CN111222896A - Customer complaint problem processing method, apparatus, device and storage medium - Google Patents
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Abstract
The invention provides a customer complaint problem processing method, a customer complaint problem processing device, customer complaint problem processing equipment and a storage medium, and relates to the technical field of instant messaging. According to the invention, the session ID and the session sentence corresponding to the user who has a session with the customer service staff are obtained, and the customer complaint grade and the customer complaint type corresponding to the session sentence are determined according to the preset rule, so that the complaint intention of the user can be prejudged according to the session sentence input by the user. When the number of the conversation sentences of which the customer complaint grades meet the preset requirements is larger than or equal to the preset threshold value in the conversation sentences corresponding to the conversation ID, alarm information is sent to business processing personnel according to the preset alarm strategy and the conversation information corresponding to the conversation ID, so that the business processing personnel can timely investigate and solve problems of the associated business system aiming at the customer complaint problems which occur at a short time and a high frequency, the flow period of a work order in the customer complaint problem processing process can be shortened, the processing efficiency of the customer complaint problems is improved, and the service experience of a user is further improved.
Description
Technical Field
The invention relates to the technical field of instant messaging, in particular to a customer complaint problem processing method, a customer complaint problem processing device, customer complaint problem processing equipment and a storage medium.
Background
With the increasing quality of life, the demand of people for products or services is also increasing, and users (such as consumers) often choose to feed back to suppliers in the face of various adverse situations or questions. For example, the customer may feed back relevant questions to customer service personnel through the customer complaint system of the supplier.
At present, the general way of dealing with customer complaints is: when the customer service staff feeds back the problems to the customer service staff through the customer complaint system, the customer service staff can establish corresponding work orders according to different customer complaints, then the work orders are assigned to corresponding service processing staff for processing, the work orders can be returned to the customer service node after the service processing staff processes the work orders, and the customer service staff feeds back the results of the customer complaint work orders to the customer service staff.
However, in the conventional customer complaint problem handling method, the customer service staff can only deal with the customer complaint problem by opening the work order afterwards, and the period of the work order flow is long, which seriously affects the service experience of the user.
Disclosure of Invention
The invention provides a customer complaint problem processing method, a customer complaint problem processing device, customer complaint problem processing equipment and a storage medium, which can shorten the flow cycle of a work order in the customer complaint problem processing process, improve the customer complaint problem processing efficiency and improve the service experience of a user.
In a first aspect, an embodiment of the present invention provides a customer complaint problem handling method, where the method includes:
acquiring a session ID corresponding to a user performing a session with a customer service worker and a session sentence corresponding to the session ID; determining a customer appeal grade and a customer appeal type corresponding to the conversation statement according to a preset rule; judging whether the number of the conversation sentences of which the customer appeal levels meet the preset requirements in the conversation sentences corresponding to the conversation ID is greater than or equal to a preset threshold value or not; if the current time is greater than or equal to the preset threshold value, sending alarm information to service processing personnel according to a preset alarm strategy and session information corresponding to the session ID; wherein, the session information includes: conversation sentences, and the customer appeal grades and the customer appeal types corresponding to the conversation sentences.
Optionally, the determining, according to a preset rule, the customer appeal level and the customer appeal type corresponding to the conversation statement includes: and carrying out named entity identification on the conversation statement, and determining the customer appeal grade and the customer appeal type corresponding to the conversation statement.
Optionally, if the named entity identification is performed on the conversation statement, and the customer appeal level and the customer appeal type corresponding to the conversation statement cannot be determined, determining the customer appeal level and the customer appeal type corresponding to the conversation statement according to a preset rule further includes:
converting the sentence into a sentence vector; and classifying the statement vectors through a preset classification model, and determining the customer appeal grade and the customer appeal type corresponding to the conversation statement.
Optionally, after determining the customer appeal level and the customer appeal type corresponding to the conversation statement according to a preset rule, the method further includes: and if the customer appeal grade corresponding to the conversation statement meets the preset requirement, displaying the conversation statement, the customer appeal grade corresponding to the conversation statement and the customer appeal type to customer service personnel.
Optionally, the method further comprises: and if the customer appeal grade corresponding to the conversation statement does not meet the preset requirement, storing the conversation statement, the customer appeal grade corresponding to the conversation statement and the customer appeal type.
