CN103279871A - After-sales service application method and system - Google Patents
After-sales service application method and system Download PDFInfo
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- CN103279871A CN103279871A CN2013102227744A CN201310222774A CN103279871A CN 103279871 A CN103279871 A CN 103279871A CN 2013102227744 A CN2013102227744 A CN 2013102227744A CN 201310222774 A CN201310222774 A CN 201310222774A CN 103279871 A CN103279871 A CN 103279871A
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Abstract
The invention discloses an after-sales service application method. The after-sales service application method comprises the following steps that 1, a user uses user information to log into an after-sales service application system through a client, a transaction order is found out by the system from an order transaction base through the user information, and commodities with the after-sales service needing applying for are positioned by the user from the transaction order; 2, the user describes the current situation of the commodities through the client, takes photos of the commodities, and uploads the current situation information of the commodities and current commodity situation pictures acquired through photographing to the system; 3, characteristic parameters of the commodities are extracted by the system from the current situation information of the commodities, and prestored prototype characteristic parameters of the commodities are extracted from a commodity gene pool; 4, the characteristic parameters of the commodities are compared with the prototype characteristic parameters of the commodities by the system, and compared difference information is saved; 5, an after-sales service application form is generated by the system according to the user information, the commodity information and the difference information. The after-sales service application method and the after-sales service application system can shorten the time of the user for applying for after-sales services, in particular to the time for applying for after-sales services of commodities with obvious appearance damages.
Description
Technical field
The present invention relates to the e-commerce technology field, more specifically, relate to a kind of after sale service application method and system thereof.
Background technology
Along with the internet penetrates into the every aspect of daily life, it is more and more general to do shopping by network, and the businessman of traditional management mode has also carried out electric quotient module formula.The user requires after sale service to the commodity of buying are dissatisfied after the e-commerce system shopping, just need provide the current information of commodity to describe, and also need provide the damaged photo of commodity to prove in case of necessity.
But, having many consumers and think that the examining report that provides businessman to need is time-consuming, the after sale service application of submission does not have examining report, causes the after sale service application to last long even may surpass the maintenance interval.Examining report is perhaps arranged but do not have caption, but businessman is when receiving user's the return of goods that the descriptive labelling in the examining report that commodity actual conditions and user submit to is inconsistent, it is long to cause serving handling time, the user satisfaction reduction.
Summary of the invention
The technical problem to be solved in the present invention is to shorten the time of user applies commodity after sale service, particularly at the commodity of tangible cosmetic damage.
To this, the invention provides a kind of after sale service application method, comprising:
Step 1: the user uses user profile login after sale service application system by client, and this after sale service application system finds trading order form by user profile from the order transaction storehouse, and the user orients the commodity that will apply for after sale service from trading order form;
Step 2: the user uses client that the commodity present situation is described, and takes pictures, and the commodity present situation image uploading that commodity presence information and taking pictures is obtained is to described after sale service application system.
Step 3: described after sale service application system extracts commodity present characteristics parameter from described commodity presence information, extracts the prototype feature parameter of these commodity that prestore in the product gene pool of going into business;
Step 4: described after sale service application system is commodity characteristic parameter and commodity prototype feature parameter relatively, the different information after the preservation relatively; And
Step 5: described commodity after sale service application system generates the after sale service request slip according to user profile, merchandise news, described different information.
The present invention also provides a kind of after sale service application system, comprising:
Information collecting device, this information collecting device comprises:
Voice collecting unit, this voice collecting unit are used for recorded speech information and describe the present situation of these commodity to form commodity present situation voice messaging;
Image acquisition units, this image acquisition units are used for commodity are taken pictures to obtain commodity present situation image; And
Acquisition controller, this acquisition controller are used for commodity present situation voice messaging and commodity present situation image uploading to described after sale service application system; And
The application resolver, this application resolver comprises:
The customer information adaptation, this customer information adaptation finds trading order form according to user profile from the order transaction storehouse, and feeds back to described acquisition controller;
Commodity application resolver, this commodity application resolver is configured to:
Commodity present situation voice messaging is converted to commodity present situation Word message;
From described commodity presence information, extract commodity present characteristics parameter, extract the prototype feature parameter of these commodity that prestore in the product gene pool of going into business;
Compare commodity characteristic parameter and commodity prototype feature parameter, the different information after the preservation relatively;
The application performance element, described application performance element generates the after sale service request slip according to user profile, merchandise news, described different information,
Wherein, described acquisition controller also is configured to orient the commodity that will apply for after sale service for the user from trading order form.
