CN114943545A - Information processing method, system and storage medium - Google Patents

Abstract

The application provides an information processing method, a system and a storage medium, wherein the information processing comprises the following steps: receiving after-sale request information initiated by a user terminal aiming at after-sale commodities, and responding the after-sale request information in a machine customer service mode, wherein the after-sale request information comprises: an after-market question input by a user for an after-market commodity; determining whether a reply result in the machine customer service mode meets a first preset condition or not, wherein the reply result is used for replying an after-sale question; if the user terminal is matched with the commodity, sending a correlation problem to the user terminal in a machine customer service mode, and collecting correlation information, wherein the correlation problem is determined according to the after-sales commodity and the after-sales problem, and the correlation problem is used for collecting the correlation information of the after-sales commodity to the user; and switching to an artificial customer service mode, and forwarding the associated information to an artificial customer service terminal. The method and the device can effectively shorten the processing flow and the link of the after-sale problem, help the manual customer service to improve the after-sale efficiency, and also improve the satisfaction degree of the user.

Description

Information processing method, system and storage medium

Technical Field

The present application relates to the field of computer technologies, and in particular, to an information processing method, system, and storage medium.

Background

After-market problems in the e-commerce field are complex and varied, for example: commodity quality problems, abnormal use of the commodity, damage to the commodity, and the like. For these after-sales problems, the customer service robot usually only provides some general solutions for users, such as guiding the user to apply for refund and return goods, and cannot provide precise and effective solutions. Therefore, typically, the merchant user does not use the customer service robot to deal with the after-sales problem, but uses manual customer service to perform the after-sales.

At present, when the manual customer service deals with the after-sales problem, the manual customer service needs to interact with the user for multiple times to collect enough information to provide a specific solution, and the problem of low after-sales service efficiency exists.

Disclosure of Invention

Aspects of the present application provide an information processing method, system, and storage medium to solve a problem that current after-market services are inefficient.

A first aspect of an embodiment of the present application provides an information processing method, including: receiving after-sale request information initiated by a user terminal aiming at after-sale commodities, and responding the after-sale request information in a machine customer service mode, wherein the after-sale request information comprises: an after-market question input by a user for an after-market commodity; determining whether a reply result in the machine customer service mode meets a first preset condition or not, wherein the reply result is used for replying an after-sale question; if the user terminal is matched with the commodity, sending a correlation problem to the user terminal in a machine customer service mode, and collecting correlation information, wherein the correlation problem is determined according to the after-sales commodity and the after-sales problem, and the correlation problem is used for collecting the correlation information of the after-sales commodity to the user; and switching to an artificial customer service mode, and forwarding the associated information to an artificial customer service terminal.

A second aspect of the embodiments of the present application provides an information processing system, including:

the receiving module is used for receiving after-sale request information initiated by the user terminal aiming at the after-sale commodity and responding the after-sale request information in a machine customer service mode, wherein the after-sale request information comprises: an after-market question input by a user for an after-market commodity;

the determining module is used for determining whether a reply result in the machine customer service mode meets a first preset condition or not, and the reply result is used for replying an after-sales question;

the collection module is used for sending a correlation problem to the user terminal in a machine customer service mode and collecting correlation information if the correlation problem is met, wherein the correlation problem is determined according to the after-sales commodity and the after-sales problem, and the correlation problem is used for collecting the correlation information of the after-sales commodity to the user;

and the forwarding module is used for switching to the manual customer service mode and forwarding the associated information to the manual customer service terminal.

A third aspect of embodiments of the present application provides a computer-readable storage medium, in which a computer program is stored, and when the computer program runs on an electronic device, the electronic device is caused to execute the information processing method of the first aspect.

A fourth aspect of the embodiments of the present application provides an electronic device, including: a processor, a memory and a computer program stored on the memory and executable on the processor, the processor implementing the information processing method of the first aspect when executing the computer program.

The embodiment of the application is applied to an after-sale problem scene of an e-commerce, and the provided information processing method comprises the following steps: receiving after-sale request information initiated by a user terminal aiming at after-sale commodities, and responding the after-sale request information in a machine customer service mode, wherein the after-sale request information comprises: an after-market question input by a user for an after-market commodity; determining whether a reply result in the machine customer service mode meets a first preset condition or not, wherein the reply result is used for replying an after-sale question; if the user terminal is matched with the commodity, sending a correlation problem to the user terminal in a machine customer service mode, and collecting correlation information, wherein the correlation problem is determined according to the after-sales commodity and the after-sales problem, and the correlation problem is used for collecting the correlation information of the after-sales commodity to the user; and switching to an artificial customer service mode, and forwarding the associated information to an artificial customer service terminal. When the after-sale problem is solved, the problem that the after-sale problem cannot be well solved by the machine customer service is that the machine customer service can collect the associated information of the after-sale commodity, summarize and send the associated information to the manual customer service, so that the manual customer service can solve the after-sale problem quickly and efficiently, the processing flow and the link of the after-sale problem can be effectively shortened, the manual customer service is helped to improve the after-sale efficiency, and the satisfaction degree of a user is also improved.

