CN112732918A - Complaint work order intelligent classification system - Google Patents
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Abstract
The invention provides a complaint work order intelligent classification system and a method, which comprises the following steps: a frame module: establishing a frame list for the types of complaints, responsibility departments, product classifications, professional classifications and complaint problem points according to various conditions possibly generated by the complaints; a matching module: recognizing the speech of the customer and customer service conversation in the telephone, and automatically classifying and matching the complaints of the customer according to the established frame by capturing key words; a storage module: storing the initial time, the client information, the customer service staff information, the call record and the text information after the call record conversion of each complaint call, and identifying the classification information and remarks made by the customer service staff in the classification unit; an analysis module: the method comprises the steps of sorting and analyzing complaint telephone information in a period of time according to stored data, and acquiring complaint hotspots and requirements of a plurality of customers through big data; a feedback module: and feeding back the information acquired in the analysis unit to customer service staff.
Description
Technical Field
The invention relates to the field of complaint accurate management, in particular to a complaint work order intelligent classification system and method.
Background
In both the traditional industry and the emerging industry, along with the increasing demands of users on the types, the quantities and the qualities of various products and services in working life, the demands on the service efficiency and the quality also increase, so that higher demands are also put forward on the whole service system and service personnel of the customer service center in the big data era.
The traditional customer service telephone processing and analyzing method is to manually classify according to the complaint classification during complaint acceptance and analyze the complaint content texts one by one, and the method has the following defects: when the acceptance staff accepts the complaints, the complaints are classified, the complaints are different from the complaints of the clients in content understanding, so that the classification is inaccurate, the complaint processing and judging difficulty is increased, and the statistical data deviation is increased; the method has the advantages that the content analysis is difficult, the data size is large, the characters are many, the text content needs to be manually analyzed one by one, the processing process is complicated, the labor cost is high, the hotspot analysis is not thorough, and the root cause of complaint is difficult to find; due to the large amount of work order text, the time for work order analysis may be increased. Therefore, an effective solution is not available for the problem of how to accurately analyze the classification of the complaint service by telephone, intelligently identify and obtain the complaint of the client and correspond to the accurate responsibility department.
Disclosure of Invention
Aiming at the defects in the prior art, the invention provides an intelligent classification system and method for complaint work orders, so as to solve the technical problems.
The invention provides an intelligent classification system for complaint work orders, which comprises:
a frame module: establishing a frame list for the complaint according to various conditions of the complaint;
a matching module: recognizing the conversation between the client and the customer service and converting the conversation into characters, recognizing the specific requirements of the client by capturing key words, and automatically classifying and matching the complaints of the client according to the established frame list;
a storage module: storing basic information, call recording and text information after call recording conversion of each complaint call, classification information identified in a classification unit and remarks made by customer service personnel;
an analysis module: according to the stored data, the information of the complaint telephone in a period is sorted and analyzed, and the main centralized problems in the complaint telephone and the requirements of most customers are obtained;
a feedback module: and feeding back the information acquired in the analysis unit to customer service staff.
Furthermore, the intelligent classification system for the complaint work orders is respectively connected with the plurality of telephone access ends one by one.
Further, the frame list includes:
region, category, product classification, professional classification, responsibility department, complaint problem point of complaint.
Further, the basic information of the complaint telephone comprises:
the starting time of the telephone, the telephone information of the client, the position information of the client and the information of the staff of the client service.
A method of intelligent classification of complaint work orders, the method comprising:
establishing a frame list for the complaint according to various conditions of the complaint;
recognizing the conversation between the client and the customer service and converting the conversation into characters, recognizing the specific requirements of the client by capturing key words, and automatically classifying and matching the complaints of the client according to the established frame;
storing basic information, call recording and text information after call recording conversion of each complaint call, classification information identified in a classification unit and remarks made by customer service personnel;
according to the stored data, the information of the complaint telephone in a period is sorted and analyzed, and the main centralized problems in the complaint telephone and the requirements of most customers are obtained;
and feeding back the information acquired in the analysis unit to customer service staff.
Further, the intelligent classification method for the complaint work order comprises the following steps: the intelligent classification system for the complaint work orders is respectively connected with the plurality of telephone access ends one by one.
Further, the frame list includes:
region, category, product classification, professional classification, responsibility department, complaint problem point of complaint.
Further, the basic information of the complaint telephone comprises:
the starting time of the telephone, the telephone information of the client, the position information of the client and the information of the staff of the client service.
Further, the intelligent classification method for the complaint work order comprises the following steps:
after the matching module forms a matching result, the customer service staff checks the generated matching result and adjusts the matching result.
Further, the intelligent classification method for the complaint work order comprises the following steps:
after the call is finished, the customer service staff forwards the relevant information of the complaint call to the responsibility department for processing.