Method and system of the present invention is suitable for the sight of following after sale service:
1, the after sale service application that needs the client to provide examining report can't be known client's condition of merchandise the very first time.
2, audit lasts length after sale, and the request slip of audit great efforts, is mainly reflected in 3C class commodity.
3, the client need import the descriptive labelling of large amount of complex, the application of voucher picture.
System of the present invention can fast submit to after sale service single automatically, and real-time is higher, and customer service can solve the problem after sale of commodity the very first time for the client.
Description of drawings
Fig. 1 is the process flow diagram of method of the present invention;
Fig. 2 is the structural drawing of system of the present invention.
Embodiment
As shown in Figure 1, after sale service application method of the present invention is:
Step 1: the user uses user profile login after sale service application system by client, and this system finds trading order form by user profile from the order transaction storehouse, and the user orients the commodity that will apply for after sale service from trading order form.
Wherein, described user profile is preferably subscriber phone number.Client can be user mobile phone, computer etc.When the user uses mobile phone as client, and mobile phone has the GPS function and when opening, user's card number, address information upload to the after sale service application system simultaneously.The trading order form of location, user profile are used for the after sale service request slip that will generate future in step 1.Address information can be obtained automatically by user's gps signal (if there is), also can obtain from this trading order form, also can the user upload when login system.
In another situation, when described user profile is not subscriber phone number, but for example be user name.This sight is that user's first has been bought this commodity, but is that Shipping Information is the address of second for the second payment.Apply for the second that is of after sale service so, second can utilize the user name of first to login described system.Therefore order is inquired about by the user name of first by described system, locatees commodity by second.No matter phone number, address, user name all belong to user profile, can be used for finding out order from the order storehouse, orient commodity (order may comprise the commodity of a plurality of purchases) from order.
Advantageously, the process of logging in system by user can also comprise the process of the user being carried out authentication.The method of authentication has a lot, is not described in detail at this.
Advantageously, the user profile of logging in system by user through encrypting, has guaranteed that user profile is not revealed in client.Correspondingly, described commodity after sale service application system is decrypted after receiving user profile.
Advantageously, the COS that described user's selection will be applied for, described COS comprises the return of goods, exchanges goods, keeps in repair.Described commodity after sale service application system is behind these commodity of location, from judging according to the information of this trading order form whether these commodity satisfy the service request condition.For example commodity may pass through the guarantee period, can not apply for maintenance again.Perhaps spent the return of goods phase, can only change.Perhaps spend the phase of exchanging goods, can only apply for maintenance.
Step 2: the user uses client that the commodity present situation is described, and takes pictures, and commodity presence information and commodity present situation image are uploaded to described system.
The present situation of commodity mainly comprises flaw or damages position, damaged condition etc.
More advantageously, the user uses the client recording voice messaging to describe the present situation of these commodity, and commodity present situation voice messaging is uploaded to described system as the commodity presence information.Allow user's recorded speech information be to describe the time in order to shorten the user, because the user who has typewrites slowly, and when using mobile phone as client, cellphone inputting method is not intelligent to cause the literal input slow.
More advantageously, in order to improve the user to the take pictures accuracy of position of commodity, described after sale service application system is after commodity are positioned, search commodity gene pool (the commodity gene pool has been stored the outward appearance key characterization parameter of commodity) according to merchandise news, therefrom extract the characteristic parameter of these commodity, send to the user.The user can with reference to this characteristic parameter to commodity take pictures, literal or voice describe.
Advantageously, described after sale service application system is stored described commodity present situation voice messaging and is converted into Word message, form commodity present situation Word message, it is to be repeated in this description in order to need not the client that commodity present situation voice messaging is converted to Word message, and this literal information will be used for the last after sale service request slip that forms.
