CN116011729A - Method and system for automatically distributing retail complaint management opinion sheets - Google Patents
Method and system for automatically distributing retail complaint management opinion sheets Download PDFInfo
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Abstract
The invention provides a method and a system for automatically distributing a retail complaint management opinion bill, comprising an opinion bill report generation step, an opinion bill automatic dispatch step and a striping classification step; opinion report generation robot: the robot logs in a retail complaint management system, searches out regulations to extract information, clicks in to check and extract key fields, and integrates the extracted field information to generate a report; opinion bill automatic dispatch robot: the robot logs in a retail complaint management system, automatically identifies the items to be dispatched, inquires about the responsible person for dispatch according to the corresponding mechanism, and automatically distributes the complaint sheets; the strip line classifying step comprises a strip line classifying robot: the robot logs in the retail complaint management system, clicks the litigation list, downloads Excel, extracts customer opinion content and carries out striping classification matching according to the striping classification keyword list. The invention improves the complaint opinion list distribution efficiency and saves the labor cost.
Description
Technical Field
The invention relates to the technical field of process robots, in particular to a method and a system for automatically distributing a retail complaint management opinion sheet, and especially relates to a method for automatically distributing a retail complaint management system opinion sheet based on an intelligent process robot.
Background
The line complaint management post must click the complaint opinion sheets one by one in the complaint system, enter the detail page to check the 'maintenance line' information, find the salesperson of the related branch line from the address book, send the complaint opinion sheets to the salesperson, and the work takes 3-4 minutes for each worker on average. The line complaint management post is required to derive a complaint information detail table from the complaint management system, read the detailed information of the complaint opinion sheet one by one, judge the business type related to the complaint opinion sheet according to the customer opinion content in the information, and classify the business. For example, the clients describe the problem of the loss of the funds and should be categorized into the financial management department; the customer describes the overdue problem of the loan and classifies the overdue problem into the personal loan department.
Disclosed in patent document with publication number CN110428328A is a one-key right complaint system and method based on blockchain technology, which relates to the technical field of internet platform, comprising: the system comprises a tracing platform, a monitoring end, a merchant end and a public end which are used as nodes in a block chain; the tracing platform is used for acquiring complaint requests and right-of-right information of the public end, carrying out one-key right-of-right operation according to the right-of-right information, uploading information of each node in the right-of-right case processing process to the block chain, and sending the right-of-right case information to a supervision end in a jurisdiction to which a merchant end belongs; the one-key right maintenance operation comprises tracing and evidence obtaining of historical transaction information in the blockchain; the supervision terminal is used for receiving the right-of-the-case information and uploading the right-of-the-case processing process information to the block chain; the public terminal is used for initiating a right-maintaining request and uploading right-maintaining information; the merchant terminal is used for uploading transaction information to the blockchain; by introducing advanced blockchain technology and electronic evidence obtaining technology, the electronic evidence rights-maintaining complaint system with double tamper resistance is realized.
Aiming at the related technology, the inventor considers that the prior art has the problems of single dispatch of retail complaints, heavy manual burden and low efficiency; therefore, a new solution is needed to improve the above technical problems.
Disclosure of Invention
Aiming at the defects in the prior art, the invention aims to provide a method and a system for automatically distributing retail complaint management opinion sheets.
According to the method for automatically distributing the retail complaint management opinion sheets, which is provided by the invention, the method comprises an opinion sheet report generation step, an opinion sheet automatic dispatch step and a strip line classification step;
the opinion report generating step comprises the opinion report generating robot: the robot logs in a retail complaint management system, searches out regulations to extract information, clicks in to check and extract key fields, and integrates the extracted field information to generate a report;
the single step of automatic dispatch of the opinion sheets comprises an automatic dispatch robot of the opinion sheets: the robot logs in a retail complaint management system, automatically identifies the items to be dispatched, inquires about the responsible person for dispatch according to the corresponding mechanism, and automatically distributes the complaint sheets;
the strip line classifying step comprises a strip line classifying robot: the robot logs in the retail complaint management system, clicks the litigation list, downloads Excel, extracts customer opinion content and carries out striping classification matching according to the striping classification keyword list.
Preferably, the opinion report generating step includes the steps of:
step S1: starting a main program of the flow robot, and initializing a system and parameters;
step S2: after step S1, the process robot automatically logs in the customer complaint management system, if the login is successful, the step S3 is entered; if the login fails, the step S2 is restarted;
step S3: after step S2, the flow robot automatically accesses the customer complaint management system to inquire the opinion bill with the receipt time limit of the day;
step S4: after the step S3, the flow robot automatically acquires the inquired opinion bill and generates an opinion bill report;
step S5: after step S4, the process robot sequentially and automatically accesses the customer complaint management system according to the opinion bill number in the opinion bill report, and inquires about the detail information of the opinion bill and the information of the current processor;
step S6: after step S5, the process robot automatically acquires information queried by the customer complaint management system;
step S7: after step S6, the process robot automatically processes the queried information according to the business rules;
step S8: after the step S7, the flow robot automatically writes the processed information data into the flow robot and generates a daily opinion single timeliness report;
Step S9: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
Preferably, the number of times of repeating the operation of step S2 in step S2 is 3.