The beneficial effect of the invention is that,
the invention provides an intelligent classification system and method for a complaint work order, which can analyze the main complaint tendency of a client and comb out a complaint attribution frame through customer service complaint work order data and customer complaint voice text data, label the responsibility departments, professional classifications, complaint events and error points of the complaint work order based on the attribution frame, realize the automatic classification of the complaint contents of the client in the customer service complaint work order, solve the problems of insufficient fineness, excessive consumption of human resources, lagged classification speed and the like in the current manual classification operation, analyze the complaint hot points, predict the complaint tendency, timely mine the client complaint, grasp the client dynamic state and provide guidance decision for improving the client satisfaction.
In addition, the invention has reliable design principle, simple structure and very wide application prospect.
Drawings
In order to more clearly illustrate the embodiments or technical solutions in the prior art of the present invention, the drawings used in the description of the embodiments or prior art will be briefly described below, and it is obvious for those skilled in the art that other drawings can be obtained based on these drawings without creative efforts.
Fig. 1 is a schematic structural diagram of a system according to an embodiment of the present invention.
The system comprises a frame module 1, a matching module 2, a storage module 3, an analysis module 4 and a feedback module 5.
FIG. 2 is a flow diagram of a method of one embodiment of the invention.
Detailed Description
In order to make those skilled in the art better understand the technical solution of the present invention, the technical solution in the embodiment of the present invention will be clearly and completely described below with reference to the drawings in the embodiment of the present invention, and it is obvious that the described embodiment is only a part of the embodiment of the present invention, and not all embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
It should be noted that the embodiments and features of the embodiments may be combined with each other without conflict.
In the description of the present invention, it is to be understood that the terms "center", "longitudinal", "lateral", "up", "down", "front", "back", "left", "right", "vertical", "horizontal", "top", "bottom", "inner", "outer", and the like, indicate orientations or positional relationships based on those shown in the drawings, and are used only for convenience in describing the present invention and for simplicity in description, and do not indicate or imply that the referenced devices or elements must have a particular orientation, be constructed and operated in a particular orientation, and thus, are not to be construed as limiting the present invention. Furthermore, the terms "first", "second", etc. are used for descriptive purposes only and are not to be construed as indicating or implying relative importance or implicitly indicating the number of technical features indicated. Thus, a feature defined as "first," "second," etc. may explicitly or implicitly include one or more of that feature. In the description of the present invention, "a plurality" means two or more unless otherwise specified.
In the description of the present invention, it should be noted that, unless otherwise explicitly specified or limited, the terms "mounted," "connected," and "connected" are to be construed broadly, e.g., as meaning either a fixed connection, a removable connection, or an integral connection; can be mechanically or electrically connected; they may be connected directly or indirectly through intervening media, or they may be interconnected between two elements. The specific meaning of the above terms in the present invention can be understood by those of ordinary skill in the art through specific situations.
The present invention will be described in detail below with reference to the embodiments with reference to the attached drawings.
Example 1
Referring to fig. 1, the present embodiment provides an intelligent classification system for complaint work orders, including:
the frame module 1 establishes a frame list for the complaint according to various conditions of the complaint;
the matching module 2 identifies the conversation between the client and the customer service and converts the conversation into characters, identifies the specific requirements of the client by capturing key words, and automatically classifies and matches the complaints of the client according to the established frame list;
the storage module 3 stores the basic information, the call recording and the text information after the conversion of the call recording of each complaint call, the classification information identified in the classification unit and remarks made by customer service personnel;
the analysis module 4 sorts and analyzes the information of the complaint telephone in a period of time according to the stored data, and obtains the main centralized problems in the complaint telephone and the requirements of most customers;
the feedback module 5 feeds back the information obtained in the analysis unit to the customer service staff.
In addition, the intelligent complaint work order classification system can be respectively connected with a plurality of telephone access ends one by one.
Further, the frame list includes:
region, category, product classification, professional classification, responsibility department, complaint problem point of complaint.
Further, the basic information of the complaint telephone comprises:
the starting time of the telephone, the telephone information of the client, the position information of the client and the information of the staff of the client service.
Example 2
The embodiment provides a method for intelligently classifying complaint work orders, which comprises the following steps:
when the customer service staff connects the complaint call entered by the user, the call is automatically recorded.
Recognizing the conversation between the client and the customer service and converting the conversation into characters, recognizing the specific requirements of the client by capturing keywords, automatically classifying and matching the complaints of the client according to the established frame, checking the generated matching result by the customer service staff after the matching result is formed, adjusting and modifying the matching result, and identifying the customer service staff by using a remarking form if no option exists in the matching item in the conversation content.
The voice recognition system performs word processing and analysis on the content of the telephone while recording, the system recognizes keywords in the conversation, and then matches classification information of the telephone according to a frame list for classification, such as the area where the telephone is located, the category (pre-sale consultation/after-sale maintenance), the product classification, the responsibility department, the professional classification (such as software and hardware), the symptom/time/characteristic of the occurrence of a problem, the return visit time expected by a client, and the like.