More advantageously, after described commodity present situation voice messaging is converted to Word message, feed back to the user, the user can be to its additions and deletions, and the system of being uploaded to forms described commodity present situation Word message.
Step 3: described after sale service application system extracts commodity present characteristics parameter from described commodity presence information, extracts the prototype feature parameter of these commodity that prestore in the product gene pool of going into business.
We know that every class commodity have its key feature information.For the feature hierarchy of commodity, can adopt " general evil spirit " model of cognition principle of B. Sai Erfuliji to carry out the division of commodity level.
At first, stored characteristic parameter and the prototype figure of each commodity in the commodity gene pool, commodity are preserved the complete image prototypical information of commodity earlier when the buying warehouse-in.
In addition, for dissimilar commodity, purposes is for distinguishing first level of commodity, and for the commodity of same type, appearance profile is the principal character of distinguishing, the particularly information at details place.For example for these class commodity of notebook computer, screen size, keyboard position, frame slyness degree etc. are the key feature information of describing different notebook computers.In general, the quantity of information maximum in the place of the image outline curvature maximum of commodity or contour direction flip-flop.Commodity carry out feature according to level to be divided, and obtains the prototype feature parameter of commodity.
For daily class, level is divided into:
Purposes (different daily necessitiess: toothpaste, shampoo, gel cream, hair comb, soap etc.);
The brand outward appearance (same daily necessities: the shampoo outward appearance of particular brand, VS Sassoon for example, Head﹠Shoulders, the Chhnang, health king has notable difference on packaging external appearance);
For the clothes, shoes and hats class, level is divided into:
Three marks (price mark, washing mark, principal mark (size)),
Anti-counterfeiting mark (anti-counterfeiting technology of different brands is inconsistent, can differentiate out whether this brand is counterfeit).
Therefore, the commodity characteristic parameter can be one group of parameter, for shampoo, can be classification, outward appearance, packing, effect etc.
In addition, if unfamiliar user, the commodity image that may take has been ignored the details of commodity, causes determining commodity damaged condition and position, can prolong the after sale service application time.Therefore, if provide the characteristic parameter of these commodity to the user, the prompting user takes pictures according to this parameter and voice are described, and can damage the location to commodity more quickly, accelerates treatment scheme.
Step 4: described after sale service application system is commodity characteristic parameter and commodity prototype feature parameter relatively, the different information after the preservation relatively.
Advantageously, described commodity after sale service application system is gone into business and is extracted the prototype figure of these commodity in the product gene pool, and described commodity present situation image is compared with this prototype figure, the different information after preserving relatively.
Advantageously, can also extract the commodity problem characteristic according to this commodity present situation Word message, be saved in the commodity gene pool.
For these characteristic parameters, can adopt following method to compare:
Conscious pairing comparision: the feature that commodity itself are had compares, and each characteristic parameter of formation is formed the classification contrast, and this classification contrast for quantizing wherein has part to utilize the mark post counter point to carry out.Following table is the result of the contrast of commodity:
| Goods number | 206767 |
| Trade name | VS Sassoon is full of to roll up polishs shampoo 400ML |
| Brand | VS Sassoon |
| Classification | Shampoo |
| Outward appearance | Slight distortion, leakage |
| Packing | Badly broken |
| Effect | Clearly anti-dandruff |
| Client's subjective judgement | Anti-dandruff DeGrain; It is more to wash dandruff |
In addition, when extracting feature, can set preferred contrast characteristic, leakage in the category of for example living, shell distortion etc. is preferential contrast characteristic.
Conclude pairing comparision: contrast the parts of equal feature, the difference results that produces is comprehensively summarized.
Conclude contrast, mainly be based on wherein Several Parameters and conclude: 1, the conscious comparing result of client's feedback; 2, the transaction of commodity statistics; 3, supplier's market feedback situation.
For example possess equal characteristic condition because of the commodity with category, therefore the difference results of this category comprehensively can be summarized.For example conclude comparing result such as following table:
Divide according to the product class hierarchy then, also can divide according to the brand level.