Optionally, the method further comprises: generating a customer complaint notice according to the alarm information; and issuing the customer complaint notice to customer service personnel through a customer service workbench.
Optionally, the preset alarm policy includes: the notification mode and the notification times.
In a second aspect, an embodiment of the present invention provides a customer complaint problem processing apparatus, including: the acquisition module is used for acquiring a session ID corresponding to a user who carries out a session with a customer service worker and a session sentence corresponding to the session ID; the determining module is used for determining the customer appeal grade and the customer appeal type corresponding to the conversation statement according to a preset rule; the judging module is used for judging whether the number of the conversation sentences of which the customer appeal grades meet the preset requirements in the conversation sentences corresponding to the conversation ID is greater than or equal to a preset threshold value or not; the alarm module is used for sending alarm information to the service processing personnel according to a preset alarm strategy and the session information corresponding to the session ID if the alarm strategy is larger than or equal to a preset threshold value; wherein, the session information includes: conversation sentences, and the customer appeal grades and the customer appeal types corresponding to the conversation sentences.
Optionally, the determining module is specifically configured to perform named entity identification on the conversation statement, and determine a customer appeal level and a customer appeal type corresponding to the conversation statement.
Optionally, if the named entity identification is performed on the conversation statement, and the customer appeal grade and the customer appeal type corresponding to the conversation statement cannot be determined, the determining module is specifically further configured to convert the conversation statement into a statement vector; and classifying the statement vectors through a preset classification model, and determining the customer appeal grade and the customer appeal type corresponding to the conversation statement.
Optionally, the apparatus further comprises: and the display module is used for displaying the conversation statement, the customer complaint grade and the customer complaint type corresponding to the conversation statement to customer service staff if the customer complaint grade corresponding to the conversation statement meets the preset requirements after the determining module determines the customer complaint grade and the customer complaint type corresponding to the conversation statement according to the preset rules.
Optionally, the apparatus further comprises: and the storage module is used for storing the conversation statement, the customer appeal grade and the customer appeal type corresponding to the conversation statement if the customer appeal grade corresponding to the conversation statement does not meet the preset requirement.
Optionally, the apparatus further comprises: the notice module is used for generating a customer complaint notice according to the alarm information; and issuing the customer complaint notice to customer service personnel through a customer service workbench.
Optionally, the preset alarm policy includes: the notification mode and the notification times.
In a third aspect, an embodiment of the present invention provides customer complaint problem processing apparatus, including: the device comprises a processor, a storage medium and a bus, wherein the storage medium stores machine-readable instructions executable by the processor, when the customer appeal problem processing device runs, the processor is communicated with the storage medium through the bus, and the processor executes the machine-readable instructions to execute the customer appeal problem processing method according to the first aspect.
In a fourth aspect, an embodiment of the present invention further provides a storage medium, where a computer program is stored on the storage medium, and when the computer program is executed by a processor, the method for processing a customer complaint question according to the first aspect is performed.
The invention has the beneficial effects that:
according to the embodiment of the invention, the session ID corresponding to the user who has a session with the customer service staff and the session sentence corresponding to the session ID are obtained, and the customer complaint grade and the customer complaint type corresponding to the session sentence are determined according to the preset rule, so that the user complaint intention can be prejudged according to the session sentence input by the user. Whether the number of the conversation sentences of which the customer complaint grades meet the preset requirements in the conversation sentences corresponding to the conversation ID is larger than or equal to a preset threshold value or not is judged, if so, alarm information is sent to business processing personnel according to a preset alarm strategy and the conversation information corresponding to the conversation ID, so that the business processing personnel can timely investigate and solve problems of a related business system aiming at some customer complaints which occur at a short time and a high frequency, the flow period of work orders in the customer complaint problem processing process is shortened, the processing efficiency of the customer complaint problems is improved, and further the service experience of users can be effectively improved.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings needed to be used in the embodiments will be briefly described below, it should be understood that the following drawings only illustrate some embodiments of the present invention and therefore should not be considered as limiting the scope, and for those skilled in the art, other related drawings can be obtained according to the drawings without inventive efforts.