The classification information is formed in the system in advance in a frame list mode, and the conversation content is identified in the conversation and then is directly matched.
After the call is finished, storing basic information such as the starting time of the complaint call, the call information of the customer, the position information of the customer, the staff information of the customer service and the like, converting the call record and the call record into text information, storing the classification information identified in the classification unit and remarks made by the customer service staff together, and forwarding the complaint information to a corresponding responsibility department by the customer service staff for further processing.
Finally, the information of the complaint telephone within a period is sorted and analyzed according to the stored data, the problems mainly and intensively occurring in the complaint telephone and the requirements of most customers are obtained, the information obtained in the analysis unit is fed back to customer service staff, and the corresponding capacity and the service efficiency of the customer service staff when receiving the complaint telephones of the same type are improved.
Although the present invention has been described in detail by referring to the drawings in connection with the preferred embodiments, the present invention is not limited thereto. Various equivalent modifications or substitutions can be made on the embodiments of the present invention by those skilled in the art without departing from the spirit and scope of the present invention, and these modifications or substitutions are within the scope of the present invention/any person skilled in the art can easily conceive of the changes or substitutions within the technical scope of the present invention. Therefore, the protection scope of the present invention shall be subject to the protection scope of the claims.
Claims (10)
1. The utility model provides a complaint work order intelligent classification system which characterized in that includes:
a frame module: establishing a frame list for the complaint according to various conditions of the complaint;
a matching module: recognizing the conversation between the client and the customer service and converting the conversation into characters, recognizing the specific requirements of the client by capturing key words, and automatically classifying and matching the complaints of the client according to the established frame list;
a storage module: storing basic information, call recording and text information after call recording conversion of each complaint call, classification information identified in a classification unit and remarks made by customer service personnel;
an analysis module: according to the stored data, the information of the complaint telephone in a period is sorted and analyzed, and the main centralized problems in the complaint telephone and the requirements of most customers are obtained;
a feedback module: and feeding back the information acquired in the analysis unit to customer service staff.
2. The intelligent classification system for complaint work orders as claimed in claim 1, wherein the intelligent classification system for complaint work orders is connected with a plurality of telephone access terminals one by one.
3. The intelligent complaint work order classification system of claim 1 wherein the frame list comprises: region, category, product classification, professional classification, responsibility department, complaint problem point of complaint.
4. The intelligent complaint work order classification system as claimed in claim 1, wherein the basic information of the complaint telephone includes: the starting time of the telephone, the telephone information of the client, the position information of the client and the information of the staff of the client service.
5. A method of intelligent classification of complaint work orders, the method comprising:
establishing a frame list for the complaint according to various conditions of the complaint;
recognizing the conversation between the client and the customer service and converting the conversation into characters, recognizing the specific requirements of the client by capturing key words, and automatically classifying and matching the complaints of the client according to the established frame;
storing basic information, call recording and text information after call recording conversion of each complaint call, classification information identified in a classification unit and remarks made by customer service personnel;
according to the stored data, the information of the complaint telephone in a period is sorted and analyzed, and the main centralized problems in the complaint telephone and the requirements of most customers are obtained;
and feeding back the information acquired in the analysis unit to customer service staff.
6. The method of claim 5, wherein the intelligent classification system of complaint work orders is connected to a plurality of telephone access terminals one by one.
7. The method of claim 5, wherein the frame list comprises: region, category, product classification, professional classification, responsibility department, complaint problem point of complaint.
8. The method of claim 5, wherein the basic information of the complaint telephone comprises: the starting time of the telephone, the telephone information of the client, the position information of the client and the information of the staff of the client service.
9. The method for intelligent classification of complaint work orders as claimed in claim 5, wherein after the matching module forms the matching result, the customer service staff checks the generated matching result and adjusts the matching result.
10. The method of claim 5, wherein the method further comprises: after the call is finished, the customer service staff forwards the relevant information of the complaint call to the responsibility department for processing.
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| CN202110044766.XA CN112732918A (en) | 2021-01-13 | 2021-01-13 | Complaint work order intelligent classification system |
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| CN202110044766.XA CN112732918A (en) | 2021-01-13 | 2021-01-13 | Complaint work order intelligent classification system |
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Cited By (3)
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| CN113592297A (en) * | 2021-07-30 | 2021-11-02 | 国家电网有限公司客户服务中心 | Method and system for managing power system-specific customers |
| CN113808574A (en) * | 2021-10-28 | 2021-12-17 | 平安消费金融有限公司 | AI voice quality inspection method, device, equipment and storage medium based on voice information |
| CN115828912A (en) * | 2022-12-20 | 2023-03-21 | 北京数字政通科技股份有限公司 | Method and system for intelligently identifying multi-person simultaneous complaint work order |
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| CN113592297A (en) * | 2021-07-30 | 2021-11-02 | 国家电网有限公司客户服务中心 | Method and system for managing power system-specific customers |
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