CN114202341A - Complaint processing method and device, electronic device and storage medium - Google Patents
Complaint processing method and device, electronic device and storage medium Download PDFInfo
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Abstract
The embodiment of the application discloses a complaint processing method and related equipment, and relates to the technical field of computer information. The method comprises the following steps: receiving target voice information sent by first terminal equipment, wherein the first terminal equipment is corresponding to a hotel user; judging whether the target voice information is complaint information or not, and if the target voice information is the complaint information, determining the complaint type of the complaint information; and sending a complaint notice to a second terminal device corresponding to the complaint category, wherein the second terminal device is a terminal device corresponding to a hotel worker capable of handling the complaint category. The invention is used for complaint treatment, and mainly solves the problem that the complaint requirements of hotel users cannot be responded in time, so that the check-in satisfaction of the hotel users is poor.
Description
Technical Field
The present invention relates to the field of computer information technologies, and in particular, to a complaint processing method and apparatus, an electronic device, and a storage medium.
Background
With the gradual improvement of living standard of people, the scenes of hotel accommodation are more and more common. Generally, people can choose to stay in a hotel in the case of traveling, going on a business trip or going out for examination, and when people stay in the hotel, the people may encounter situations of electrical appliance failure, poor sanitary conditions or slow response of service requirements, and the like, and when the satisfaction degree is not high, the people may complain in the hotel.
At present, when a hotel deals with a complaint of a hotel user, the hotel user is usually required to communicate with a hotel reception desk service staff, and then the hotel reception desk service staff transfers the complaint content to other hotel staff corresponding to the complaint information, but because the reception desk service staff still needs to take a new customer, the complaint demand of the hotel user may not be responded in time sometimes, and the problem of poor satisfaction degree of the hotel user in check-in is caused.
Disclosure of Invention
In view of the above problems, the present invention provides a complaint handling method and related equipment, and mainly aims to solve the problem that the complaint demand of the hotel user cannot be responded in time, so that the satisfaction degree of the hotel user in check-in is poor.
In order to solve the above technical problem, in a first aspect, the present invention provides a complaint handling method, including:
receiving target voice information sent by first terminal equipment, wherein the first terminal equipment is corresponding to a hotel user;
judging whether the target voice information is complaint information or not, and if the target voice information is the complaint information, determining the complaint type of the complaint information;
and sending a complaint notice to a second terminal device corresponding to the complaint category, wherein the second terminal device is a terminal device corresponding to a hotel worker capable of handling the complaint category.
In one possible implementation, the step of determining whether the target voice information is complaint information includes:
converting the target voice information into text information through a preset voice recognition model;
and determining whether the text information is complaint information or not through a preset classification model.
In a possible implementation manner, the step of receiving the target voice information sent by the first terminal device includes:
receiving call voice between a hotel user and an artificial intelligence customer service through first terminal equipment;
and extracting target voice information corresponding to the hotel user from the call voice.
In one possible implementation, the step of sending the complaint notification to the second terminal device corresponding to the complaint category includes:
judging whether hotel staff corresponding to the second terminal equipment is in a standby state or not through the terminal activity information acquired by the second terminal equipment;
if so, sending the complaint notice to the second terminal equipment in a one-time notice mode;
and if not, sending the complaint notice to the second terminal equipment in a persistent notice mode.
In one possible embodiment, the method further comprises:
and sending the visual graphic result of the complaint information of the preset time period to a third terminal device, wherein the third terminal device is a terminal device corresponding to a manager of the hotel staff.
In one possible embodiment, the complaint notice includes complaint status information corresponding to the complaint information, wherein the complaint status information is a accepted status or an unaccepted status.
In one possible embodiment, the method further comprises:
and when the time for receiving the target voice information reaches the preset time length and the complaining state updating information sent by the second terminal equipment is not received, sending a complaining notice to the third terminal equipment, wherein the complaining state updating information is used for changing the complaining state information.