FIG. 1 is a flow chart of a customer complaint problem handling method according to an embodiment of the present invention;
FIG. 2 is a schematic flow chart illustrating a customer complaint problem handling method according to an embodiment of the present invention;
FIG. 3 is a schematic flow chart of a customer complaint problem handling method according to an embodiment of the present invention;
FIG. 4 is a schematic flow chart of a customer complaint problem handling method according to an embodiment of the present invention;
FIG. 5 is a schematic structural diagram of a customer complaint problem handling device according to an embodiment of the present invention;
FIG. 6 is a schematic structural diagram of a customer complaint problem handling device according to an embodiment of the present invention;
FIG. 7 is a schematic diagram illustrating another structure of a customer complaint problem handling device according to an embodiment of the present invention;
FIG. 8 is a schematic structural diagram of a customer complaint problem handling device according to an embodiment of the present invention;
fig. 9 is a schematic structural diagram illustrating a customer complaint problem handling device according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are some, but not all, embodiments of the present invention. The components of embodiments of the present invention generally described and illustrated in the figures herein may be arranged and designed in a wide variety of different configurations.
It should be noted that: like reference numbers and letters refer to like items in the following figures, and thus, once an item is defined in one figure, it need not be further defined and explained in subsequent figures.
The embodiment of the invention provides a customer complaint problem processing method which can be applied to a customer complaint system, and the customer complaint problem processing method can be used for processing the customer complaint problem, so that the work order flow period in the customer complaint problem processing process can be shortened, the customer complaint problem processing efficiency is improved, and the service experience of a user is improved. The execution subject of the method may be a server or a computer of the customer complaint system, or may also be one or more processors in the server or the computer, and the invention is not limited thereto.
Fig. 1 is a flowchart illustrating a customer complaint problem handling method according to an embodiment of the present invention.
As shown in fig. 1, the customer complaint problem handling method may include:
s101, obtaining a session identity Identification (ID) corresponding to a user having a session with a customer service staff and a session statement corresponding to the session ID.
The session ID may be an identity identifier, such as a service account, an identity card number, a phone number, etc. of the user, which may uniquely represent the identity information of the user, or may also be some virtual account, which is not limited in the present invention. However, when each user has a conversation with a customer service person, the session ID corresponding to the user is unique.
For example, a service provider (e.g., a shopping platform, a taxi-taking platform, an information retrieval platform, etc.) may provide a customer service workstation for a user, and a plurality of customer services may be provided in the customer service workstation to provide services such as consultation, complaint, question feedback, etc. for the user. When a certain user enters a line at a customer service workbench, the session ID of the current user and the session sentence corresponding to the session ID can be obtained. The conversation sentence is a sentence input in a conversation dialog box when a user complains or feeds back a question to customer service.
S102, determining the customer appeal grade and the customer appeal type corresponding to the conversation statement according to a preset rule.
Optionally, the customer complaint grade can be established according to the historical customer complaint problems in the actual complaints, for example, the customer complaint grade can be divided into a first grade, a second grade, a third grade and the like according to the importance degree of the customer complaint problems, wherein the first grade is smaller than the second grade, and the second grade is smaller than the third grade. The customer complaint types may include: products, services, operations, etc. complained by the user.
In an embodiment, the step of determining the customer appeal level and the customer appeal type corresponding to the conversation sentence according to the preset rule may specifically include: and carrying out named entity identification on the conversation statement, and determining the customer appeal grade and the customer appeal type corresponding to the conversation statement.
For example, the statement input by the user in each pair of conversations can be extracted, and the statement input by the user is identified according to the named entities of the products, services and operations frequently complained by the user in the actual complaining, so that the level and the type of the complaint corresponding to the conversation statement can be determined.
Fig. 2 is another flow chart of the customer complaint problem handling method according to the embodiment of the present invention.
Optionally, as shown in fig. 2, in another embodiment, the step of determining the customer appeal level and the customer appeal type corresponding to the conversation statement according to a preset rule may specifically include:
s201, converting the sentence into a sentence vector.
S202, classifying the statement vectors through a preset classification model, and determining the customer appeal grade and the customer appeal type corresponding to the conversation statement.
Alternatively, the preset classification model may be an eXtreme Gradient enhancement (XGBoost) model. The XGboost model can classify the statement vectors and determine the customer appeal levels and the customer appeal types corresponding to the statement vectors, so that the customer appeal levels and the customer appeal types corresponding to the conversation statements are obtained. It should be noted that the XGBoost model may be obtained by learning products, services, and operations frequently complained by the user in the historical data, and the conversational sentences input by the user when the user complains, and will not be described in detail herein.
