of the destination object showing user feedback
After item content, the negative information that the destination object of user feedback is evaluated can also be added, to carry out corresponding
Warning.For example, electric business platform shows that the negative information of commodity is fed back in customer complaint, such as " commodity are complained "
Or similar term, thus play the purpose that warning is bought.
So, the present embodiment evaluates the current feedback of user according to user credit data and user's history feedback data
Credibility, and the evaluation information of the destination object of user feedback is shown when meeting and imposing a condition, have more prominent
Technique effect: on the one hand, the current feedback credibility of user meets requirement and user can be shown to destination object
Evaluation information, and without waiting for user, destination object investigation is terminated, it is more fast that this makes field feedback push
Prompt；On the other hand, need when showing user to the evaluation information of destination object to evaluate the current feedback credibility of user,
Contribute to reduce junk information, by this effective information ratio increase so that the effective Feedback information pushing of user more
For effective.Referring to Fig. 2, it is the whether believable flow chart of anticipation user's current feedback of the application one embodiment.As
Shown in Fig. 2, the whether believable detailed process of anticipation user's current feedback is: judges whether user credit data is high
Credit rating, i.e. whether the credit rating of user credit data reaches predetermined level (step s210)；Judge simultaneously
User's history feedback data is low invalid feedback rates, and that is, whether the invalid feedback rates of user's history feedback data are less than pre-
If threshold value, or user's history feedback data no record (step s220)；Meet above-mentioned two condition at the same time
Under the premise of, the current feedback of evaluation user is credible, you can reliability meets requirement (step s230), otherwise all evaluates
The current feedback of user is insincere, you can reliability is unsatisfactory for requiring (step s240).For example, user credit data
Predetermined level be c, the predetermined threshold value of user's history feedback data is 60%, then user credit data credit rating
Invalid feedback rates for b, user's history feedback data are to meet when 55% to require.The current feedback of evaluation user can
Reliability meet require after so that it may since show user feedback destination object evaluation information, otherwise anti-to user
The evaluation information of the destination object of feedback is refused to show.Whether anticipation user current feedback is credible in this manner, accurate
Really property is higher.
Referring to Fig. 3, it is the flow chart of the method for process field feedback of another embodiment of the application.This enforcement
Example includes step s310～step s350, and it is with the difference of embodiment illustrated in fig. 1, further to user feedback
Problem involved by the evaluation information of destination object is investigated it may be assumed that when the current feedback of user is credible, further
(step s340) is investigated to the problem involved by evaluation information of the destination object of user feedback；Working as in user
Front feedback insincere when, directly the problem involved by evaluation information of the destination object of user feedback is investigated (step
Rapid s350).So that user credit data and user's history feedback data are associated with feedback verification message, have
Help reduce the behaviors such as malice feedback so that invalid data greatly reduces, this throws for improving user feedback message
The accuracy put is advantageously.
In the present embodiment, the problem involved by evaluation information of the destination object of user feedback is investigated, to determine
Whether it is true.For example, electric business platform, after obtaining customer complaint feedback merchandise news, will feed back to customer complaint
Commodity are investigated, to determine whether customer complaint feedback is effective.It should be noted that the mesh to user feedback
The step that the problem involved by evaluation information of mark object is investigated can ask (step in the user feedback of receive user
Rapid s310) after can start, and need not be after execution step s310～step s330, here does not launch explanation.
Referring to Fig. 4, illustrate involved by the evaluation information to the destination object of user feedback of another embodiment of the application
The flow chart that problem is investigated.As shown in figure 4, asking to involved by the evaluation information of the destination object of user feedback
Inscribe the detailed process investigated to include: in the evaluation information of the destination object examining user feedback, whether be related to problem
True (step 410), generates user's current feedback effectiveness message (step 420) afterwards if it may be assumed that true, use
Family current feedback effectiveness message characterizes effectively (as represented) with " 1 "；If not true, user's current feedback is effective
Property message be characterized as invalid (as represent with " 0 ").