To solve the above technical problem, according to a second aspect of the present invention, there is provided a complaint processing apparatus including:
the system comprises a receiving unit, a processing unit and a processing unit, wherein the receiving unit is used for receiving target voice information sent by first terminal equipment, and the first terminal equipment is corresponding to a hotel user;
the judging unit is used for judging whether the target voice information is the complaint information or not, and if the target voice information is the complaint information, determining the complaint type of the complaint information;
and the notification unit is used for sending the complaint notification to second terminal equipment corresponding to the complaint category, wherein the second terminal equipment is the terminal equipment corresponding to the hotel staff capable of processing the complaint category.
In order to solve the above technical problem, according to a third aspect of the present invention, there is provided an electronic device, which includes at least one processor and at least one memory connected to the processor, wherein the processor is configured to call program instructions in the memory to execute the complaint handling method of any one of the first aspects.
In order to solve the above technical problem, according to a fourth aspect of the present invention, there is provided a storage medium including a stored program, wherein an apparatus in which the storage medium is located is controlled to execute the complaint handling method of any one of the above first aspects when the program is executed.
By means of the technical scheme, the application provides a complaint processing method, a complaint processing device, electronic equipment and a storage medium, and mainly aims to solve the problem that the complaint requirements of hotel users cannot be responded in time, and the hotel user check-in satisfaction is poor. The method comprises the steps that target voice information sent by first terminal equipment is received, wherein the first terminal equipment is corresponding to a hotel user; judging whether the target voice information is complaint information or not, and if the target voice information is the complaint information, determining the complaint type of the complaint information; and sending a complaint notice to a second terminal device corresponding to the complaint category, wherein the second terminal device is a terminal device corresponding to a hotel worker capable of handling the complaint category, and complaint handling is realized. According to the scheme, the step of determining the complaint category of the complaint information is carried out by judging whether the target voice information is the complaint information or not, and if the target voice information is the complaint information, the complaint information can be directly classified by the customer complaint system server, so that the processing time of hotel staff is saved; the step of sending the complaint notice to the second terminal equipment corresponding to the complaint category can directly send the complaint demand information of the hotel user to the hotel staff corresponding to the complaint type, so that the flow of forwarding the complaint demand by hotel front desk service personnel is saved, and the response efficiency of the complaint demand is improved. By the aid of the scheme, the technical effect that the complaint information is directly notified to corresponding hotel workers according to classification can be achieved, and the problem that the complaint requirements of hotel users cannot be responded in time and the check-in satisfaction of the hotel users is poor is solved.
Drawings
Various other advantages and benefits will become apparent to those of ordinary skill in the art upon reading the following detailed description of the exemplary embodiments; the drawings are only for purposes of illustrating exemplary embodiments and are not to be construed as limiting the application; also, like reference numerals are used to refer to like parts throughout the drawings. In the drawings:
FIG. 1 is a schematic flow chart of a complaint handling method provided in an embodiment of the present application;
FIG. 2 is a schematic block diagram of a complaint processing apparatus according to an embodiment of the present disclosure;
fig. 3 is a schematic structural block diagram of an electronic device according to an embodiment of the present application.
Detailed Description
Exemplary embodiments of the present application will be described in more detail below with reference to the accompanying drawings. While exemplary embodiments of the present application are shown in the drawings, it should be understood that the present application may be embodied in various forms and should not be limited to the embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the scope of the disclosure to those skilled in the art.
In order to solve the problem that the complaint demand of a hotel user cannot be responded in time and the check-in satisfaction of the hotel user is poor, an embodiment of the present application provides a complaint processing method, as shown in fig. 1, the method may include:
the first terminal device is a terminal device corresponding to a hotel user.
Specifically, the first terminal device may be a communication terminal device corresponding to the hotel user, such as a mobile phone or a landline phone; the target voice information is the voice information which is sent to the customer complaint system server by the hotel user by using the first terminal equipment; when the hotel user uses the first terminal device to send the target voice information, the hotel user can send the voice in a single way, and can also carry out voice interaction with the hotel user through artificial customer service or artificial intelligent customer service.
It should be noted that, through step 101, target voice information of a hotel user may be collected, which is convenient for subsequent analysis and processing of the target voice information.
And 102, judging whether the target voice information is the complaint information, and if the target voice information is the complaint information, determining the complaint type of the complaint information.