For example, for a certain conversational sentence a, the conversational sentence a may be first converted into a corresponding sentence vector a1, and then the sentence vector a1 is input into the XGBoost model, which may output a complaint level and a complaint type corresponding to the sentence vector a1 (conversational sentence a).
In another embodiment, in the step of determining the customer appeal level and the customer appeal type corresponding to the conversational sentence according to the preset rule, specifically, the method may further include performing named entity identification on the conversational sentence first, and determining the customer appeal level and the customer appeal type corresponding to the conversational sentence. If the named entity recognition is performed on the conversation sentence, and the customer appeal grade and the customer appeal type corresponding to the conversation sentence cannot be determined, the conversation sentence is converted into a sentence vector, the sentence vector is classified through a preset classification model, and the customer appeal grade and the customer appeal type corresponding to the conversation sentence are determined.
S103, judging whether the number of the conversation sentences of which the customer appeal grades meet the preset requirements in the conversation sentences corresponding to the conversation IDs is larger than or equal to a preset threshold value or not.
For example, the preset threshold may be 20, 25, 50, 100, etc., and the specific size of the preset threshold may be set for different service systems and by service providers, which is not limited herein.
Optionally, meeting the preset requirement may mean that the customer appeal level is more than three levels.
And S104, if the alarm information is larger than or equal to the preset threshold value, sending alarm information to service processing personnel according to the preset alarm strategy and the session information corresponding to the session ID.
The session information may include: conversation sentences, and the customer appeal grades and the customer appeal types corresponding to the conversation sentences.
Optionally, the preset alarm policy includes: the notification mode and the notification times. For example, the notification mode may include a plurality of different notification modes such as telephone notification, mail notification, short message notification, and the like; the number of times of notification may be one time, two times, three times, etc., or the number of times of notification may be set to be more in order to ensure that the alarm information can be accurately delivered and that the service processing personnel can process the alarm information in time.
For example, the following steps are carried out:
when judging that the number of the conversation sentences with the customer appeal levels of more than three levels (including three levels) in the conversation sentences corresponding to the conversation ID is greater than or equal to a preset threshold value, triggering an alarm condition. Then, alarm information can be sent to the service processing personnel according to the notification mode and the notification times in the preset alarm strategy and the session information corresponding to the session ID. After receiving the alarm information, the service processing personnel can timely troubleshoot and position problems of the associated service system, thereby realizing the prior prevention of the associated service system accidents and preventing the associated service system accidents from spreading to a more serious direction. For example, when a certain customer complaint problem occurs frequently in a short time, the number of conversation sentences with a customer complaint level of more than three levels is greater than or equal to a preset threshold value, so that an alarm condition is triggered, and a service processor can be timely notified to investigate and process the customer complaint problem in the form of a short message or a mailbox.
As described above, in the embodiment of the present invention, by obtaining the session ID corresponding to the user performing the session with the customer service staff and the session sentence corresponding to the session ID, and determining the customer complaint level and the customer complaint type corresponding to the session sentence according to the preset rule, the customer complaint intention of the user can be prejudged according to the session sentence input by the user. Whether the number of the conversation sentences of which the customer complaint grades meet the preset requirements in the conversation sentences corresponding to the conversation ID is larger than or equal to a preset threshold value or not is judged, if so, alarm information is sent to business processing personnel according to a preset alarm strategy and the conversation information corresponding to the conversation ID, so that the business processing personnel can timely investigate and solve problems of a related business system aiming at some customer complaints which occur at a short time and a high frequency, the flow period of work orders in the customer complaint problem processing process is shortened, the processing efficiency of the customer complaint problems is improved, and further the service experience of users can be effectively improved.
Furthermore, the embodiment of the invention can also find and solve the problems of the associated service system because the service processing personnel can timely aim at some customer complaints which occur in a short time and at a high frequency, thereby effectively reducing the customer complaint rate.
Optionally, after determining the customer appeal grade and the customer appeal type corresponding to the conversation statement according to the preset rule, the method for processing the customer appeal problem may further include: and if the customer appeal grade corresponding to the conversation statement meets the preset requirement, displaying the conversation statement, the customer appeal grade corresponding to the conversation statement and the customer appeal type to customer service personnel.