Drawings

The accompanying drawings, which are included to provide a further understanding of the application and are incorporated in and constitute a part of this application, illustrate embodiment(s) of the application and together with the description serve to explain the application and not to limit the application. In the drawings:

FIG. 1 is a flowchart illustrating steps of an information processing method according to an exemplary embodiment of the present application;

fig. 2 is a schematic diagram of an information processing method according to an exemplary embodiment of the present application;

FIG. 3 is a flowchart illustrating steps of another method for processing information according to an exemplary embodiment of the present application;

FIG. 4 is a schematic diagram of another information processing method provided in an exemplary embodiment of the present application;

FIG. 5 is a schematic diagram of a selection list provided by an exemplary embodiment of the present application;

FIG. 6 is a block diagram of an information handling system according to an exemplary embodiment of the present application;

fig. 7 is a schematic structural diagram of an electronic device according to an exemplary embodiment of the present application.

Detailed Description

In order to make the objects, technical solutions and advantages of the present application more apparent, the technical solutions of the present application will be described in detail and completely with reference to the following specific embodiments of the present application and the accompanying drawings. It should be apparent that the described embodiments are only some of the embodiments of the present application, and not all of the 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 application.

The information processing method provided by the embodiment of the application is applied to the after-sale scene of the e-commerce, wherein the after-sale problem of the e-commerce is complex and various, for example: commodity quality problems, commodity use anomalies, commodity damage and the like. For a wide variety of after-market problems, it is difficult for machine customers to provide an effective solution. If the machine customer service meets complex after-sale problems, accurate solution answers can not be provided according to specific after-sale problems of consumers, only general answers guiding chargeback applications or goods return applications and the like can be provided for the consumers, so that the service quality can be reduced, and due to the fact that the chargeback or the goods return can cause the problem of cost loss, a merchant can avoid using the machine customer service for after-sale services, the utilization rate of the machine customer service is further reduced, if the merchant completely adopts manual customer service for processing, multiple interactions with the consumers are needed, the service efficiency is reduced, and the labor cost is high.

Aiming at the problems that in an after-sale scene of the existing e-commerce, when the problem of after-sale processing of manual customer service exists, the manual customer service needs to interact with a user for multiple times to collect enough information to provide a specific solution, and the efficiency of after-sale service is low, the information processing method provided by the embodiment of the application comprises the following steps: receiving after-sale request information initiated by a user terminal aiming at after-sale commodities, and responding the after-sale request information in a machine customer service mode, wherein the after-sale request information comprises: an after-market question input by a user for an after-market commodity; determining whether a reply result in the machine customer service mode meets a first preset condition or not, wherein the reply result is used for replying an after-sale question; if the user terminal is matched with the commodity, sending a correlation problem to the user terminal in a machine customer service mode, and collecting correlation information, wherein the correlation problem is determined according to the after-sales commodity and the after-sales problem, and the correlation problem is used for collecting the correlation information of the after-sales commodity to the user; and switching to an artificial customer service mode, and forwarding the associated information to an artificial customer service terminal. When the after-sale problem is solved and the after-sale problem cannot be well solved by the machine customer service, the machine customer service can collect the associated information of the after-sale commodity, summarize and send the associated information to the manual customer service, so that the manual customer service can solve the after-sale problem quickly and efficiently, the processing flow and the link of the after-sale problem can be effectively shortened, the manual customer service is helped to improve the after-sale efficiency, and the satisfaction degree of a user is also improved.

In this embodiment, the information processing method may be an information processing method that realizes the whole by means of a cloud computing system. Further, the server performing the information processing method may be a cloud server in order to run various neural network models by virtue of resources on the cloud; as opposed to the cloud, the information processing method may also be applied to a server device such as a conventional server or a server array, and is not limited herein.

In addition, in an application scenario of the embodiment of the application, for example, after a consumer user purchases a commodity through a consumer terminal online, after the consumer user receives the commodity, some after-sale consultation needs to be performed on the commodity, such as problems of commodity breakage, wrong commodity specification, unsuitable commodity and the like. The after-sale problem is solved by the machine customer service firstly, and when the machine customer service cannot solve the after-sale problem or the customer user is dissatisfied with the after-sale problem, the after-sale problem is solved by the manual customer service. Before the manual customer service answers the after-sale problem, the method and the system collect the associated information of the after-sale problem through the machine customer service, then forward the collected associated information to the manual customer service, reduce the number of times of conversation between the manual customer service and a consumer user, further effectively shorten the processing flow and link of the after-sale problem, help the manual customer service to improve the after-sale efficiency, and improve the satisfaction degree of the user.

The technical solutions provided by the embodiments of the present application are described in detail below with reference to the accompanying drawings.

Fig. 1 is a flowchart illustrating steps of an information processing method according to an exemplary embodiment of the present application. As shown in fig. 1, the information processing method specifically includes the following steps:

s101, after-sale request information initiated by a user terminal aiming at after-sale commodities is received, and the after-sale request information is responded in a machine customer service mode.

Referring to fig. 2, the user terminal 21 may refer to a terminal to which a consumer user belongs, and after the consumer user purchases a product online and needs some after-sales service, the user terminal 21 may send an after-sales request message to the server 22. Wherein, the after-sale request information comprises: an after-market problem entered by a user for an after-market good. After-market issues include: the quality of the commodity, the use abnormality of the commodity, the damage of the commodity and the like.