Specifically, specific acoustic features in the target voice information can be extracted first, and then whether the target voice information is complaint information or not is judged through a pre-trained first deep learning model; the complaint category of the complaint information can be determined through a pre-trained second deep learning model or keyword voice recognition according to the specific acoustic features; the first deep learning model is used for judging whether the target voice information is the complaint information or not, and the second deep learning model is used for judging the complaint category of the complaint information; the complaint category can be a repair category, an environmental category, or an order entry category.
It should be noted that, in the prior art, the customer complaint information is usually received by a foreground service staff, and the classification processing is performed according to different customer complaint information, which is time-consuming and labor-consuming; the customer complaint system server can directly classify the complaint information through the step 102, so that the processing time of hotel workers is saved, and the complaint requirements of hotel users can be processed in time.
and the second terminal equipment is the terminal equipment corresponding to the hotel staff capable of processing the corresponding complaint categories.
Specifically, the complaint information of the repair category may correspond to staff responsible for the logistics of the hotel, such as maintenance staff of the hotel and the like; the complaint information of the environment class may correspond to employees responsible for the hotel environment, such as cleaning staff of the hotel, etc.; the complaint information of the order form can correspond to staff responsible for the goods distribution of the hotel, such as kitchen staff or meal delivery staff of the hotel and the like; the second terminal device may be a communication terminal device such as a mobile phone or a landline phone corresponding to a hotel staff member capable of handling the corresponding complaint category.
It should be noted that, in step 103, the information of the complaint demand of the hotel user can be directly sent to the hotel staff corresponding to the complaint type, so that the process of forwarding the complaint demand by the hotel front desk service staff is saved, and the response efficiency of the complaint demand is improved.
By means of the technical scheme, the complaint processing method is provided, and the problem that the complaint requirements of hotel users cannot be responded in time, and the check-in satisfaction of the hotel users is poor is solved. The method comprises the steps that target voice information sent by first terminal equipment is received, wherein the first terminal equipment is corresponding to a hotel user; judging whether the target voice information is complaint information or not, and if the target voice information is the complaint information, determining the complaint type of the complaint information; and sending a complaint notice to a second terminal device corresponding to the corresponding complaint category, wherein the second terminal device is a terminal device corresponding to a hotel worker capable of handling the corresponding complaint category, and complaint handling is realized. According to the scheme, the step of determining the complaint category of the complaint information is carried out by judging whether the target voice information is the complaint information or not, and if the target voice information is the complaint information, the complaint information can be directly classified by the customer complaint system server, so that the processing time of hotel staff is saved; the step of sending the complaint notice to the second terminal equipment corresponding to the corresponding complaint category can directly send the complaint demand information of the hotel user to the hotel staff corresponding to the complaint type, thereby saving the flow of forwarding the complaint demand by hotel front desk service personnel and improving the response efficiency of the complaint demand. By the aid of the scheme, the technical effect that the complaint information is directly notified to corresponding hotel workers according to classification can be achieved, and the problem that the complaint requirements of hotel users cannot be responded in time and the check-in satisfaction of the hotel users is poor is solved.
In a possible implementation manner, the step of determining whether the target voice information is complaint information may include: converting the target voice information into text information through a preset voice recognition model; and determining whether the text information is complaint information or not through a preset classification model.
Specifically, the target voice information of the hotel user may be converted into text information by an Automatic Speech Recognition (ASR) technology, the Automatic Speech Recognition may be completed by an end-to-end Recognition framework, and the text information may be subjected to complaint information Recognition by a preset classification Recognition model, for example, a Support Vector Machine (SVM) may be used to recognize the complaint information.
It should be noted that, if classification and recognition are directly performed according to target voice information, problems of high recognition difficulty and low accuracy may exist; the possible implementation mode can reduce the difficulty of identification of the complaint information and improve the identification accuracy.
In one possible implementation, step 101 may include: receiving call voice between a hotel user and an artificial intelligence customer service through first terminal equipment; and extracting target voice information corresponding to the hotel user from the call voice.
Specifically, the method can interact with hotel users in an artificial intelligence service manner, and identify target voice information of the hotel users in the call voice through Mel-Frequency Cepstral Coefficients (MFCCs) and/or Perceptual Linear Prediction (PLP) extracted from the call voice.