Above-mentioned user's current feedback effectiveness message can be sent in disparate modules and carry out respective handling.Specifically,
According to this user's current feedback effectiveness message it may be determined that the destination object to user feedback is (as user throws
Tell feedback commodity and its businessman) carry out punishing, maintain change show user feedback the evaluation information of destination object,
Update user's history feedback data and/or adjustment user credit data.For example, when user feedback effectiveness message table
When levying effective, notify customer complaint is fed back with commodity and its businessman carries out punishing, notifies to maintain and show that customer complaint is anti-
The information on commodity comment of feedback commodity；When user feedback effectiveness message characterizes invalid, notify to change and show that user throws
Tell the information on commodity comment of feedback commodity, notify to update user's history complaint and feedback data and notify adjustment user
Credit data.
So, the present embodiment is by using family credit data and user's history feedback data and business's field feedback phase
Association, can efficiently reduce malice and the behavior such as evaluate, and this is accurate to improve that user throws in destination object message
Property is advantageously.
Above the method for the process user feedback shown in step 310～step 350 is set forth.May be appreciated
It is, for a large amount of rubbish complaint and feedbacks that may be present, can first to verify whether user has before step 310
Submit the authority of user feedback request to, if if, continue executing with subsequent step 310～step 350；Otherwise, then
Do not execute these steps 310～step 350；Service platform so can be avoided to sink into process useless rubbish complaint and feedback
Data, thus improves platform processes efficiency.
Above the method (hereinafter referred to as method) processing field feedback is described in detail.Here basis
On, the application also correspondingly provides the device (hereinafter referred to as device) processing field feedback, below carries out in detail
Thin description.
Conveniently, such as it is described part not to the utmost in the present embodiment device, refer to retouching of method part above
State content；Similarly, preceding method partly in such as relating to device structure it is also possible to introduction description below in
Hold.
Referring to Fig. 5, the system architecture of the device of process field feedback of the application one embodiment is shown.Corresponding
In the method and step of aforementioned processing field feedback, the application provides the device 500 processing field feedback,
Its specific system architecture is: includes feedback information acquiring unit 510, associated data acquiring unit 520, credibility
Anticipation unit 530, feedback information display unit 540 and feedback information verify unit 550, wherein: feedback information obtains
Take unit 510 receive user feedback request, user feedback request carries the evaluation information of the destination object of user feedback；
Associated data acquiring unit 520 inquires about user credit data and the user's history feedback data of user, obtains user's letter
With and historical feedback data query result；Credibility anticipation unit 530 is according to the user credit obtaining and historical feedback
Data query result, whether the current feedback of anticipation user is credible；Feedback information display unit 540 working as in user
Front feedback credible when, show user feedback destination object evaluation information；Feedback information verify unit 550 to
The problem involved by the evaluation information of destination object of family feedback is investigated.It is understood that above-mentioned functions unit
Both can be software unit or hardware cell, specifically can select according to actual needs.
Process the system architecture of the device of field feedback according to Fig. 5, the application proposes to process user feedback
The entity structure of the device of information, is described in detail below.
Referring to Fig. 6, the device of the process field feedback of the application one embodiment is shown.This device 600 is by user
End 610, feedback display module 620, feedback management module 630, credit management module 640 and feedback verify module 650
Form Deng part, below each several part illustrated:
Credit management module 640, can extract the relevant user credit data in the service platforms such as electric business transaction system,
And these user credit data of storage and management, and these user credit data can be currently anti-as evaluation user
The important evidence of feedback credibility.More preferably, this credit management module 450 can with other platforms (as bank) even
Connect, so can more fully extract user credit data, thus advantageously ensure that the current feedback credibility of user is commented
Valency is more objective.
User side 610 can have several, and they can be the various client such as pc, mobile phone, panel computer.This
A little user sides 610 can be used for sending the user feedback request of user, and this user feedback request carries the mesh of user feedback
The evaluation information of mark object, wherein generally include user destination object is defined, problem description and the content such as evidence (such as
Goods links, problem description and proof picture etc.) to examine the verity of the current feedback of report user.