In the embodiment of the present application, the user may run the shopping application through the user terminal 21, click the link of the purchased after-market product, send the link of the after-market product to the server 22, input an after-market question and send the after-market question to the server, and the after-market request information includes the after-market question and the after-market product. In addition, if the user sends the after-market problem to the server 22 only through the user terminal 21 and does not send the after-market product, the server 22 may query the user's purchase record of the after-market product according to the user attribute information such as the user's identification, and the user may confirm whether to consult the current after-market product. In the embodiment of the present application, the user terminal 21 may send the after-sales request information to the server 22 in various ways.

Further, after the server 22 receives the after-sales request message, the server 22 responds to the after-sales request message in a machine customer service mode, that is, the server 22 solves the after-sales problem.

Further, the user terminal 21 may transmit any information for goods to the server 22, and the server 22 determines that the information is pre-sale consultation information or post-sale request information by recognizing the content of the information.

S102, whether the reply result in the machine customer service mode meets a first preset condition is determined.

Wherein, the reply result is used for indicating the reply mode of the after-sale question and/or the feedback result of the user. And if the answer result meets the first preset condition, determining that the after-sale question needs to be answered by manual customer service. And if the answer result does not meet the first preset condition, determining that the after-sale question does not need to be answered by manual customer service, and answering the after-sale question by machine customer service.

In an alternative embodiment, the first preset condition is that the reply result includes: aiming at the after-sales problem, no preset reply information exists, or the preset reply information exists and the preset reply information accords with a second preset condition, wherein the second preset condition comprises that: and the feedback result of the user terminal aiming at the preset reply information is negative feedback or the feedback result is a request for manual customer service.

Specifically, for different after-sales questions, preset reply information is stored in advance. If the answer result is that the pre-stored preset answer information does not exist, the first preset condition can be determined to be met, and the after-sale problem needs to be solved by manual customer service. In addition, if the response result includes the pre-stored preset response information, the server sends the preset response information to the user terminal, if the user is unsatisfied with the preset response information, negative feedback is sent to the server through the user terminal, and in this case, the response result is also determined to meet the first preset condition, and the response mode of the after-sales question is indicated to be that the after-sales question needs to be answered by a manual customer service. The other mode is that the user requests the manual customer service through the user terminal, the preset reply information is determined to accord with the second preset condition, the reply result can be determined to accord with the first preset condition, and the reply mode of the after-sales question is indicated to be that the manual customer service is needed to reply the after-sales question.

Further, if the reply result does not meet the first preset condition, it can be understood that the user is satisfied with the preset reply information of the machine customer service, and manual customer service is not needed.

In the embodiment of the application, the user can be determined to need the manual customer service through other modes. For example, when a user directly requests for manual customer service when presenting an after-sales problem, after-sales request information is sent to a server through a user terminal, the after-sales request information comprises a manual customer service request, and then the server determines that the manual customer service is needed, and then subsequent problem collection is performed.

In an optional embodiment, the server may also store a correspondence between the after-sales problem and a service mode in advance, where the service mode includes: machine customer service and manual customer service. And after receiving the after-sales problem, the server determines whether the service is machine service or manual service according to the corresponding relation. If the machine customer service is the machine customer service, the machine customer service is adopted to solve the after-sale problem; and if the service is the artificial customer service, collecting the associated information by adopting the machine customer service, and then forwarding the collected associated information to the artificial customer service terminal for the artificial customer service.

In the embodiment of the application, whether the after-sale question belongs to the problem solved by the manual customer service or the problem solved by the machine customer service is determined in various ways, so that the solution efficiency of the after-sale question can be improved.

And S103, if the answer is met, sending the association problem to the user terminal in a machine customer service mode, and collecting association information.

The association problem is determined according to the after-sales commodity and the after-sales problem, and the association problem is used for collecting association information of the after-sales commodity to a user.

In particular, a plurality of association questions may be included, each for collecting corresponding association information. Further, the correspondence of after-market merchandise, after-market issues, and associated issues may be stored in advance. And then sending the association problem to the user terminal, receiving reply information of the user terminal aiming at the association problem, and extracting the reply information to obtain the association information.

For example, a plurality of association questions may be set in advance for the after-sale questions of different types of after-sale products, and when the after-sale questions for the after-sale products are received, the plurality of association questions may be acquired and sent to the user terminal for collecting association information. Referring to table 1, in table 1, a plurality of after-market problems may be stored in advance for the after-market product "short sleeves", each of which corresponds to a plurality of associated problems. And then the server determines corresponding associated problems according to the after-sale commodities and the after-sale problems, and then the associated problems can be sent to the user terminal in a machine customer service mode to collect associated information. For example, the user may reply "yes" to whether the swing was picked, and the collected association information may be the picked swing. If the user does not pass through, the user can reply to "no", and the collected association information is not passed through. If the user can reply to yes for water washing, the collected associated information is water washing. If the user can reply to ' beat wrong goods ' for the delivery of wrong goods or the beating wrong goods ', the collected associated information is ' beating wrong goods '. For the goods needing to be returned or changed, the user can reply to the 'change', and the collected associated information requests the 'change' for the user.