It should be noted that, through the possible implementation manner, human resources interacting with hotel users can be saved, target voice information in call voice can be distinguished, and cost for the hotel to deal with complaints of the hotel users is saved.
In one possible implementation, step 103 may include: judging whether hotel staff corresponding to the second terminal equipment is in a standby state or not through the terminal activity information acquired by the second terminal equipment; if so, sending the complaint notice to the second terminal equipment in a one-time notice mode; and if not, sending the complaint notice to the second terminal equipment in a persistent notice mode.
Specifically, the standby state is a rest state in which the hotel staff does not handle other matters, and the terminal activity information is information of displacement/movement of the terminal obtained by a sensor in the second terminal device, such as terminal activity information acquired by a gravity sensor and/or an acceleration sensor and/or a gyroscope and/or a satellite navigation sensor; terminal activity information can be distinguished from the stand-by state of hotel staff and the non-stand-by state of the hotel staff through a pre-trained deep learning model; the one-time notification is in a short-time notification form, the one-time notification is stopped immediately after the notification is completed, such as short messages, application program pushing and the like, the persistent notification is a long-time notification, and the persistent notification can be continuously notified when the hotel staff does not respond to the notification, such as voice calls, alarm clocks and the like.
It should be noted that different forms of notifications can be performed in different states of the hotel staff through the possible implementation manner, so that the hotel staff can obtain the complaint information in a standby state and can obtain the complaint information in a non-standby state effectively with minimum resource consumption.
In one possible embodiment, the method may further include: sending the visual graphic result of the complaint information in the preset time period to the third terminal equipment;
and the third terminal equipment is the terminal equipment corresponding to the manager in the hotel staff.
Specifically, the preset time period can be set or selected by a manager in hotel staff; statistical graphs such as a scatter diagram, a histogram, a probability diagram, a box diagram, a block diagram or a double-label diagram can be used for visually displaying the complaint types, the room number information, the receiver information, the complaint time information and the like corresponding to the complaint information, so that the complaint information can be clearly and effectively transmitted, managers can be helped to analyze and reason the complaint information data, and complex data can be easier to understand.
It should be noted that, through the above possible implementation manner, managers among hotel staff can intuitively and clearly obtain statistical data of complaint information, so that the managers can manage and improve problems existing in hotels, and the accommodation experience of hotel users is improved.
In one possible embodiment, the complaint notice may include complaint status information corresponding to the complaint information;
wherein, the complaint state information is accepted state or not accepted state.
Specifically, the complaint state information defaults to an unaccepted state, that is, the complaint state information is in an unaccepted state after the complaint is made by the user; and when the complaint information is responded by the hotel staff, the complaint state information is modified into the accepted state.
It should be noted that, in a general scene, the second terminal device may update the latest complaint information in real time without manual refreshing, but the complaint information arranged in time sequence may have a situation that the complaint has been taken for a long time but is not handled by hotel staff, and at this time, the complaint information is less likely to be found along with the lapse of time; by the possible implementation mode, the hotel staff can timely know the acceptance state of the complaint information, and the problems that the complaint information which is not accepted is not perceived and the accepted complaint information is processed repeatedly are solved.
In one possible embodiment, the method may further include: when the time for receiving the target voice information reaches a preset time length and the complaint state updating information sent by the second terminal equipment is not received, sending a complaint notice to the third terminal equipment;
wherein the complaint state update information is used to change the complaint state information.
Specifically, the preset time can be one hour, three hours or twelve hours and the like, and can be set according to the actual situation of the hotel; and when the preset time length is reached or exceeded and the complaint state updating information sent by the second terminal equipment corresponding to the hotel staff capable of processing the corresponding complaint category is not received, sending a complaint notice to the third terminal equipment so as to facilitate the handling of the manager in the hotel staff.
It should be noted that, the possible implementation manner can prevent complaint requirements of hotel users from being always unaddressed, and improve accommodation experience of the hotel users.