Preferably, the opinion sheet automatic dispatch step comprises the following steps:
step 1: starting a main program of the flow robot, and initializing a system and parameters;
step 2: after the step 1, the process robot automatically logs in a customer complaint management system, and if the login is successful, the step 3 is entered; if the login fails, the step 2 is restarted, and the operation times are repeated for 3 times;
step 3: after the step 2, the process robot automatically accesses the customer complaint management system, enters a retrieval module and inquires the current day opinion bill;
step 4: after the step 3, the flow robot automatically acquires the inquired opinion single number data and generates an opinion single dispatch information table;
step 5: after the step 4, the flow robot sequentially and automatically accesses the customer complaint management system according to the opinion bill numbers in the opinion bill distribution information table to inquire opinion bill information;
step 6: after the step 5, the flow robot automatically judges whether the opinion sheets need to be distributed, if yes, the flow robot enters the step 7, and if not, the flow robot does not need to be distributed, and enters the step 10;
Step 7: after the step 6, the process robot automatically acquires the learned person data in the local business data folder;
step 8: after the step 7, the flow robot automatically enters an opinion bill interface, fills in dispatch information and performs opinion bill delivery;
step 9: after the step 8, the flow robot returns to the dispatch state after completing automatic dispatch and writes the dispatch state into the opinion list dispatch information table of the current day;
step 10: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
Preferably, the strip line classifying step includes the steps of:
step A1: starting a main program of the flow robot, and initializing a system and parameters;
step A2: after the step A1, the process robot automatically logs in a customer complaint management system, and if the login is successful, the step A3 is entered; if the login fails, re-operating the step A2, and repeating the operation for 3 times;
step A3: after the step A2, the process robot automatically accesses the customer complaint management system, enters a complaint detail report module, and inquires a reporting table according to the specified business rule;
step A4: after the step A3, the flow robot automatically downloads the inquired complaint detail report into the appointed folder;
Step A5: after the step A4, the flow robot sequentially and automatically accesses the customer complaint management system according to the opinion bill number in the complaint detail report, and inquires about the opinion bill detailed information;
step A6: after the step A5, the flow robot automatically acquires the content of the specified field in the opinion bill detailed information;
step A7: after the step A6, the process robot automatically reads the key field matching table to acquire a business processing rule;
step A8: after the step A7, the flow robot automatically performs strip line classification processing according to the acquired business processing rules;
step A9: after the step A8, the process robot automatically generates a current day strip line classification report and places the current day strip line classification report in a production environment designated folder;
step A10: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
The invention also provides a system for automatically distributing the retail complaint management opinion sheets, which comprises an opinion sheet report generating system, an opinion sheet automatic dispatch system and a strip line classification system;
the opinion report generation system comprises an opinion report generation robot: the robot logs in a retail complaint management system, searches out regulations to extract information, clicks in to check and extract key fields, and integrates the extracted field information to generate a report;
The opinion bill automatic dispatch system comprises an opinion bill automatic dispatch robot: the robot logs in a retail complaint management system, automatically identifies the items to be dispatched, inquires about the responsible person for dispatch according to the corresponding mechanism, and automatically distributes the complaint sheets;
the strip line classification system comprises a strip line classification robot: the robot logs in the retail complaint management system, clicks the litigation list, downloads Excel, extracts customer opinion content and carries out striping classification matching according to the striping classification keyword list.
Preferably, the opinion report generation system comprises the following modules:
module M1: starting a main program of the flow robot, and initializing a system and parameters;
module M2: after the module M1, the flow robot automatically logs in a customer complaint management system, and if the login is successful, the flow robot enters the module M3; if the login fails, the module M2 is restarted;
module M3: after the module M2, the flow robot automatically accesses the customer complaint management system to inquire the opinion bill with the receipt time limit of the day;
module M4: after the module M3, the flow robot automatically acquires the inquired opinion bill and generates an opinion bill report;
module M5: after the module M4, the flow robot sequentially and automatically accesses the customer complaint management system according to the opinion bill number in the opinion bill report, and inquires the detail information of the opinion bill and the information of the current processor;
Module M6: after the module M5, automatically acquiring information inquired by a customer complaint management system by a flow robot;
module M7: after the module M6, the flow robot automatically processes the queried information according to the business rule;
module M8: after the module M7, the flow robot automatically writes the processed information data into the module M and generates a daily opinion single timeliness report;
module M9: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
Preferably, the number of times of repeating the operation of the module M2 in the module M2 is 3.