Further, the user can reply to each associated question, and then the server determines corresponding associated information according to the replied reply information and the associated question. In addition, the user may also reply to a part of the associated question, which is not limited herein.

In the embodiment of the application, after the server determines that the manual customer service is needed, a machine customer service mode can be adopted, the corresponding association problem is rapidly determined according to the after-sales commodity and the after-sales problem, and then the server performs man-machine conversation with the user, so that the collection of the association information is realized, the rapid and efficient information collection is achieved, the collection time of the association information is reduced, and the efficiency of the after-sales service is improved.

TABLE 1

And S104, switching to an artificial customer service mode, and forwarding the associated information to an artificial customer service terminal.

The system comprises a user terminal, a machine customer service server, a user terminal and a manual customer service terminal, wherein the machine customer service server and the manual customer service server can be preset, in the machine customer service server mode, the machine customer service server and the user terminal are used for man-machine conversation, and in the manual customer service server mode, the manual customer service terminal and the user terminal are used for man-machine conversation.

In the embodiment of the application, the artificial customer service terminal may be a merchant terminal, in addition, the server further sends the after-sale commodity and the after-sale problem to the artificial customer service terminal, the artificial customer service at the artificial customer service terminal side may solve the after-sale problem of the after-sale commodity according to the associated information, determine the answer result, and then send the answer result to the user terminal through the server.

Illustratively, for the after-market merchandise being short sleeves, the after-market problem is improper size, and the collected associated information is that the swing ticket has been picked, no pass, washed, a wrong shot, and the user requests "change of goods". The post-sale resolution information entered by the human customer service may be "because you took a mistake and washed to affect resale, so that the goods cannot be changed". The specific after-sale solution information may be determined by a human customer service according to the actual requirements of the merchant, which is not limited herein.

The information processing method provided by the embodiment of the application comprises the following steps: receiving after-sale request information initiated by a user terminal aiming at after-sale commodities, and responding the after-sale request information in a machine customer service mode, wherein the after-sale request information comprises: an after-market question input by a user for an after-market commodity; determining whether a reply result in the machine customer service mode meets a first preset condition or not, wherein the reply result is used for replying an after-sale question; if the user terminal is matched with the commodity, sending a correlation problem to the user terminal in a machine customer service mode, and collecting correlation information, wherein the correlation problem is determined according to the after-sales commodity and the after-sales problem, and the correlation problem is used for collecting the correlation information of the after-sales commodity to the user; and switching to an artificial customer service mode, and forwarding the associated information to an artificial customer service terminal. When the after-sale problem is solved, the problem that the after-sale problem cannot be well solved by the machine customer service is that the machine customer service can collect the associated information of the after-sale commodity, summarize and send the associated information to the manual customer service, so that the manual customer service can solve the after-sale problem quickly and efficiently, the processing flow and the link of the after-sale problem can be effectively shortened, the manual customer service is helped to improve the after-sale efficiency, and the satisfaction degree of a user is also improved.

Fig. 3 is a flowchart illustrating steps of a training process of an image recognition model according to an exemplary embodiment of the present application. As shown in fig. 3, the method specifically includes the following steps:

s301, after-sale request information initiated by the user terminal aiming at the after-sale commodity is received, and the after-sale request information is responded in a machine customer service mode.

S302, determining at least one corresponding associated problem according to the after-sale commodities and the after-sale problems.

Referring to fig. 4, the user terminal transmits after-market request information including after-market problems for after-market goods to the server. The server first determines whether there is a corresponding preset reply message according to the after-sales request message, and if not, executes S302. If yes, sending the preset reply information to the user terminal, sending a feedback result to the server by the user terminal aiming at the preset reply information, and if the feedback result meets a second preset condition, wherein the second preset condition comprises that: if the feedback result is negative feedback or the feedback result is a request for manual customer service, S302 is performed. If the feedback result does not meet the second preset condition, if the feedback result is positive feedback or the feedback result of the user terminal is not received, the process is ended.

Further, before the associated information is collected, at least one associated problem is determined according to the after-sales commodity and the after-sales problem. An alternative may be found in table 1 and will not be described further herein.

Alternatively, determining the corresponding at least one associated problem according to the after-market goods and the after-market problems includes: determining similar commodities of the after-sale commodities; according to historical after-sale information of similar commodities when corresponding after-sale problems are processed, the historical after-sale information is dialogue information for solving the after-sale problems of the similar commodities; and summarizing and analyzing the historical after-sale information to obtain at least one associated problem.

The similar goods and the after-sale goods are the same category goods, for example, if the after-sale goods are short sleeves, the similar goods are also short sleeves, and if the after-sale goods are cups, the similar goods are also cups. Further, similar commodities refer to commodities for which after-sale problems have occurred in the history stage. When similar commodities have the same after-sale problems in a history stage, human-human conversation with a user corresponding to the similar commodities is the history after-sale information when the after-sale problems are solved by adopting manual customer service, at least one associated problem can be obtained after the history after-sale information is summarized and summarized, and the associated problem is used as the problem to be asked for the user terminal in the follow-up process of the application.