Excellent order pairing comparision: reduced parameter is arranged weight, compare according to the size of weight.
Form a comparing result by said method contrast back, this result has mainly embodied:
1, different commodity classifications are divided level characteristics (critical component: color is inconsistent, identifies inconsistently, and due parts do not have etc.).
2, the similar commodity of different clients' submissions, similar feature after sale (as the outward appearance breakage, leakage, the red point of screen).
The weight of corresponding similar commodity can be set according to customer demand, judge the after sale service weight of these commodity.For example: for the product of shampoo class, its " packing " feature should have big weight, otherwise the client can't use (as leakage).For the clothes class, the weight of its " packing " feature should reduce to some extent, and the client worries use (inconsistent as clothes size color, unit type is inconsistent).For " effect " feature, it uses corresponding to the client has problem (as commodity parts disappearance), and its weight further reduces.
In addition, in the difference application feedback of submitting to by different clients because of this system, after the client proofreaies and correct comparatively accurately, can this comparing result of self-machine learning, make this comparing result be tending towards perfect.This machine learning mainly is inductive learning, inductive learning is can be automatically by the after sale service application of audit in order to judge, and the audit condition generally can be by realizing with problem probability (statistical nature parameter), weight in conjunction with client's subjective feedback, commodity.By this method, after a large amount of clients feeds back these commodity the generation of certain similar problem is arranged, through after the above control methods, according to the weight that arranges, singly can examine automatically the after sale service of submitting to, the client need not to wait for the manual examination and verification process.
Advantageously, described after sale service application system is the system of a self-teaching, after after a while, stored the various problems feature of such commodity in the described commodity gene pool, the product gene pool of can going into business of after sale service application system so extracts the problem list of such commodity, the user can therefrom select the problem types of these commodity, is uploaded to the after sale service application system, thereby provides reference for the contingent problem of commodity.
Step 5: described commodity after sale service application system generates the after sale service request slip according to user profile, merchandise news, described different information.
Advantageously, described commodity after sale service application system generates the after sale service request slip according to user profile, merchandise news, commodity present situation Word message, described image difference information.
Advantageously, described after sale service request slip is through overcompression, to save storage space and transfer efficiency (being transferred at needs under user's the situation).
Advantageously, described after sale service request slip is through encrypting, to guarantee privacy of user.
The present invention also provides a kind of commodity after sale service application system.An embodiment as shown in Figure 2, described system comprises: information collecting device and application resolver.Communicate by internet (comprising mobile Internet) between information collecting device and the application resolver.Described information collecting device comprises acquisition controller, image acquisition units, voice collecting unit and literal collecting unit.The application resolver comprises merchandise news resolver, customer information adaptation, application performance element.Described system also comprises the commodity gene pool that stores these commodity of statement, and the order transaction storehouse that stores customer transaction information.
At first, the literal collecting unit is gathered user's user profile, transfers to the customer information adaptation by acquisition controller.This customer information adaptation finds trading order form from the order transaction storehouse, the user orients the commodity that will apply for after sale service from trading order form.
Wherein, described user profile is preferably subscriber phone number.Client can be user mobile phone, computer etc.When the user uses mobile phone as client, and mobile phone has the GPS function and when opening, user's card number, address information upload to the customer information adaptation simultaneously.The trading order form of aforementioned location, user profile, address information are used for the after sale service request slip that will generate future.Address information can be obtained automatically by user's gps signal (if there is), also can obtain from this trading order form, also can the user upload by the literal collecting unit.
In another situation, when described user profile is not subscriber phone number, when for example being user name.This situation is, user's first has been bought this commodity, but is on behalf of payment, and Shipping Information is the address of another people's second.What apply for after sale service is second, but second there is no the cell-phone number of first, and second can utilize the user name of first to login described system so.Therefore order is inquired about by the user name of first by described system, locatees commodity by second.No matter phone number, address, user name all belong to user profile, can be used for finding out order from the order storehouse, orient commodity (order may comprise the commodity of a plurality of purchases) from order.
The process that is connected to the customer information adaptation at information collecting device can also comprise the process of authentication.The method of authentication has a lot, is not described in detail at this.