Further, as an implementation of the foregoing method embodiment, an embodiment of the present application provides a complaint processing apparatus, which is used for implementing the foregoing method embodiment. The embodiment of the apparatus corresponds to the embodiment of the method, and for convenience of reading, details in the embodiment of the method are not described in detail again in this embodiment of the complaint processing apparatus, but it should be clear that the apparatus in the embodiment of the present application can correspondingly implement all the contents in the embodiment of the method. As shown in fig. 2, the complaint processing apparatus 20 includes: a receiving unit 201, a judging unit 202, and a notifying unit 203, wherein,
a receiving unit 201, configured to receive target voice information sent by a first terminal device, where the first terminal device is a terminal device corresponding to a hotel user;
a judging unit 202, configured to judge whether the target voice information is complaint information, and if the target voice information is complaint information, determine a complaint category of the complaint information;
a notifying unit 203, configured to send a complaint notification to a second terminal device corresponding to the complaint category, where the second terminal device is a terminal device corresponding to a hotel worker capable of handling the complaint category.
By means of the technical scheme, the embodiment of the application further provides a complaint processing device, and the complaint processing device mainly aims to solve the problem that the complaint requirements of hotel users cannot be responded in time, and the check-in satisfaction of the hotel users is poor. The method comprises the steps that target voice information sent by first terminal equipment is received, wherein the first terminal equipment is corresponding to a hotel user; judging whether the target voice information is complaint information or not, and if the target voice information is the complaint information, determining the complaint type of the complaint information; and sending a complaint notice to a second terminal device corresponding to the complaint category, wherein the second terminal device is a terminal device corresponding to a hotel worker capable of handling the complaint category, and complaint handling is realized. According to the scheme, the step of determining the complaint category of the complaint information is carried out by judging whether the target voice information is the complaint information or not, and if the target voice information is the complaint information, the complaint information can be directly classified by the customer complaint system server, so that the processing time of hotel staff is saved; the step of sending the complaint notice to the second terminal equipment corresponding to the complaint category can directly send the complaint demand information of the hotel user to the hotel staff corresponding to the complaint type, so that the flow of forwarding the complaint demand by hotel front desk service personnel is saved, and the response efficiency of the complaint demand is improved. By the aid of the scheme, the technical effect that the complaint information is directly notified to corresponding hotel workers according to classification can be achieved, and the problem that the complaint requirements of hotel users cannot be responded in time and the check-in satisfaction of the hotel users is poor is solved.
The embodiment of the present application provides an electronic device 30, as shown in fig. 3, the electronic device includes at least one processor 301 and at least one memory 302 connected to the processor, where the processor 301 is configured to call program instructions in the memory 302 to execute a method for implementing the complaint handling method.
The embodiment of the application also provides a storage medium, on which a program is stored, and when the program runs, the program controls the device on which the storage medium is located to execute, so as to implement the following complaint handling method:
receiving target voice information sent by first terminal equipment, wherein the first terminal equipment is corresponding to a hotel user;
judging whether the target voice information is complaint information or not, and if the target voice information is the complaint information, determining the complaint type of the complaint information;
and sending a complaint notice to a second terminal device corresponding to the complaint category, wherein the second terminal device is a terminal device corresponding to a hotel worker capable of handling the complaint category.
In one possible implementation, the step of determining whether the target voice information is complaint information includes:
converting the target voice information into text information through a preset voice recognition model;
and determining whether the text information is complaint information or not through a preset classification model.
In a possible implementation manner, the step of receiving the target voice information sent by the first terminal device includes:
receiving call voice between a hotel user and an artificial intelligence customer service through first terminal equipment;
and extracting target voice information corresponding to the hotel user from the call voice.
In one possible implementation, the step of sending the complaint notification to the second terminal device corresponding to the complaint category includes:
judging whether hotel staff corresponding to the second terminal equipment is in a standby state or not through the terminal activity information acquired by the second terminal equipment;
if so, sending the complaint notice to the second terminal equipment in a one-time notice mode;
and if not, sending the complaint notice to the second terminal equipment in a persistent notice mode.
In one possible embodiment, the method further comprises:
and sending the visual graphic result of the complaint information of the preset time period to a third terminal device, wherein the third terminal device is a terminal device corresponding to a manager of the hotel staff.
In one possible embodiment, the complaint notice includes complaint status information corresponding to the complaint information, wherein the complaint status information is a accepted status or an unaccepted status.