Preferably, the opinion sheet automatic dispatch system comprises the following modules:
module 1: starting a main program of the flow robot, and initializing a system and parameters;
module 2: after the module 1, the flow robot automatically logs in a customer complaint management system, and if the login is successful, the flow robot enters a module 3; if the login fails, the module 2 is restarted, and the operation times are repeated for 3 times;
module 3: after the module 2, the process robot automatically accesses the customer complaint management system, enters a retrieval module and inquires the current day opinion bill;
module 4: after the module 3, the flow robot automatically acquires the queried opinion list number data to generate an opinion list dispatch information table;
Module 5: after the module 4, the flow robot sequentially and automatically accesses the customer complaint management system according to the opinion bill numbers in the opinion bill distribution information table to inquire opinion bill information;
and (6) module 6: after the module 5, the flow robot automatically judges whether the opinion sheets need to be distributed, if yes, the opinion sheets need to be distributed, the flow robot enters the module 7, and if not, the opinion sheets do not need to be distributed, and the flow robot enters the module 10;
module 7: after the module 6, the process robot automatically acquires the learned person data in the local business data folder;
module 8: after the module 7, the flow robot automatically enters an opinion bill interface, fills in dispatch information and performs opinion bill delivery;
module 9: after the module 8, the flow robot automatically distributes and returns to the distributing state and writes the distributing state into the daily opinion list distributing information table after completing the distributing;
module 10: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
Preferably, the strip line classification system comprises the following modules:
module A1: starting a main program of the flow robot, and initializing a system and parameters;
module A2: after the module A1, the flow robot automatically logs in a customer complaint management system, and if the login is successful, the flow robot enters a module A3; if the login fails, the module A2 is restarted, and the operation is repeated for 3 times;
Module A3: after the module A2, the flow robot automatically accesses the customer complaint management system, enters a complaint detail report module, and inquires a reporting table according to a specified business rule;
module A4: after the module A3, the flow robot automatically downloads the inquired complaint detail report into a specified folder;
module A5: after the module A4, the flow robot sequentially and automatically accesses the customer complaint management system according to the opinion bill number in the complaint detail report, and inquires about the opinion bill detailed information;
module A6: after the module A5, the flow robot automatically acquires the content of a specified field in the opinion bill detailed information;
module A7: after the module A6, the process robot automatically reads the key field matching table to acquire a business processing rule;
module A8: after the module A7, the flow robot automatically performs striping classification processing according to the acquired business processing rules;
module A9: after the module A8, automatically generating a current day strip line classification report by the flow robot and placing the current day strip line classification report into a production environment designated folder;
module a10: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
Compared with the prior art, the invention has the following beneficial effects:
1. The invention improves the complaint opinion bill distribution efficiency and saves the labor cost; the current distribution mode of the complaint opinion sheets of the branches is adjusted to be that the RPA robot distributes the complaint opinion sheets in a concentrated mode at the early, middle and late times every day, and the complaint opinion sheets are calculated according to 200 sheets of the complaint opinion sheets of one month, so that the manual operation time of nearly 10 hours is saved;
2. the invention strengthens timeliness management and avoids junction overtime; the RPA robot can automatically screen complaint comments of 'not handling knots' in the system, generate a report daily, facilitate the complaint management post of the branch to quickly locate the complaint comments about to the closing expiration date, pertinently manage the branch, and effectively avoid overtime handling knots of the complaints;
3. the invention carries out business classification in time, realizes tracing and modifying; in order to establish a complaint working mechanism of internal communication coordination, information sharing and cooperative processing, zhou Du, monthly and annual complaint analysis reports are formed in a row and a period, so that each department and each business organization can refer to and timely improve and optimize each work such as business handling, hall service and the like; at present, the RPA robot can automatically classify business by identifying keywords (such as 'foundation loss', 'overdue loan', and the like) in 'client opinion content', 'loan overdue', and the like; according to the single calculation of the complaint opinion 200 in one month, the labor is saved by 11.5 hours in each month, the complaint information can be shared to departments such as financial resources, assets, private, enterprise, operation and the like more quickly, the tracing modification is completed rapidly, and the complaint working efficiency is improved greatly.
Drawings
Other features, objects and advantages of the present invention will become more apparent upon reading of the detailed description of non-limiting embodiments, given with reference to the accompanying drawings in which:
FIG. 1 is a flow schematic of the present invention;
FIG. 2 is a schematic flow diagram of a opinion single automatic dispatch robot according to the present invention;
FIG. 3 is a schematic flow diagram of a opinion report generation robot according to the present invention;
FIG. 4 is a schematic flow diagram of a line sorting robot of the present invention;
Detailed Description
The present invention will be described in detail with reference to specific examples. The following examples will assist those skilled in the art in further understanding the present invention, but are not intended to limit the invention in any way. It should be noted that variations and modifications could be made by those skilled in the art without departing from the inventive concept. These are all within the scope of the present invention.