Feedback management module 630, the user feedback request that can be sent with receive user end 610, obtain user credit number
According to and user's history feedback data, and according to these user credit data and user's history feedback data come anticipation user
Current feedback whether credible, can notify when the current feedback of user is credible feedback display module 620 show user
The evaluation information of the destination object of feedback.Herein, feedback management module 630 is with user credit data and user's history
Feedback data includes credit rating, user evaluating the current feedback credibility of user, user credit data therein
Historical feedback data includes invalid feedback rates, and therefore this feedback management module 630 is high credit in user credit data
Grading (whether the credit rating of user credit data reaches predetermined level), and user's history feedback data is low nothing
Effect feedback rates (whether the invalid feedback rates of user's history feedback data are less than predetermined threshold value) or user's history feedback coefficient
According to during no record, the current feedback of evaluation user is credible, you can reliability meets requirement；Otherwise evaluation user's is current
Feedback is insincere, you can reliability is unsatisfactory for requiring.Feedback management module 630 to evaluate user's in this way
Whether current feedback credibility meets condition, and notifies feedback display module 620 accordingly by the target pair of user feedback
The evaluation information of elephant is shown, and advantageously ensures that the objectivity of information on commodity comment.Additionally, this feedback management mould
Block 630 can verify whether user has the authority submitting user feedback request in advance, if if, just receive above-mentioned
User feedback is asked, and so can reduce the data processing amount of rubbish complaint and feedback.
Feedback display module 620, when the current feedback that feedback management module 630 notifies user is credible, can show
The evaluation information of the destination object of user feedback.Specific exhibition method can be to filter the target pair of user feedback
The evaluation information of elephant, extracts the key item content of the evaluation information of destination object of user feedback and is shown；With
When, the negative information of the destination object (as commodity are fed back in customer complaint) of user feedback can also be added, such as
" commodity are complained " or similar term are warned, to prevent user benefit impaired.
Feedback verifies module 650, whether is related to problem in the evaluation information for the destination object examining user feedback
True, and generate user's current feedback effectiveness message.This user's current feedback effectiveness message is sent to different moulds
Processed in block, particularly as follows: by feedback verify module 650 to determine whether to customer complaint feed back commodity and its
Businessman is punished；To maintain the evaluation letter changing the destination object showing user feedback by feedback display module 620
Breath；Can be used for updating user's history feedback data by feedback management module 630；To be adjusted by credit management module 640
Whole user credit data.So, feedback display module 620, feedback management module 630, credit management module 640
And feedback verification module 650 constitutes a closed loop system so that relevant data processing is more accurate and effective.
In the device of this process user feedback, user is evaluated according to user credit data and user's history feedback data
Current feedback credibility, and meet impose a condition when show user feedback destination object evaluation information, make
Obtain user and larger improvement is able to target object information push promptness, effectiveness.Further, user is believed
It is associated with commodity monitoring information with data and user's history feedback data, contribute to reducing malice evaluation, improve and use
The accuracy that family is thrown in destination object message.
Hereinafter an application example of the application is illustrated.This application example combines user credit system and commodity
Feedback system constructs a closed loop system evaluated with credit, can efficiently solve two problems: avoid malice to throw
Tell and increase the consumption right to know of user, each at present big electric business platform is not also directed to the preferable of these problems
Solution, is illustrated further.
Referring to Fig. 7～Fig. 8, an application example of the application is shown, it includes the content of two links, wherein:
Fig. 7 feeds back the schematic diagram of commodity problem link for customer complaint；Fig. 8 is that complaint and feedback commodity problem investigates showing of link
It is intended to.
As shown in Fig. 7～Fig. 8, this application example passes through, with reference to commodity feedback record and user credit data, to form one
Individual closed loop system, can be prevented effectively from malicious complaint, increase the consumption right to know of user, it is to avoid user benefit repeats
Impaired.Specifically, this application example is related to following two aspect main contents:
First, customer complaint feedback commodity problem link.Feedback management module is judged whether based on user credit data
Need to make synchronized update to merchandise display.The implication of synchronized update herein is: in the commodity of feedback display module
Show that page increases an information, remind other this commodity of user problems that may be present had a mind to and buy in time.
The accuracy that message is thrown in be ensure that using the method for merchandise display page prompting message, improves the right to know of user,
Be prevented effectively from user repeat aggrieved.
Second, complaint and feedback commodity problem investigation link.Feedback is verified module and (be may include the commodity monitoring people under line
Member) for the problem investigation of customer complaint feedback after, corresponding adjustment is made to commodity, businessman and user grading；And
And, feedback record is linked up with user credit, thus being effectively prevented from malice evaluation behavior.
Referring to Fig. 7～Fig. 7, the idiographic flow of this application example is as follows:
1st, user submits problematic goods links, problem description to feedback management module and proves picture.