In addition, the similar commodities can be multiple, and the association problem is obtained by carrying out inductive analysis on the multiple similar commodities. In the embodiment of the present application, historical after-sales information of similar products may be subjected to induction analysis in advance to obtain at least one associated problem, and the similar products, the after-sales problems, and the associated problems are stored in a corresponding manner, so that the associated problems of the after-sales products with respect to the after-sales problems may be directly obtained when determining the associated problems of the after-sales products with respect to the after-sales problems.

Illustratively, referring to table 2, after-market items have similar items: the short sleeve A, the short sleeve B and the short sleeve C are used for summarizing and summarizing the obtained associated problem of whether the short sleeve A passes through the historical after-sale information corresponding to the short sleeve A, whether the obtained associated problem of whether the short sleeve B picks up the hangtag and is washed with water or not, and whether the obtained associated problem of whether the short sleeve C sends wrong goods or takes wrong goods and needs to change goods or return goods or not according to the historical after-sale information corresponding to the short sleeve C, and the associated problem summarized and summarized corresponding to the short sleeve A, the short sleeve B and the short sleeve C is used as the associated problem corresponding to the commodity category and is also the associated problem corresponding to the after-sale problem of the after-sale commodity in the embodiment of the application.

TABLE 2

Further, the association problem and the after-market problem are associated, for example, if the after-market problem described by the user relates to the smell of the after-market item, the association problem does not require the user to provide video or picture association information.

In the embodiment of the application, by mining the historical after-sale information of the similar goods with the after-sale problems, the information which needs to be collected when the historical manual customer service deals with the after-sale problems corresponding to the similar goods can be obtained, and then the association problem is determined, so that the corresponding association information is collected for the user, the accurate association problem is correspondingly determined aiming at the different after-sale problems of the different after-sale goods, and the accurate collection of the association information is further realized.

S303, generating a selection list according to the plurality of associated problems.

Including a plurality of associated questions.

Before step S303, it may happen that before the server does not send the association problem to the user terminal, the user terminal has sent some related information about the after-sales product to the server, the server may first obtain the related information sent by the user terminal, extract the association information corresponding to the association problem from the related information, and if the corresponding association information is obtained, then it is not necessary to send the association problem to the user.

Further, if the associated information corresponding to the associated question is determined, the associated question may be marked as "filled", and other associated questions may be marked as "unprocessed". And subsequently collecting the associated information corresponding to the associated problem marked as 'unprocessed'.

For example, the associated questions include: whether to pick the hang tag, whether to pass, whether to wash with water, whether to deliver the wrong goods or beat the wrong goods, and whether to change the goods or return the goods. If the user terminal sends the user requirement return to the server, the associated problem of 'the fifth is required to be changed or returned' is marked as 'filled', and then the associated problem of 'the fifth is required to be changed or returned' is not sent to the user terminal any more.

Further, in the remaining associated problems, "whether to pick the hang tag, whether to pass, whether to wash with water, and whether to deliver the wrong goods or beat the wrong goods" are determined, which associated problems can be enumerated, for example, the associated problems "whether to pick the hang tag, whether to pass, and whether to wash with water" can be asked in an enumerated manner, and then a selection list is generated. Selection list referring to selection list 51 in fig. 5. The selection list comprises a plurality of enumerable associated questions, and each associated question corresponds to a 'yes' option and a 'no' option for the user to select.

S304, the selection list is sent to the user terminal.

Wherein, the selection list is used for indicating the user to reply the associated question by clicking. Specifically, the selection list is sent to the user terminal, and the user only needs to select yes or no for each association problem, so that the user operation is simplified, the user experience is improved, and the collection efficiency of association information is improved.

S305, receiving the selection result for the selection list sent by the user terminal.

Referring to fig. 5, in the selection list 52, the user selects each of the related questions in the selection list, and the obtained selection result is yes or no for each related question. The user can reply the association problem in a click mode, so that the user can conveniently reply the association problem, and the collection result of the association problem is improved.

S306, determining the associated information according to the plurality of associated problems and the corresponding selection results.

The association information may be determined according to a selection result corresponding to the association problem. For example, referring to fig. 5, if the selection result of "whether to remove a swing ticket" is "no", the corresponding associated information is "no swing ticket". The result of the selection of "pass or not" is "yes", and the corresponding association information is "passed". If the selection result for "water washing or not" is "no", the corresponding association information is "no pass".

In the embodiment of the present application, if the association problem of the association information has been collected is marked as "filled".

And S307, sequentially sending the associated questions to the user terminal in a dialogue mode according to the preset sequence of the associated questions.

In an optional embodiment, for all the association problems, a polling dialog mode is adopted to sequentially send the association problems to the user terminal, and corresponding association information is correspondingly and sequentially collected. For example, for the association problem of 'whether to pick up a hang tag, whether to pass through, whether to wash with water, whether to deliver a wrong goods or take a wrong goods, and whether to change goods or return goods', the corresponding association information is collected by conversation in sequence.