Example 1:
according to the method for automatically distributing the retail complaint management opinion sheets, which is provided by the invention, the method comprises an opinion sheet report generation step, an opinion sheet automatic dispatch step and a strip line classification step; the opinion report generating step comprises the opinion report generating robot: the robot logs in a retail complaint management system, searches out regulations to extract information, clicks in to check and extract key fields, and integrates the extracted field information to generate a report; the single step of automatic dispatch of the opinion sheets comprises an automatic dispatch robot of the opinion sheets: the robot logs in a retail complaint management system, automatically identifies the items to be dispatched, inquires about the responsible person for dispatch according to the corresponding mechanism, and automatically distributes the complaint sheets; the strip line classifying step comprises a strip line classifying robot: the robot logs in the retail complaint management system, clicks the litigation list, downloads Excel, extracts customer opinion content and carries out striping classification matching according to the striping classification keyword list.
The opinion report generating step comprises the following steps:
step S1: starting a main program of the flow robot, and initializing a system and parameters;
step S2: after step S1, the process robot automatically logs in the customer complaint management system, if the login is successful, the step S3 is entered; if the login fails, the step S2 is restarted; the number of times of repeating the operation of step S2 is 3.
Step S3: after step S2, the flow robot automatically accesses the customer complaint management system to inquire the opinion bill with the receipt time limit of the day;
step S4: after the step S3, the flow robot automatically acquires the inquired opinion bill and generates an opinion bill report;
step S5: after step S4, the process robot sequentially and automatically accesses the customer complaint management system according to the opinion bill number in the opinion bill report, and inquires about the detail information of the opinion bill and the information of the current processor;
step S6: after step S5, the process robot automatically acquires information queried by the customer complaint management system;
step S7: after step S6, the process robot automatically processes the queried information according to the business rules;
step S8: after the step S7, the flow robot automatically writes the processed information data into the flow robot and generates a daily opinion single timeliness report;
Step S9: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
The opinion sheet automatic dispatch single step comprises the following steps:
step 1: starting a main program of the flow robot, and initializing a system and parameters;
step 2: after the step 1, the process robot automatically logs in a customer complaint management system, and if the login is successful, the step 3 is entered; if the login fails, the step 2 is restarted, and the operation times are repeated for 3 times;
step 3: after the step 2, the process robot automatically accesses the customer complaint management system, enters a retrieval module and inquires the current day opinion bill;
step 4: after the step 3, the flow robot automatically acquires the inquired opinion single number data and generates an opinion single dispatch information table;
step 5: after the step 4, the flow robot sequentially and automatically accesses the customer complaint management system according to the opinion bill numbers in the opinion bill distribution information table to inquire opinion bill information;
step 6: after the step 5, the flow robot automatically judges whether the opinion sheets need to be distributed, if yes, the flow robot enters the step 7, and if not, the flow robot does not need to be distributed, and enters the step 10;
step 7: after the step 6, the process robot automatically acquires the learned person data in the local business data folder;
Step 8: after the step 7, the flow robot automatically enters an opinion bill interface, fills in dispatch information and performs opinion bill delivery;
step 9: after the step 8, the flow robot returns to the dispatch state after completing automatic dispatch and writes the dispatch state into the opinion list dispatch information table of the current day;
step 10: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
The step of classifying the strip lines comprises the following steps:
step A1: starting a main program of the flow robot, and initializing a system and parameters;
step A2: after the step A1, the process robot automatically logs in a customer complaint management system, and if the login is successful, the step A3 is entered; if the login fails, re-operating the step A2, and repeating the operation for 3 times;
step A3: after the step A2, the process robot automatically accesses the customer complaint management system, enters a complaint detail report module, and inquires a reporting table according to the specified business rule;
step A4: after the step A3, the flow robot automatically downloads the inquired complaint detail report into the appointed folder;
step A5: after the step A4, the flow robot sequentially and automatically accesses the customer complaint management system according to the opinion bill number in the complaint detail report, and inquires about the opinion bill detailed information;
Step A6: after the step A5, the flow robot automatically acquires the content of the specified field in the opinion bill detailed information;
step A7: after the step A6, the process robot automatically reads the key field matching table to acquire a business processing rule;
step A8: after the step A7, the flow robot automatically performs strip line classification processing according to the acquired business processing rules;
step A9: after the step A8, the process robot automatically generates a current day strip line classification report and places the current day strip line classification report in a production environment designated folder;
step A10: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
The invention also provides a system for automatically distributing the retail complaint management opinion sheets, which can be realized by executing the flow steps of the method for automatically distributing the retail complaint management opinion sheets, namely, the method for automatically distributing the retail complaint management opinion sheets can be understood by a person skilled in the art as a preferred implementation mode of the system for automatically distributing the retail complaint management opinion sheets.