In one possible embodiment, the method further comprises:
and when the time for receiving the target voice information reaches the preset time length and the complaining state updating information sent by the second terminal equipment is not received, sending a complaining notice to the third terminal equipment, wherein the complaining state updating information is used for changing the complaining state information.
By means of the technical scheme, the complaint processing method and the related device are provided in the embodiment of the application, and the problem that the complaint requirements of hotel users cannot be responded in time, and the hotel user check-in satisfaction is poor is solved. The method comprises the steps that target voice information sent by first terminal equipment is received, wherein the first terminal equipment is corresponding to a hotel user; judging whether the target voice information is complaint information or not, and if the target voice information is the complaint information, determining the complaint type of the complaint information; and sending a complaint notice to a second terminal device corresponding to the complaint category, wherein the second terminal device is a terminal device corresponding to a hotel worker capable of handling the complaint category, and complaint handling is realized. According to the scheme, the step of determining the complaint category of the complaint information is carried out by judging whether the target voice information is the complaint information or not, and if the target voice information is the complaint information, the complaint information can be directly classified by the customer complaint system server, so that the processing time of hotel staff is saved; the step of sending the complaint notice to the second terminal equipment corresponding to the complaint category can directly send the complaint demand information of the hotel user to the hotel staff corresponding to the complaint type, so that the flow of forwarding the complaint demand by hotel front desk service personnel is saved, and the response efficiency of the complaint demand is improved. By the aid of the scheme, the technical effect that the complaint information is directly notified to corresponding hotel workers according to classification can be achieved, and the problem that the complaint requirements of hotel users cannot be responded in time and the check-in satisfaction of the hotel users is poor is solved.
The present application is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus, and electronic devices according to embodiments of the application; it will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions; these computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable flow management apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable flow management apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
In the foregoing embodiments, the descriptions of the respective embodiments have respective emphasis, and for parts that are not described in detail in a certain embodiment, reference may be made to related descriptions of other embodiments.
In the embodiments provided in the present application, it should be understood that the disclosed apparatus may be implemented in other manners. For example, the above-described embodiments of the apparatus are merely illustrative, and for example, the above-described division of the units is only one type of division of logical functions, and other divisions may be realized in practice, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection of some interfaces, devices or units, and may be an electric or other form.
In a typical configuration, an electronic device may include one or more processors (CPUs), memory, and a bus; the electronic device may also include input/output interfaces, network interfaces, and the like.
The memory may include volatile memory in a computer readable medium, Random Access Memory (RAM) and/or nonvolatile memory such as Read Only Memory (ROM) or flash memory (flash RAM), and the memory includes at least one memory chip; the memory is an example of a storage medium.
Storage media, including permanent and non-permanent, removable and non-removable media, may implement the information storage by any method or technology; the information may be computer readable instructions, data structures, modules of a program, or other data; examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device; as defined herein, a storage medium does not include a transitory computer readable medium such as a modulated data signal and a carrier wave.
The terms "first," "second," "third," "fourth," and the like in the description and in the claims and drawings of the present application, if any, are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order; it will be appreciated that the data so used may be interchanged under appropriate circumstances such that the embodiments described herein may be practiced otherwise than as specifically illustrated or described herein.
It should be noted that, for simplicity of description, the above-mentioned method embodiments are described as a series of acts or combination of acts, but those skilled in the art will recognize that the present application is not limited by the order of acts described, as some steps may occur in other orders or concurrently depending on the application. Further, those skilled in the art should also appreciate that the embodiments described in the specification are preferred embodiments and that the acts and modules referred to are not necessarily required in this application.
It should also be noted that the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus; without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in the process, method, article, or apparatus that comprises the element.
Those skilled in the art will appreciate that embodiments of the present application may be provided as a method, apparatus, or electronic device; accordingly, the present application may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects; furthermore, the present application may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
Computer program code for carrying out operations for embodiments of the present application may be written in any combination of one or more programming languages, including an object oriented programming language such as Common Lisp, Python, C + +, Objective-C, Smalltalk, Delphi, Java, Swift, C #, Perl, Ruby, JavaScript, and PHP, etc., a conventional procedural programming language such as Fortran, ALGOL, COBOL, PL/I, BASIC, Pascal, C, etc., and any other programming language such as Lisp, Tcl, Prolog, Visual BASIC. The program code may execute entirely on the user's computer, partly on the user's computer, as a stand-alone software package, partly on the user's computer and partly on a remote computer or entirely on the remote computer or server; in the case of a remote computer, the remote computer may be connected to the user's computer through any type of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or the connection may be made to an external computer (for example, through the Internet using an Internet service provider).