In another alternative embodiment, the remaining associated questions marked as "unprocessed" may be collected to the user in a dialog manner after the associated questions marked as "populated" in other manners (e.g., selecting a list). For example, after S303 to S306, if there is a correlation problem "whether to send a wrong delivery or to take a wrong delivery" as an unprocessed correlation problem, the correlation problem is sent to the user terminal for collecting the correlation information of the user for the correlation problem.

Wherein, adopt the mode of dialogue to send the associated problem to user terminal in proper order, include: determining a dependency relationship between the current associated problem and the determined associated problem, wherein the determined associated problem is the associated problem of which the associated information is obtained; and if the dependency relationship indicates that the determined association problem indicates that the association information of the current association problem is not needed, sending the next association problem to the user terminal.

The dependency relationship among the multiple association problems can be preset, and the dependency relationship indicates that when the association information of one association problem is preset information, another association problem having a dependency relationship with the association problem does not need to be sent to the user terminal. For example, there is a dependency relationship between the determined association problem "whether the swing ticket is picked" and the current association problem "whether the swing ticket passes" and, if the corresponding association information collected by the determined association problem "whether the swing ticket is picked" is "no swing ticket is picked", it is determined that it is not necessary to send the association problem "whether the swing ticket passes" to the user terminal according to the dependency relationship, and then the next association problem is determined, and if the dependency relationship between the association problem "whether the swing ticket is washed" and the determined association problem is continuously determined. If the corresponding association information collected by the association problem of 'picking or not picking the hang tag' is 'picked hang tag', the current association problem of 'passing or not' is determined to be required to be sent to the user terminal.

Further, the step of sequentially sending the associated questions to the user terminal in a dialogue manner includes: if the association information aiming at the current association problem is not received within the preset time, marking the state of the current association problem as processed; the next associated question is sent to the user terminal.

Specifically, if a related question is sent to the user terminal, but the related information of the user for the related question is not received within the preset time, it may be determined that the user does not want to answer the related question, or the related information of the related question cannot be provided, the "unprocessed" related question is marked as "processed", and then the related information corresponding to the next related question is collected.

In the embodiment of the application, each association problem can be sent to the user terminal, and the user can reply to part or all of the association problems according to the self requirement, so that the maximum collection of the association information is realized, and the user experience can be improved.

S308, receiving the association information sent by the user terminal aiming at each association problem.

The user may reply to the associated information for each associated question, or reply to the associated information for a part of the associated questions. In addition, the user can directly reply the associated information for each associated question and reply other reply information for each associated question.

S309, if the association problems of the continuous preset number are marked as processed, determining that the association information collection is finished.

If the user has the continuous preset number of associated problems marked as processed and the user is determined not to want to have conversation again, the associated information collection is determined to be finished.

In this embodiment, referring to fig. 4, if all the associated information is collected, or all the associated questions are sent to the user terminal, or a preset number of associated questions are marked as processed, it may be determined that the associated information collection is finished, and then the next process is performed to summarize the collected associated information. If the collection of the related information is not completed, the collection of the related information may be continued.

Further, the collected associated information may be summarized and summarized, and the collected associated information may be arranged according to a preset sequence, and the arranged associated information is forwarded to the manual customer service terminal.

And S310, under the condition that the collection of the associated information is finished, switching to a manual customer service mode, and forwarding the collected associated information to a manual customer service terminal.

Referring to fig. 4, after forwarding the collected associated information to the manual customer service terminal, the process is ended. Further, the artificial customer service at the artificial customer service terminal side can determine the answer result according to the collected associated information, and then send the answer result to the user terminal, so as to solve the after-sale problem.

In the embodiment of the application, a man-machine cooperation mode is fully utilized, for complex after-sale problems, the machine customer service collects relevant information through interaction with a user before handing over the artificial customer service, the artificial customer service only needs to provide a corresponding answer result based on the information collected by the machine customer service, accurate and quick answer to the after-sale problems of the user is realized, the satisfaction degree of the user is improved, the effect is improved for the artificial customer service, and the labor cost is saved for merchants.

In the embodiment of the present application, referring to fig. 6, in addition to providing an information processing method, there is provided an information processing system 60, the information processing system 60 including:

a receiving module 61, configured to receive after-sale request information initiated by a user terminal for an after-sale product, and respond to the after-sale request information in a machine customer service mode, where the after-sale request information includes: an after-market question input by a user for an after-market commodity;

the determining module 62 is configured to determine whether a reply result in the machine customer service mode meets a first preset condition, where the reply result is used for replying an after-sales question;

a collecting module 63, configured to send a correlation problem to the user terminal in the machine customer service mode if the correlation problem matches the machine customer service mode, and collect correlation information, where the correlation problem is determined according to the after-sales commodity and the after-sales problem, and the correlation problem is used to collect the correlation information of the after-sales commodity for the user;

and the forwarding module 64 is used for switching to the manual customer service mode and forwarding the associated information to the manual customer service terminal.

In an alternative embodiment, the first preset condition is that the reply result includes: the preset reply information does not exist or exists and accords with a second preset condition, and the second preset condition comprises that: and the feedback result of the user terminal aiming at the preset reply information is negative feedback or the feedback result is a request for manual customer service.

In an alternative embodiment, a first determining module (not shown) is further included for determining the corresponding at least one associated question based on the after-market merchandise and the after-market question.