Example 2:
example 2 is a preferable example of example 1 to more specifically explain the present invention.
The invention also provides a system for automatically distributing the retail complaint management opinion sheets, which comprises an opinion sheet report generating system, an opinion sheet automatic dispatch system and a strip line classification system; the opinion report generation system comprises an opinion report generation robot: the robot logs in a retail complaint management system, searches out regulations to extract information, clicks in to check and extract key fields, and integrates the extracted field information to generate a report; the opinion bill automatic dispatch system comprises an opinion bill automatic dispatch robot: the robot logs in a retail complaint management system, automatically identifies the items to be dispatched, inquires about the responsible person for dispatch according to the corresponding mechanism, and automatically distributes the complaint sheets; the strip line classification system comprises a strip line classification robot: the robot logs in the retail complaint management system, clicks the litigation list, downloads Excel, extracts customer opinion content and carries out striping classification matching according to the striping classification keyword list.
The opinion report generation system comprises the following modules:
module M1: starting a main program of the flow robot, and initializing a system and parameters;
module M2: after the module M1, the flow robot automatically logs in a customer complaint management system, and if the login is successful, the flow robot enters the module M3; if the login fails, the module M2 is restarted; the number of times of repeating the operation of the module M2 is 3.
Module M3: after the module M2, the flow robot automatically accesses the customer complaint management system to inquire the opinion bill with the receipt time limit of the day;
module M4: after the module M3, the flow robot automatically acquires the inquired opinion bill and generates an opinion bill report;
module M5: after the module M4, the flow robot sequentially and automatically accesses the customer complaint management system according to the opinion bill number in the opinion bill report, and inquires the detail information of the opinion bill and the information of the current processor;
module M6: after the module M5, automatically acquiring information inquired by a customer complaint management system by a flow robot;
module M7: after the module M6, the flow robot automatically processes the queried information according to the business rule;
module M8: after the module M7, the flow robot automatically writes the processed information data into the module M and generates a daily opinion single timeliness report;
module M9: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
The opinion sheet automatic dispatch system comprises the following modules:
module 1: starting a main program of the flow robot, and initializing a system and parameters;
module 2: after the module 1, the flow robot automatically logs in a customer complaint management system, and if the login is successful, the flow robot enters a module 3; if the login fails, the module 2 is restarted, and the operation times are repeated for 3 times;
Module 3: after the module 2, the process robot automatically accesses the customer complaint management system, enters a retrieval module and inquires the current day opinion bill;
module 4: after the module 3, the flow robot automatically acquires the queried opinion list number data to generate an opinion list dispatch information table;
module 5: after the module 4, the flow robot sequentially and automatically accesses the customer complaint management system according to the opinion bill numbers in the opinion bill distribution information table to inquire opinion bill information;
and (6) module 6: after the module 5, the flow robot automatically judges whether the opinion sheets need to be distributed, if yes, the opinion sheets need to be distributed, the flow robot enters the module 7, and if not, the opinion sheets do not need to be distributed, and the flow robot enters the module 10;
module 7: after the module 6, the process robot automatically acquires the learned person data in the local business data folder;
module 8: after the module 7, the flow robot automatically enters an opinion bill interface, fills in dispatch information and performs opinion bill delivery;
module 9: after the module 8, the flow robot automatically distributes and returns to the distributing state and writes the distributing state into the daily opinion list distributing information table after completing the distributing;
module 10: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
The strip line classification system comprises the following modules:
module A1: starting a main program of the flow robot, and initializing a system and parameters;
module A2: after the module A1, the flow robot automatically logs in a customer complaint management system, and if the login is successful, the flow robot enters a module A3; if the login fails, the module A2 is restarted, and the operation is repeated for 3 times;
module A3: after the module A2, the flow robot automatically accesses the customer complaint management system, enters a complaint detail report module, and inquires a reporting table according to a specified business rule;
module A4: after the module A3, the flow robot automatically downloads the inquired complaint detail report into a specified folder;
module A5: after the module A4, the flow robot sequentially and automatically accesses the customer complaint management system according to the opinion bill number in the complaint detail report, and inquires about the opinion bill detailed information;
module A6: after the module A5, the flow robot automatically acquires the content of a specified field in the opinion bill detailed information;
module A7: after the module A6, the process robot automatically reads the key field matching table to acquire a business processing rule;
module A8: after the module A7, the flow robot automatically performs striping classification processing according to the acquired business processing rules;
Module A9: after the module A8, automatically generating a current day strip line classification report by the flow robot and placing the current day strip line classification report into a production environment designated folder;
module a10: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
Example 3:
example 3 is a preferable example of example 1 to more specifically explain the present invention.