The above embodiments are only used to illustrate the technical solutions of the present application, and not to limit the same; although the present application has been described in detail with reference to the foregoing embodiments, it should be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; such modifications and substitutions do not substantially depart from the spirit and scope of the present disclosure, and are intended to be included within the scope of the present disclosure as set forth in the appended claims.
Claims (10)
1. A complaint handling method, comprising:
receiving target voice information sent by first terminal equipment, wherein the first terminal equipment is corresponding to a hotel user;
judging whether the target voice information is complaint information or not, and if the target voice information is the complaint information, determining the complaint type of the complaint information;
and sending a complaint notice to a second terminal device corresponding to the complaint category, wherein the second terminal device is a terminal device corresponding to a hotel worker capable of handling the complaint category.
2. The complaint handling method according to claim 1, wherein the step of determining whether the target voice information is complaint information includes:
converting the target voice information into text information through a preset voice recognition model;
and determining whether the text information is the complaint information or not through a preset classification model.
3. The complaint handling method of claim 1, wherein the step of receiving the target voice information transmitted by the first terminal device includes:
receiving the call voice between the hotel user and the artificial intelligence customer service through the first terminal equipment;
and extracting the target voice information corresponding to the hotel user from the call voice.
4. The complaint handling method according to claim 1, wherein the step of sending a complaint notification to the second terminal device corresponding to the complaint category includes:
judging whether hotel staff corresponding to the second terminal equipment is in a standby state or not according to the terminal activity information acquired by the second terminal equipment;
if so, sending the complaint notice to the second terminal equipment in a one-time notice mode;
and if not, sending the complaint notice to the second terminal equipment in a persistent notice mode.
5. The complaint handling method according to claim 1, characterized by further comprising:
and sending the visual graphic result of the complaint information in the preset time period to a third terminal device, wherein the third terminal device is a terminal device corresponding to a manager in hotel staff.
6. The complaint handling method according to claim 5,
the complaint notice comprises complaint state information corresponding to the complaint information, wherein the complaint state information is a accepted state or an unaccepted state.
7. The complaint handling method according to claim 6, characterized by further comprising:
and when the time for receiving the target voice information reaches a preset time and complaint state updating information sent by the second terminal equipment is not received, sending the complaint notice to the third terminal equipment, wherein the complaint state updating information is used for changing the complaint state information.
8. A complaint processing apparatus characterized by comprising:
the system comprises a receiving unit, a processing unit and a processing unit, wherein the receiving unit is used for receiving target voice information sent by first terminal equipment, and the first terminal equipment is corresponding to a hotel user;
the judging unit is used for judging whether the target voice information is the complaint information or not, and if the target voice information is the complaint information, determining the complaint type of the complaint information;
and a notification unit, configured to send a complaint notification to a second terminal device corresponding to the complaint category, where the second terminal device is a terminal device corresponding to a hotel worker capable of handling the complaint category.
9. An electronic device, comprising at least one processor and at least one memory coupled to the processor, wherein the processor is configured to invoke program instructions in the memory and execute the complaint handling method of any of claims 1-7.
10. A storage medium characterized by comprising a stored program, wherein an apparatus on which the storage medium is located is controlled to execute the complaint processing method according to any one of claims 1 to 7 when the program runs.
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| Application Number | Priority Date | Filing Date | Title |
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| CN202111358269.3A CN114202341A (en) | 2021-11-16 | 2021-11-16 | Complaint processing method and device, electronic device and storage medium |
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| CN202111358269.3A CN114202341A (en) | 2021-11-16 | 2021-11-16 | Complaint processing method and device, electronic device and storage medium |
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| CN114202341A true CN114202341A (en) | 2022-03-18 |
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| CN202111358269.3A Pending CN114202341A (en) | 2021-11-16 | 2021-11-16 | Complaint processing method and device, electronic device and storage medium |
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Cited By (1)
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