Advantageously, information collecting device also comprises encryption/decryption element, and correspondingly, the application resolver also comprises encryption/decryption element, and the communication between information collecting device and the application resolver has guaranteed that through encrypting user profile is not revealed.
Advantageously, the COS that user's selection will be applied for, described COS comprises the return of goods, exchanges goods, keeps in repair.Described customer information adaptation is behind these commodity of location, from judging according to the information of this trading order form whether these commodity satisfy the service request condition.For example commodity may pass through the guarantee period, can not apply for maintenance again.Perhaps spent the return of goods phase, can only change.Perhaps spend the phase of exchanging goods, can only apply for maintenance.
The literal collecting unit is used for for user's typing commodity presence information.Image acquisition units is treated the commodity of application and is taken pictures to describe this exterior of commodity, and commodity present situation voice messaging is gathered in the voice collecting unit, mainly comprises flaw or damages position, damaged condition etc.Commodity present situation image and the commodity present situation voice messaging that forms of taking pictures is transferred to described merchandise news resolver.
Wherein, recorded speech information is to describe the time in order to shorten the user, because the user who has typewrites slowly, and when using mobile phone as client, cellphone inputting method is not intelligent to cause the literal input slow.It is convenient that the employing voice mode carries out the commodity problem description.
More advantageously, in order to improve image acquisition units to the take pictures accuracy of position of commodity, described customer information adaptation is transferred to merchandise news with merchandise news and resolves the storehouse after commodity are positioned.Merchandise news is resolved the storehouse and is searched the commodity gene pool according to this merchandise news, therefrom extracts the characteristic parameter of these commodity, sends to acquisition controller.Acquisition controller is shown to this characteristic parameter of user, and the user can come according to the prompting of this characteristic parameter commodity are taken pictures and the voice description.Described commodity gene pool has been stored the outward appearance key characterization parameter of commodity.Wherein the forming process of commodity gene pool is described in the above, does not repeat them here.
Described merchandise news resolver is stored described commodity present situation voice messaging and is converted into Word message, forms commodity present situation Word message, and extracts the commodity problem characteristic according to this commodity present situation Word message, is saved in the commodity gene pool.
It is to be repeated in this description in order to need not the client that commodity present situation voice messaging is converted to Word message, and this literal information can be used for the last after sale service request slip that forms.
More advantageously, after described commodity present situation voice messaging is converted to Word message, feed back to the user, the user can be by the literal collecting unit to its additions and deletions, and are uploaded to the merchandise news resolver and form described commodity present situation Word message.
Advantageously, described commodity gene pool is the database of a self-teaching, after after a while, stored the various problems feature of such commodity in the described commodity gene pool, the merchandise news resolver product gene pool of can going into business extracts the problem list of such commodity so, the user can therefrom select the problem types of these commodity, so more saves time and improves accuracy.
Described after sale service application system extracts the commodity characteristic parameter from described commodity presence information, extract the prototype feature parameter of these commodity that prestore in the product gene pool of going into business.The merchandise news resolver is commodity characteristic parameter and commodity prototype feature parameter relatively, the different information after the preservation relatively, and comparative approach is as above about method content description part of the present invention.
Described application resolver also comprises the application performance element.Described merchandise news resolver transfers to the application performance element with user profile, merchandise news, commodity present situation Word message, described image difference information, and this application performance element generates the after sale service request slip.
Advantageously, the application performance element compresses described after sale service request slip, to save storage space and transfer efficiency (being transferred at needs under user's the situation).
Advantageously, the application performance element is encrypted described after sale service request slip, to guarantee privacy of user.
Method and system of the present invention has passed through close beta, and test environment is customer end adopted mobile phone (Android version), and the rough estimates result is as follows: client's after sale service application fill in the time shortened in 1 minute by original 5 minutes.The audit time of after sale service request slip is originally lasted 8 days and is shortened in 4 days by original.