The invention provides a method for automatically distributing an opinion sheet of a retail complaint management system based on an intelligent flow robot, and the retail complaint management system robot is developed according to business requirements. The robot comprises three functions, namely: and generating an opinion bill report, and automatically dispatching the opinion bill and classifying the opinion bill by a strip line.
Opinion report generation robot: the robot needs to log in a retail complaint management system, search out regulations for information extraction, click to enter and view the extracted key fields, and integrate the extracted field information to generate an Excel report. After the robot is applied, service personnel only need to select the time period for generating report retrieval, and the robot is operated, so that report generation can be realized.
Opinion bill automatic dispatch robot: the robot needs to log in a retail complaint management system, automatically identifies the items to be distributed, inquires the responsible person for distribution according to the corresponding mechanism, and further automatically distributes the complaint sheets. After the robot is applied, service personnel only need to operate the robot every working day, and complaint list dispatch can be realized.
Line classification robot: the robot needs to log in a retail complaint management system, click a litigation list, download Excel, extract customer opinion content and perform striping classification matching according to a striping classification keyword list. After the robot is applied, service personnel operate the robot when required, so that the downloading of litigation detail lists can be realized and the classification of lines can be automatically carried out.
By adopting the technical means of the flow robot, the problem of single dispatch of retail complaints is solved, or the aim of reducing load and enhancing efficiency is fulfilled.
Referring to fig. 2, a retail complaint management system-opinion sheet automatic dispatch robot:
s1: starting a main program of the flow robot, and initializing a system and parameters;
s2: after step S1, the process robot automatically logs in the customer complaint management system, if the login is successful, the step S3 is entered; if the login fails, re-operating the S2, and repeating the operation for 3 times;
s3: after step S2, the process robot automatically accesses the customer complaint management system, enters a retrieval module and inquires the current day opinion bill;
s4: after step S3, the flow robot automatically acquires the queried opinion bill number data to generate an opinion bill dispatching information table;
s5: after step S4, the flow robot sequentially and automatically accesses the customer complaint management system according to the opinion bill numbers in the opinion bill distribution information table to inquire opinion bill information;
S6: after step S5, the flow robot automatically judges whether the opinion sheets need to be dispatched, if yes, the flow robot enters step S7, if not, the flow robot does not need to be dispatched, and the flow robot enters step S10;
s7: after step S6, the process robot automatically acquires the learned person data in the local business data folder;
s8: after the step S7, the flow robot automatically enters an opinion bill interface, fills in dispatch information and performs opinion bill delivery;
s9: after the step S8, the flow robot returns to the dispatch state after completing automatic dispatch and writes the dispatch state into the current day opinion list dispatch information table;
s10: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
Referring to fig. 3, the retail complaint management system-opinion report generation robot:
s1: starting a main program of the flow robot, and initializing a system and parameters;
s2: after step S1, the process robot automatically logs in the customer complaint management system, if the login is successful, the step S3 is entered; if the login fails, re-operating the S2, and repeating the operation for 3 times;
s3: after step S2, the flow robot automatically accesses the customer complaint management system to inquire the opinion bill with the receipt time limit of the day;
S4: after the step S3, the flow robot automatically acquires the inquired opinion bill and generates an opinion bill report;
s5: after step S4, the process robot sequentially and automatically accesses the customer complaint management system according to the opinion bill number in the opinion bill report, and inquires about the detail information of the opinion bill and the information of the current processor;
s6: after step S5, the process robot automatically acquires the information queried by the customer complaint management system;
s7: after step S6, the process robot automatically processes the queried information according to the business rule;
s8: after the step S7, the flow robot automatically writes the processed information data into the flow robot and generates a daily opinion single timeliness report;
s9: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
Referring to fig. 4, a retail complaint management system-line classification robot:
s1: starting a main program of the flow robot, and initializing a system and parameters;
s2: after step S1, the process robot automatically logs in the customer complaint management system, if the login is successful, the step S3 is entered; if the login fails, re-operating the S2, and repeating the operation for 3 times;
s3: after step S2, the process robot automatically accesses the customer complaint management system, enters a complaint detail report module, and inquires a reporting table according to a specified business rule;
S4: after step S3, the process robot automatically downloads the queried complaint detail report into a designated folder;
s5: after step S4, the flow robot sequentially and automatically accesses the customer complaint management system according to the opinion bill number in the complaint detail report, and inquires about the opinion bill detailed information;
s6: after step S5, the flow robot automatically acquires the content of the specified field in the opinion bill detailed information;
s7: after step S6, the process robot automatically reads the key field matching table to acquire a business processing rule;
s8: after step S7, the flow robot automatically performs striping classification processing according to the acquired business processing rules;
s9: after step S8, the process robot automatically generates a current day strip line classification report and places the current day strip line classification report in a production environment designated folder;
s10: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
The present embodiment will be understood by those skilled in the art as more specific descriptions of embodiment 1 and embodiment 2.