For example, if it is determined that the customer appeal level corresponding to the conversational sentence is at least three levels by the method for determining the customer appeal level corresponding to the conversational sentence described in the foregoing embodiment, the content of the conversational sentence, the customer appeal level, and products, services, operations, and the like related to the conversational sentence may be displayed to the customer service staff through the customer service workbench, so that the customer service staff can more accurately grasp the complaint intention of the user, and more targeted customer service can be provided for the user.
Optionally, the customer complaint problem handling method may further include: and if the customer appeal grade corresponding to the conversation statement does not meet the preset requirement, storing the conversation statement, the customer appeal grade corresponding to the conversation statement and the customer appeal type.
For example, if the customer appeal level corresponding to the conversation sentence is determined to be not more than three levels by the determination method of the customer appeal level corresponding to the conversation sentence described in the foregoing embodiment, such as: primary, secondary, etc., the conversational sentence may be stored in the interaction record for later viewing and review of the data.
Fig. 3 is a schematic flow chart of a customer complaint problem handling method according to an embodiment of the present invention.
Optionally, as shown in fig. 3, in some embodiments, the method for processing a customer complaint problem may further include:
and S301, generating a customer complaint notice according to the alarm information.
S302, the customer complaint notice is issued to customer service personnel through a customer service workbench.
For example, the customer complaint notice may include alarm information, a service processing person who is sent the alarm information, and the like, and may indicate the processing situation of the current customer complaint problem. After the customer complaint notice is issued on the customer service workbench, all customer service personnel can see the customer complaint notice, so that when other users complain about the same problem, the customer service personnel can explain the current situation for the users and soothe the emotion of the users.
In other embodiments, the alarm information may also be sent to a customer service manager while the alarm information is sent to the service processing personnel, and the customer service manager issues a customer complaint notice to the customer service workbench, which is not limited in this disclosure.
The following describes a method for handling customer complaints according to an embodiment of the present invention in a specific implementation manner:
fig. 4 is a schematic flow chart of a customer complaint problem handling method according to an embodiment of the present invention.
As shown in fig. 4, in the present embodiment, the customer complaint problem handling method may include:
s401, a session ID corresponding to a user having a session with a customer service person and a session sentence corresponding to the session ID are obtained.
S402, conducting named entity recognition on the conversation statement, and determining the customer appeal grade and the customer appeal type corresponding to the conversation statement.
And S403, judging whether customer appeal grade and customer appeal type corresponding to the conversation statement are obtained.
If yes, go to step S406; if not, step S404 and step S405 are executed in sequence, and then step S406 is executed.
And S404, converting the sentence into a sentence vector.
S405, classifying the statement vectors through a preset classification model, and determining the customer appeal grade and the customer appeal type corresponding to the conversation statement.
And S406, judging whether the customer appeal grade corresponding to the conversation statement is more than three grades.
If yes, go to step S407; if not, go to step S408.
S407, displaying the conversation statement, the customer appeal grade and the customer appeal type corresponding to the conversation statement to customer service staff.
S408, storing the conversation statement, the customer appeal grade and the customer appeal type corresponding to the conversation statement.
S409, judging whether the number of the conversation sentences with the customer appeal levels of more than three levels in the conversation sentences corresponding to the conversation IDs is larger than or equal to a preset threshold value.
If yes, executing step S410 and step S411 in sequence; if not, the process returns to step S402.
And S410, generating alarm information according to a preset alarm strategy and session information corresponding to the session ID.
S411, the alarm information is respectively sent to a service processing person and a customer service manager.
In this embodiment, the customer complaint problem processing method described in this embodiment has the same beneficial effects as the customer complaint problem processing method described in the foregoing embodiment, and details are not repeated here.
Based on the customer appeal problem processing method in the foregoing method embodiment, an embodiment of the present invention further provides a customer appeal problem processing apparatus, and fig. 5 shows a schematic structural diagram of the customer appeal problem processing apparatus provided in the embodiment of the present invention.
As shown in fig. 5, the customer complaint problem handling apparatus may include: an obtaining module 10, configured to obtain a session ID corresponding to a user performing a session with a customer service staff, and a session statement corresponding to the session ID; the determining module 20 is configured to determine, according to a preset rule, a customer appeal level and a customer appeal type corresponding to the conversation statement; the judging module 30 is configured to judge whether the number of the conversation sentences of which the customer appeal levels meet the preset requirement in the conversation sentences corresponding to the conversation IDs is greater than or equal to a preset threshold; the alarm module 40 is configured to send alarm information to a service processor according to a preset alarm policy and session information corresponding to the session ID if the alarm information is greater than or equal to a preset threshold; wherein, the session information includes: conversation sentences, and the customer appeal grades and the customer appeal types corresponding to the conversation sentences.