2nd, feedback management module prejudges this commodity with reference to the history complaint and feedback record of this user and credit rating
The credibility of problem,
(1) if low credit rating user, no matter its history complaint and feedback record percent of pass (inefficiency) is such as
What, be directly entered commodity monitoring link, notify related personnel that commodity problem is investigated；
(2) if the user of high credit appraisal, but this user possesses multiple invalidation history complaint and feedback record,
Then it is directly entered commodity monitoring link, notify the commodity problem that related personnel is related to customer complaint feedback commodity to carry out
Investigation；
(3) if the user of high credit appraisal, and this user no history complaint and feedback record or its history are thrown
Tell that feedback possesses high pass rate, then, in addition to notifying feedback and verifying module investigation commodity problem, need to notify feedback exhibition
Show that module makes renewal, " current commodity is fed back not to be inconsistent with description, at present to point out to have a mind to buy the user of this commodity
Investigating in this problem, please buy after user's consideration " or similar message.During commercial investigation, this prompting
Information should exist always.
3rd, according to the evidence that user submits to, feedback verification module (or commercial investigation personnel under line) judges that this commodity is asked
Whether topic is true,
(1) if true, corresponding punishment is made according to corporate department strategy to this commodity and businessman；
(2) if not true, judge whether to need to turn down this user according to the result fact by notifying credit personnel
Credit rating.And, the complaint and feedback of low credit customer will no longer affect the normal presentation of commodity.Thus shape
Become a complete closed loop system, not only constrained businessman's behavior, also ensured that user knows the inside story to commodity problem
Power, additionally effectively constrains the malice of user to evaluate behavior.
Above-mentioned application example passes through with reference to user credit system and commodity feedback system, not only constrains the evaluation of user
Behavior, also allows evaluation possess higher public credibility.In addition, once identifying high believable commodity problem, Jiu Huitong
Know that feedback display module makes corresponding renewal, so that timely remind other users, improve user's right to know, it is to avoid weight
Multiple complaint.Different, existing user evaluation is then very subjective, does not possess public credibility, and cannot
The user that other has a mind to buy this commodity is allowed to recognize the problem that commodity have existed in time.It is indicated above that for sea
Amount electric quotient data, this application example more can efficiently identify commodity problem.
Although the application is open as above with preferred embodiment, it is not for limiting the application, any this area
Technical staff, without departing from spirit and scope, can make possible variation and modification, therefore originally
The protection domain of application should be defined by the scope that the application claim is defined.
In a typical configuration, computing device includes one or more processing modules (cpu), input and output
Interface, network interface and internal memory.
Internal memory potentially includes the non-permanent memory module in computer-readable medium, random access memory module
(ram) and/or the form such as Nonvolatile memory, such as read-only memory module (rom) or flash memory (flash ram).
Internal memory is the example of computer-readable medium.
1st, computer-readable medium include permanent and non-permanent, removable and non-removable media can by appoint
What module or technology are realizing information Store.Information can be computer-readable instruction, data structure, program
Module or other data.The example of the storage medium of computer includes, but are not limited to phase transition internal memory (pram), quiet
State random access memory module (sram), dynamic random access memory module (dram), other kinds of with
Machine access memory module (ram), read-only memory module (rom), the read-only memory module of electrically erasable
(eeprom), fast flash memory bank or other memory techniques, read-only optical disc read-only memory module (cd～rom),
Digital versatile disc (dvd) or other optical storage, magnetic cassette tape, the storage of tape magnetic rigid disk or other magnetic
Property storage device or any other non-transmission medium, can be used for storing the information that can be accessed by a computing device.According to
Herein defines, and computer-readable medium does not include non-temporary computer readable media (transitory media), such as
The data signal of modulation and carrier wave.
2 it will be understood by those skilled in the art that embodiments herein can be provided as module, module or computer journey
Sequence product.Therefore, the application using complete hardware embodiment, complete software embodiment or can combine software and hard
The form of the embodiment of part aspect.And, the application can using one or more wherein include computer can
Computer-usable storage medium (including but not limited to disk resident storage drive, cd～rom, light with program code
Learn memory module etc.) form of the upper computer program implemented.
Claims (16)
1. a kind of method processing field feedback is it is characterised in that include:
Receive user feedback request, described user feedback request carries the evaluation information of the destination object of user feedback；
Inquire about user credit data and the user's history feedback data of described user, obtain user credit and historical feedback
Data query result；
According to the described user credit obtaining and historical feedback data query result, whether the current feedback of anticipation user
Credible；
When the current feedback of user is credible, show the evaluation information of the destination object of user feedback.