Those skilled in the art will appreciate that the invention provides a system and its individual devices, modules, units, etc. that can be implemented entirely by logic programming of method steps, in addition to being implemented as pure computer readable program code, in the form of logic gates, switches, application specific integrated circuits, programmable logic controllers, embedded microcontrollers, etc. Therefore, the system and various devices, modules and units thereof provided by the invention can be regarded as a hardware component, and the devices, modules and units for realizing various functions included in the system can also be regarded as structures in the hardware component; means, modules, and units for implementing the various functions may also be considered as either software modules for implementing the methods or structures within hardware components.
The foregoing describes specific embodiments of the present invention. It is to be understood that the invention is not limited to the particular embodiments described above, and that various changes or modifications may be made by those skilled in the art within the scope of the appended claims without affecting the spirit of the invention. The embodiments of the present application and features in the embodiments may be combined with each other arbitrarily without conflict.
Claims (10)
1. The method for automatically distributing the retail complaint management opinion sheets is characterized by comprising an opinion sheet report generation step, an opinion sheet automatic dispatch step and a strip line classification step;
the opinion report generating step comprises the opinion report generating robot: the robot logs in a retail complaint management system, searches out regulations to extract information, clicks in to check and extract key fields, and integrates the extracted field information to generate a report;
the single step of automatic dispatch of the opinion sheets comprises an automatic dispatch robot of the opinion sheets: the robot logs in a retail complaint management system, automatically identifies the items to be dispatched, inquires about the responsible person for dispatch according to the corresponding mechanism, and automatically distributes the complaint sheets;
the strip line classifying step comprises a strip line classifying robot: the robot logs in the retail complaint management system, clicks the litigation list, downloads Excel, extracts customer opinion content and carries out striping classification matching according to the striping classification keyword list.
2. The method for automatically distributing a retail complaint management opinion sheet according to claim 1, wherein the opinion sheet report generating step includes the steps of:
step S1: starting a main program of the flow robot, and initializing a system and parameters;
step S2: after step S1, the process robot automatically logs in the customer complaint management system, if the login is successful, the step S3 is entered; if the login fails, the step S2 is restarted;
step S3: after step S2, the flow robot automatically accesses the customer complaint management system to inquire the opinion bill with the receipt time limit of the day;
step S4: after the step S3, the flow robot automatically acquires the inquired opinion bill and generates an opinion bill report;
step S5: after step S4, the process robot sequentially and automatically accesses the customer complaint management system according to the opinion bill number in the opinion bill report, and inquires about the detail information of the opinion bill and the information of the current processor;
step S6: after step S5, the process robot automatically acquires information queried by the customer complaint management system;
step S7: after step S6, the process robot automatically processes the queried information according to the business rules;
step S8: after the step S7, the flow robot automatically writes the processed information data into the flow robot and generates a daily opinion single timeliness report;
Step S9: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
3. The method for automatically distributing a retail complaint management opinion sheet according to claim 2, wherein the number of times of repeating the step S2 in the step S2 is 3.
4. The method for automatically distributing a retail complaint management opinion sheet according to claim 1, wherein the opinion sheet automatic distribution single step comprises the steps of:
step 1: starting a main program of the flow robot, and initializing a system and parameters;
step 2: after the step 1, the process robot automatically logs in a customer complaint management system, and if the login is successful, the step 3 is entered; if the login fails, the step 2 is restarted, and the operation times are repeated for 3 times;
step 3: after the step 2, the process robot automatically accesses the customer complaint management system, enters a retrieval module and inquires the current day opinion bill;
step 4: after the step 3, the flow robot automatically acquires the inquired opinion single number data and generates an opinion single dispatch information table;
step 5: after the step 4, the flow robot sequentially and automatically accesses the customer complaint management system according to the opinion bill numbers in the opinion bill distribution information table to inquire opinion bill information;
Step 6: after the step 5, the flow robot automatically judges whether the opinion sheets need to be distributed, if yes, the flow robot enters the step 7, and if not, the flow robot does not need to be distributed, and enters the step 10;
step 7: after the step 6, the process robot automatically acquires the learned person data in the local business data folder;
step 8: after the step 7, the flow robot automatically enters an opinion bill interface, fills in dispatch information and performs opinion bill delivery;
step 9: after the step 8, the flow robot returns to the dispatch state after completing automatic dispatch and writes the dispatch state into the opinion list dispatch information table of the current day;
step 10: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
5. The method for automatic dispatch of a retail complaint management opinion sheet according to claim 1, characterized in that the strip line classifying step includes the steps of:
step A1: starting a main program of the flow robot, and initializing a system and parameters;