Claims (11)
1. an after sale service application method is characterized in that, comprising:
Step 1: the user uses user profile login after sale service application system by client, and this after sale service application system finds trading order form by user profile from the order transaction storehouse, and the user orients the commodity that will apply for after sale service from trading order form;
Step 2: the user uses client that the commodity present situation is described, and takes pictures, and the commodity present situation image uploading that commodity presence information and taking pictures is obtained is to described after sale service application system.
Step 3: described after sale service application system extracts commodity present characteristics parameter from described commodity presence information, extracts the prototype feature parameter of these commodity that prestore in the product gene pool of going into business;
Step 4: described after sale service application system is commodity characteristic parameter and commodity prototype feature parameter relatively, the different information after the preservation relatively; And
Step 5: described commodity after sale service application system generates the after sale service request slip according to user profile, merchandise news, described different information.
2. after sale service application method according to claim 1 is characterized in that, described step 4 also comprises: comparative feature parameter according to the priority of predefined characteristic parameter and from high to low.
3. after sale service application method according to claim 1 is characterized in that, also comprises step 6: when the difference of a certain commodity present characteristics parameter and commodity prototype feature parameter surpassed a threshold value, audit was by this after sale service request slip automatically.
4. after sale service application method according to claim 1 is characterized in that,
Described step 1 also comprises: described after sale service application system is searched the commodity gene pool after commodity are positioned, therefrom extract the characteristic parameter of these commodity, sends to the user;
Described step 2 also comprises: the user comes commodity are taken pictures with reference to described characteristic parameter.
5. after sale service application method according to claim 4 is characterized in that, described step 2 also comprises:
Step 2-1: the commodity present situation voice messaging by client recording is as the commodity presence information;
Step 2-2: described after sale service application system is stored described commodity present situation voice messaging and is converted into Word message, forms commodity present situation Word message.
6. after sale service application method according to claim 5 is characterized in that, described step 2 also comprises:
Step 2-3: described commodity present situation Word message is fed to the user;
Step 2-4: the user is uploaded to system to form final commodity present situation Word message after described commodity present situation Word message is revised.
7. an after sale service application system is characterized in that, comprising:
Information collecting device, this information collecting device comprises:
Voice collecting unit, this voice collecting unit are used for recorded speech information and describe the present situation of these commodity to form commodity present situation voice messaging;
Image acquisition units, this image acquisition units are used for commodity are taken pictures to obtain commodity present situation image; And
Acquisition controller, this acquisition controller are used for commodity present situation voice messaging and commodity present situation image uploading to described after sale service application system; And
The application resolver, this application resolver comprises:
The customer information adaptation, this customer information adaptation finds trading order form according to user profile from the order transaction storehouse, and feeds back to described acquisition controller;
Commodity application resolver, this commodity application resolver is configured to:
Commodity present situation voice messaging is converted to commodity present situation Word message;
From described commodity presence information, extract commodity present characteristics parameter, extract the prototype feature parameter of these commodity that prestore in the product gene pool of going into business;
Compare commodity characteristic parameter and commodity prototype feature parameter, the different information after the preservation relatively;
The application performance element, described application performance element generates the after sale service request slip according to user profile, merchandise news, described different information,
Wherein, described acquisition controller also is configured to orient the commodity that will apply for after sale service for the user from trading order form.
8. after sale service application system according to claim 7 is characterized in that, this commodity application resolver is configured to according to the priority of predefined characteristic parameter and comparative feature parameter from high to low.
9. after sale service application system according to claim 7, it is characterized in that, described application performance element is configured to when the difference of a certain commodity present characteristics parameter and commodity prototype feature parameter surpasses a threshold value, and audit is by this after sale service request slip automatically.
10. after sale service application system according to claim 7 is characterized in that,
Described customer information adaptation is configured to after commodity are positioned, and searches the commodity gene pool, therefrom extracts the characteristic parameter of these commodity, sends to the user;
Described acquisition controller is configured to come commodity are taken pictures with reference to described characteristic parameter for the user.
11. after sale service application system according to claim 10 is characterized in that,
This commodity application resolver is configured to described commodity present situation Word message is fed back to the user;
This acquisition controller is uploaded to system to form final commodity present situation Word message after being configured to supply the user that described commodity present situation Word message is revised.
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