Optionally, the determining module 20 may be specifically configured to perform named entity identification on the conversation statement, and determine the customer appeal level and the customer appeal type corresponding to the conversation statement.
Optionally, if the named entity identification is performed on the conversation statement, and the customer appeal level and the customer appeal type corresponding to the conversation statement cannot be determined, the determining module 20 may be further configured to convert the conversation statement into a statement vector; and classifying the statement vectors through a preset classification model, and determining the customer appeal grade and the customer appeal type corresponding to the conversation statement.
Fig. 6 is a schematic structural diagram illustrating an apparatus for processing a customer complaint problem according to an embodiment of the present invention.
Optionally, as shown in fig. 6, the customer complaint problem handling device may further include: and the display module 50 is configured to, after the determining module 20 determines the customer appeal level and the customer appeal type corresponding to the conversation statement according to the preset rule, display the conversation statement, the customer appeal level and the customer appeal type corresponding to the conversation statement to customer service staff if the customer appeal level corresponding to the conversation statement meets the preset requirement.
Fig. 7 is a schematic structural diagram of a customer complaint problem handling device according to an embodiment of the present invention.
Optionally, as shown in fig. 7, the customer complaint problem handling device may further include: and the storage module 60 is configured to store the conversation statement, the customer appeal level corresponding to the conversation statement, and the customer appeal type if the customer appeal level corresponding to the conversation statement does not meet the preset requirement.
Fig. 8 is a schematic structural diagram of a customer complaint problem handling device according to an embodiment of the present invention.
Optionally, as shown in fig. 8, the customer complaint problem handling device may further include: the notice module 70 is used for generating a customer complaint notice according to the alarm information; and issuing the customer complaint notice to customer service personnel through a customer service workbench.
Optionally, the preset alarm policy may include: the notification mode and the notification times.
It can be clearly understood by those skilled in the art that, for convenience and brevity of description, the specific working process of the apparatus described above may refer to the corresponding process of the method in the foregoing method embodiment, and is not described in detail herein.
The customer complaint problem processing device provided in the embodiment of the present invention corresponds to the customer complaint problem processing method described in the foregoing method embodiment, and therefore, the customer complaint problem processing device described in the device embodiment has all the beneficial effects of the customer complaint problem processing method described in the foregoing embodiment, and details thereof are not repeated here.
The embodiment of the present invention further provides customer complaint problem processing equipment, where the customer complaint problem processing equipment may be a background server, a computer, or the like of a customer complaint system, and fig. 9 shows a schematic structural diagram of the customer complaint problem processing equipment provided in the embodiment of the present invention.
As shown in fig. 9, the customer complaint problem processing apparatus may include: the storage medium 200 stores machine readable instructions executable by the processor 100, and when the customer complaint problem handling device operates, the processor 100 communicates with the storage medium 200 through the bus, and the processor 100 executes the machine readable instructions to perform the customer complaint problem handling method as described in the foregoing method embodiment. The specific implementation and technical effects are similar, and are not described herein again.
For ease of illustration, only one processor is depicted in the customer care issue handling apparatus described above. However, it should be noted that the apparatus for handling the complaint in the present invention may also include a plurality of processors, and thus the steps performed by one processor described in the present invention may also be performed by a plurality of processors in combination or individually. For example, if the processor of the customer complaint problem handling device executes step a and step B, it should be understood that step a and step B can also be executed by two different processors together or separately in one processor. For example, a first processor performs step a and a second processor performs step B, or the first processor and the second processor perform steps a and B together, etc.
In some embodiments, a processor may include one or more processing cores (e.g., a single-core processor (S) or a multi-core processor (S)). Merely by way of example, a Processor may include a Central Processing Unit (CPU), an Application Specific Integrated Circuit (ASIC), an Application Specific Instruction Set Processor (ASIP), a Graphics Processing Unit (GPU), a Physical Processing Unit (PPU), a Digital Signal Processor (DSP), a Field Programmable Gate Array (FPGA), a Programmable Logic Device (PLD), a controller, a microcontroller Unit, a Reduced Instruction Set computer (Reduced Instruction Set computer), a microprocessor, or the like, or any combination thereof.