In an optional embodiment, the first determining module is specifically configured to determine similar commodities of the after-sale commodity; according to historical after-sale information of similar commodities when corresponding after-sale problems are processed, the historical after-sale information is dialogue information for solving the after-sale problems of the similar commodities; and summarizing and analyzing the historical after-sale information to obtain at least one associated problem.

In an optional embodiment, the collection module 63 is specifically configured to: if the plurality of associated problems can be enumerated, generating a selection list according to the plurality of associated problems; sending a selection list to the user terminal, wherein the selection list is used for indicating the user to reply the association problem in a click mode; receiving a selection result aiming at the selection list sent by the user terminal; and determining the associated information according to the plurality of associated problems and the corresponding selection result.

In an optional embodiment, the collection module 63 is specifically configured to: sending the association problems to the user terminal in sequence in a dialogue mode according to a preset sequence of the association problems; and receiving the association information sent by the user terminal aiming at each association problem.

In an optional embodiment, when the collecting module 63 sequentially sends the association questions to the user terminal in a dialog manner, the collecting module is specifically configured to: determining a dependency relationship between the current associated problem and the determined associated problem, wherein the determined associated problem is the associated problem of which the associated information is acquired; and if the dependency relationship indicates that the determined association problem indicates that the association information of the current association problem is not needed, sending the next association problem to the user terminal.

In an optional embodiment, when the collecting module 63 sequentially sends the association questions to the user terminal in a dialog manner, the collecting module is specifically configured to: if the associated information aiming at the current associated problem is not received within the preset time, marking the state of the current associated problem as processed; the next associated question is sent to the user terminal.

In an optional embodiment, the forwarding module 64 is specifically configured to: and under the condition that the collection of the associated information is finished, switching to a manual customer service mode, and forwarding the collected associated information to a manual customer service terminal.

In an optional embodiment, the system further includes a second determining module (not shown), specifically configured to determine that the collection of the associated information is finished if a preset number of consecutive associated problems are marked as processed.

According to the information processing system provided by the embodiment of the application, when the after-sale problem is solved, the after-sale problem cannot be well solved by the machine customer service, the machine customer service can collect the associated information of the after-sale commodity, and the associated information is summarized and sent to the manual customer service, so that the manual customer service can rapidly and efficiently solve the after-sale problem, the processing flow and the link of the after-sale problem can be effectively shortened, the manual customer service is helped to improve the after-sale efficiency, and the satisfaction degree of a user is also improved.

In addition, in some of the flows described in the above embodiments and the drawings, a plurality of operations are included in a certain order, but it should be clearly understood that the operations may be executed out of the order presented herein or in parallel, and only for distinguishing between different operations, and the sequence number itself does not represent any execution order. Additionally, the flows may include more or fewer operations, and the operations may be performed sequentially or in parallel. It should be noted that, the descriptions of "first", "second", etc. in this document are used for distinguishing different messages, devices, modules, etc., and do not represent a sequential order, nor limit the types of "first" and "second" to be different.

Fig. 7 is a schematic structural diagram of an electronic device according to an example embodiment of the present application. As shown in fig. 7, the electronic apparatus 70 includes: a processor 71, and a memory 72 communicatively coupled to the processor 71, the memory 72 storing computer-executable instructions.

The processor executes the computer execution instructions stored in the memory to implement the information processing method provided by any of the above method embodiments, and specific functions and technical effects that can be achieved are not described herein again.

The embodiment of the present application further provides a computer-readable storage medium, in which computer-executable instructions are stored, and when the computer-executable instructions are executed by a processor, the computer-executable instructions are used to implement the information processing method provided by any one of the above method embodiments.

An embodiment of the present application further provides a computer program product, where the program product includes: the computer program is stored in a readable storage medium, and at least one processor of the electronic device can read the computer program from the readable storage medium, and the at least one processor executes the computer program to enable the electronic device to execute the information processing method provided by any method embodiment.

In the several embodiments provided in the present application, it should be understood that the disclosed system and method may be implemented in other ways. For example, the above-described system embodiments are merely illustrative, and for example, a division of a unit is only a logical division, and other divisions may be realized in practice, for example, multiple 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 through some interfaces, systems or units, and may be in an electrical, mechanical or other form.

Units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.

In addition, functional units in the embodiments of the present application may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, or in a form of hardware plus a software functional unit.

The integrated unit implemented in the form of a software functional unit may be stored in a computer readable storage medium. The software functional unit is stored in a storage medium and includes several instructions to enable a computer device (which may be a personal computer, a server, or a network device) or a processor (processor) to execute some steps of the methods according to the embodiments of the present application. And the aforementioned storage medium includes: various media capable of storing program codes, such as a usb disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk, or an optical disk.

It is obvious to those skilled in the art that, for convenience and simplicity of description, the foregoing division of the functional modules is merely used as an example, and in practical applications, the above functions may be distributed by different functional modules according to needs, that is, the internal structure of the system is divided into different functional modules to complete all or part of the above described functions. For the specific working process of the system described above, reference may be made to the corresponding process in the foregoing method embodiment, which is not described herein again.