2. the method for claim 1 is it is characterised in that the evaluation of the destination object of described user feedback is believed
Breath includes destination object define, problem describe and evidence；Described user credit data includes credit rating, described use
Family historical feedback data includes invalid feedback rates.
3. method as claimed in claim 2 is it is characterised in that whether the current feedback of described anticipation user is credible
Step, comprising: reach predetermined level in the credit rating of user credit data, and user's history feedback data
When invalid feedback rates are less than predetermined threshold value or user's history feedback data no record, the current feedback of anticipation user can
Letter.
4. method as claimed in claim 2 is it is characterised in that the commenting of the destination object of described displaying user feedback
The step of valency information, comprising:
Filter the evaluation information of the destination object of user feedback, to extract the evaluation information of the destination object of user feedback
Key item content；
Show the key item content of the evaluation information of destination object of user feedback.
5. method as claimed in claim 4 is it is characterised in that the commenting of the destination object of described displaying user feedback
The step of valency information, comprising: add the negative information that the destination object of user feedback is evaluated.
6. the method as described in claim 1 it is characterised in that described receive user feedback request step it
Afterwards, comprising: the problem involved by evaluation information of the destination object of user feedback is investigated.
7. method as claimed in claim 6 is it is characterised in that the evaluation of the described destination object to user feedback
The step that problem involved by information is investigated, comprising:
Involved by the evaluation information of the destination object examining user feedback, whether problem is true；
Generate user's current feedback effectiveness message.
8. method as claimed in claim 7 is it is characterised in that described user's current feedback effectiveness message is used for
Determine whether that the destination object to user feedback carries out punishing, maintains commenting of the destination object changing displaying user feedback
Valency information, renewal user's history feedback data and/or adjustment user credit data.
9. the method for claim 1 is it is characterised in that before the step of described receive user feedback request,
Including:
Whether checking user has the authority submitting user feedback request to；
When user has the authority submitting user feedback request to, continue executing with subsequent step.
10. a kind of device processing field feedback is it is characterised in that include credit management module, feedback pipe
Reason module and feedback display module, wherein:
Described credit management module can be used for storing and manage user credit data；
Described feedback management module can be used for the user feedback request of receive user, and this user feedback request carries user
The evaluation information of the destination object of feedback；Inquiry user credit data and user's history feedback data, obtain user's letter
With and historical feedback data query result；And according to user credit and historical feedback data query result, carry out anticipation and use
Whether the current feedback at family is credible；
Described feedback display module can be used for showing the evaluation of the destination object of user feedback when feedback problem is credible
Information.
11. devices as claimed in claim 10 are it is characterised in that the evaluation of the destination object of described user feedback
Information include destination object define, problem description and evidence；Described user credit data includes credit rating, described
User's history feedback data includes invalid feedback rates.
12. devices as claimed in claim 11 are it is characterised in that described feedback management module can be used in user
The credit rating of credit data reaches predetermined level, and the invalid feedback of the invalid feedback rates of user's history feedback data
When rate is less than predetermined threshold value or user's history feedback data no record, the current feedback of anticipation user is credible.
13. devices as claimed in claim 10 are it is characterised in that described feedback display module can be used for displaying and carries
The key item content of the evaluation information of the destination object of the user feedback taking.
14. devices as claimed in claim 13 are it is characterised in that described feedback display module can be used for adding use
The negative information that the destination object of family feedback is evaluated.
15. devices as described in claim 10 verify module, described feedback it is characterised in that including feedback
Whether the problem involved by evaluation information that verification module can be used for examining the destination object of user feedback is true；And,
Generate user's current feedback effectiveness message.
16. devices as claimed in claim 15 are it is characterised in that described feedback verification module can be used for according to institute
State user's current feedback effectiveness message to determine whether the destination object of user feedback is punished；Described feedback
Display module can be used for maintaining, according to described user's current feedback effectiveness message, the mesh changing displaying user feedback
The evaluation information of mark object；Described feedback management module can be used for according to described user's current feedback effectiveness message Lai
Update user's history feedback data；And/or, described credit management module can be used for according to described user's current feedback
Effectiveness message is adjusting user credit data.
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