An embodiment of the present invention further provides a storage medium, where a computer program is stored on the storage medium, and when the computer program is executed by a processor, the method for processing a customer complaint problem as described in the foregoing method embodiment is performed. The specific implementation and technical effects are similar, and are not described herein again.
Alternatively, the storage medium may be a U disk, a removable hard disk, a ROM, a RAM, a magnetic or optical disk, or the like.
The above description is only a preferred embodiment of the present invention and is not intended to limit the present invention, and various modifications and changes may be made by those skilled in the art. Any modification, equivalent replacement, or improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.
Claims (10)
1. A customer complaint problem handling method, characterized in that the method comprises:
acquiring a session ID corresponding to a user performing a session with a customer service worker and a session sentence corresponding to the session ID;
determining the customer appeal grade and the customer appeal type corresponding to the conversation statement according to a preset rule;
judging whether the number of conversation sentences of which the customer appeal levels meet preset requirements in conversation sentences corresponding to the conversation ID is greater than or equal to a preset threshold value or not;
if the current session ID is greater than or equal to the preset threshold, sending alarm information to service processing personnel according to a preset alarm strategy and the session information corresponding to the session ID; wherein the session information includes: conversation sentences, and the customer appeal grades and the customer appeal types corresponding to the conversation sentences.
2. The method according to claim 1, wherein the determining the customer appeal level and the customer appeal type corresponding to the conversation sentence according to a preset rule comprises:
and carrying out named entity identification on the conversation statement, and determining the customer appeal grade and the customer appeal type corresponding to the conversation statement.
3. The method according to claim 2, wherein if the named entity identification is performed on the conversation sentence, and the customer appeal level and the customer appeal type corresponding to the conversation sentence cannot be determined, the determining the customer appeal level and the customer appeal type corresponding to the conversation sentence according to a preset rule further comprises:
converting the conversation statement into a statement vector;
classifying the statement vectors through a preset classification model, and determining the customer appeal grade and the customer appeal type corresponding to the conversation statement.
4. The method according to claim 1, wherein after determining the customer appeal level and the customer appeal type corresponding to the conversational sentence according to a preset rule, the method further comprises:
and if the customer appeal grade corresponding to the conversation statement meets the preset requirement, displaying the conversation statement, the customer appeal grade corresponding to the conversation statement and the customer appeal type to customer service personnel.
5. The method of claim 4, further comprising:
and if the customer appeal grade corresponding to the conversation statement does not meet the preset requirement, storing the conversation statement, the customer appeal grade corresponding to the conversation statement and the customer appeal type.
6. The method according to any one of claims 1-5, further comprising:
generating a customer complaint notice according to the alarm information;
and issuing the customer complaint notice to customer service personnel through a customer service workbench.
7. The method according to any one of claims 1-5, wherein the pre-set alarm strategy comprises: the notification mode and the notification times.
8. An apparatus for processing a customer complaint question, the apparatus comprising:
the system comprises an acquisition module, a processing module and a processing module, wherein the acquisition module is used for acquiring a session ID corresponding to a user who performs a session with a customer service worker and a session sentence corresponding to the session ID;
the determining module is used for determining the customer appeal grade and the customer appeal type corresponding to the conversation statement according to a preset rule;
the judging module is used for judging whether the number of the conversation sentences of which the customer appeal grades meet the preset requirements in the conversation sentences corresponding to the conversation ID is greater than or equal to a preset threshold value or not;
the alarm module is used for sending alarm information to service processing personnel according to a preset alarm strategy and the session information corresponding to the session ID if the alarm strategy is larger than or equal to a preset threshold value; wherein the session information includes: conversation sentences, and the customer appeal grades and the customer appeal types corresponding to the conversation sentences.
9. An apparatus for processing a customer complaint question, comprising: a processor, a storage medium and a bus, the storage medium storing machine readable instructions executable by the processor, the processor and the storage medium communicating via the bus when the customer complaint problem handling device is operating, the processor executing the machine readable instructions to perform the customer complaint problem handling method of any of claims 1-7.
10. A storage medium having stored thereon a computer program which, when executed by a processor, performs the customer complaint problem handling method of any one of claims 1-7.
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