Other embodiments of the present application will be apparent to those skilled in the art from consideration of the specification and practice of the invention disclosed herein. This application is intended to cover any variations, uses, or adaptations of the invention following, in general, the principles of the application and including such departures from the present disclosure as come within known or customary practice within the art to which the invention pertains. It is intended that the specification and examples be considered as exemplary only, with a true scope and spirit of the application being indicated by the following claims.

It will be understood that the present application is not limited to the precise arrangements described above and shown in the drawings and that various modifications and changes may be made without departing from the scope thereof. The scope of the application is limited only by the appended claims.

Claims (12)

1. An information processing method, characterized by comprising:

receiving after-sale request information initiated by a user terminal aiming at after-sale commodities, and responding the after-sale request information in a machine customer service mode, wherein the after-sale request information comprises: an after-market question input by a user for an after-market commodity;

determining whether a reply result in the machine customer service mode meets a first preset condition, wherein the reply result is used for replying the after-sales question;

if the user terminal is matched with the machine customer service mode, sending a correlation problem to the user terminal in the machine customer service mode, and collecting correlation information, wherein the correlation problem is determined according to the after-sales commodity and the after-sales problem, and the correlation problem is used for collecting the correlation information of the after-sales commodity to the user;

and switching to an artificial customer service mode, and forwarding the associated information to an artificial customer service terminal.

2. The information processing method according to claim 1, wherein the first preset condition that the reply result is the reply result includes: aiming at the after-sales problem, no preset reply information exists, or preset reply information exists, and the preset reply information accords with a second preset condition, wherein the second preset condition comprises that: and the feedback result of the user terminal aiming at the preset reply information is negative feedback or the feedback result is a request for manual customer service.

3. The information processing method according to claim 1, before sending the association question to the user terminal in the machine service mode, further comprising:

and determining at least one corresponding associated problem according to the after-sale commodities and the after-sale problems.

4. The information processing method of claim 3, wherein the determining the corresponding at least one associated question based on the after-market item and the after-market question comprises:

determining similar commodities of the after-sale commodities;

according to historical after-sale information of the similar commodities when corresponding after-sale problems are processed, wherein the historical after-sale information is dialogue information for solving the after-sale problems of the similar commodities;

and carrying out induction analysis on the historical after-sale information to obtain the at least one associated problem.

5. The information processing method according to any one of claims 1 to 4, comprising a plurality of association questions, wherein the sending association questions to the user terminal in the machine customer service mode and collecting association information comprises:

generating a selection list according to the plurality of associated problems;

sending the selection list to the user terminal, wherein the selection list is used for indicating the user to reply the associated problem in a click mode;

receiving a selection result aiming at the selection list sent by the user terminal;

and determining the associated information according to the plurality of associated problems and the corresponding selection result.

6. The information processing method according to any one of claims 1 to 4, comprising a plurality of association questions, wherein the sending association questions to the user terminal in the machine customer service mode and collecting association information comprises:

according to the preset sequence of the plurality of associated problems, sequentially sending the associated problems to the user terminal in a dialogue mode;

and receiving the association information sent by the user terminal aiming at each association problem.

7. The information processing method according to claim 6, wherein the sending the associated questions to the user terminal in sequence in a dialog manner includes:

determining a dependency relationship between a current association problem and a determined association problem, wherein the determined association problem is an association problem of which association information is obtained;

and if the dependency relationship indicates that the determined association problem indication does not need the association information of the current association problem, sending the next association problem to the user terminal.

8. The information processing method according to claim 7, wherein the sending the associated questions to the user terminal in sequence in a conversational manner includes:

if the associated information aiming at the current associated problem is not received within the preset time, marking the state of the current associated problem as processed;

and sending the next associated question to the user terminal.

9. The information processing method according to claim 8, wherein the switching to the manual customer service mode and forwarding the associated information to the manual customer service terminal comprises:

and under the condition that the collection of the associated information is finished, switching to an artificial customer service mode, and forwarding the collected associated information to an artificial customer service terminal.

10. The information processing method according to claim 9, wherein before switching to the manual service mode and forwarding the collected associated information to the manual service terminal when the associated information collection is completed, the method further comprises:

and if the association problems of the continuous preset number are marked as processed, determining that the association information collection is finished.

11. An information processing system, comprising:

a receiving module, configured to receive after-sale request information initiated by a user terminal for an after-sale commodity, and respond to the after-sale request information in a machine customer service mode, where the after-sale request information includes: an after-market question input by a user for an after-market commodity;

the determining module is used for determining whether a reply result in the machine customer service mode meets a first preset condition or not, and the reply result is used for replying the after-sales question;

a collecting module, configured to send a correlation problem to the user terminal in the machine customer service mode if the correlation problem is met, and collect correlation information, where the correlation problem is determined according to the after-sale commodity and the after-sale problem, and the correlation problem is used to collect the correlation information of the after-sale commodity for the user;

and the forwarding module is used for switching to an artificial customer service mode and forwarding the associated information to the artificial customer service terminal.

12. A computer-readable storage medium, characterized in that a computer program is stored therein, which, when run on an electronic device, causes the electronic device to execute an information processing method according to any one of claims 1 to 10.

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