step A2: after the step A1, the process robot automatically logs in a customer complaint management system, and if the login is successful, the step A3 is entered; if the login fails, re-operating the step A2, and repeating the operation for 3 times;
Step A3: after the step A2, the process robot automatically accesses the customer complaint management system, enters a complaint detail report module, and inquires a reporting table according to the specified business rule;
step A4: after the step A3, the flow robot automatically downloads the inquired complaint detail report into the appointed folder;
step A5: after the step A4, the flow robot sequentially and automatically accesses the customer complaint management system according to the opinion bill number in the complaint detail report, and inquires about the opinion bill detailed information;
step A6: after the step A5, the flow robot automatically acquires the content of the specified field in the opinion bill detailed information;
step A7: after the step A6, the process robot automatically reads the key field matching table to acquire a business processing rule;
step A8: after the step A7, the flow robot automatically performs strip line classification processing according to the acquired business processing rules;
step A9: after the step A8, the process robot automatically generates a current day strip line classification report and places the current day strip line classification report in a production environment designated folder;
step A10: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
6. The system is characterized by comprising an opinion bill report generation system, an opinion bill automatic dispatch system and a strip line classification system;
The opinion report generation system comprises an opinion report generation robot: the robot logs in a retail complaint management system, searches out regulations to extract information, clicks in to check and extract key fields, and integrates the extracted field information to generate a report;
the opinion bill automatic dispatch system comprises an opinion bill automatic dispatch robot: the robot logs in a retail complaint management system, automatically identifies the items to be dispatched, inquires about the responsible person for dispatch according to the corresponding mechanism, and automatically distributes the complaint sheets;
the strip line classification system comprises a strip line classification robot: the robot logs in the retail complaint management system, clicks the litigation list, downloads Excel, extracts customer opinion content and carries out striping classification matching according to the striping classification keyword list.
7. The system for automated dispatch of a retail complaint management opinion sheet of claim 6, wherein the opinion sheet report generation system comprises the following modules:
module M1: starting a main program of the flow robot, and initializing a system and parameters;
module M2: after the module M1, the flow robot automatically logs in a customer complaint management system, and if the login is successful, the flow robot enters the module M3; if the login fails, the module M2 is restarted;
Module M3: after the module M2, the flow robot automatically accesses the customer complaint management system to inquire the opinion bill with the receipt time limit of the day;
module M4: after the module M3, the flow robot automatically acquires the inquired opinion bill and generates an opinion bill report;
module M5: after the module M4, the flow robot sequentially and automatically accesses the customer complaint management system according to the opinion bill number in the opinion bill report, and inquires the detail information of the opinion bill and the information of the current processor;
module M6: after the module M5, automatically acquiring information inquired by a customer complaint management system by a flow robot;
module M7: after the module M6, the flow robot automatically processes the queried information according to the business rule;
module M8: after the module M7, the flow robot automatically writes the processed information data into the module M and generates a daily opinion single timeliness report;
module M9: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
8. The system for automatic dispatch of a retail complaint management opinion sheet according to claim 7, wherein the number of times the module M2 is repeatedly run in the module M2 is 3.
9. The system for automatically distributing a retail complaint management opinion sheet according to claim 6, wherein the opinion sheet automatic distribution system comprises the following modules:
Module 1: starting a main program of the flow robot, and initializing a system and parameters;
module 2: after the module 1, the flow robot automatically logs in a customer complaint management system, and if the login is successful, the flow robot enters a module 3; if the login fails, the module 2 is restarted, and the operation times are repeated for 3 times;
module 3: after the module 2, the process robot automatically accesses the customer complaint management system, enters a retrieval module and inquires the current day opinion bill;
module 4: after the module 3, the flow robot automatically acquires the queried opinion list number data to generate an opinion list dispatch information table;
module 5: after the module 4, the flow robot sequentially and automatically accesses the customer complaint management system according to the opinion bill numbers in the opinion bill distribution information table to inquire opinion bill information;
and (6) module 6: after the module 5, the flow robot automatically judges whether the opinion sheets need to be distributed, if yes, the opinion sheets need to be distributed, the flow robot enters the module 7, and if not, the opinion sheets do not need to be distributed, and the flow robot enters the module 10;
module 7: after the module 6, the process robot automatically acquires the learned person data in the local business data folder;
module 8: after the module 7, the flow robot automatically enters an opinion bill interface, fills in dispatch information and performs opinion bill delivery;
Module 9: after the module 8, the flow robot automatically distributes and returns to the distributing state and writes the distributing state into the daily opinion list distributing information table after completing the distributing;
module 10: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
10. The system for automated dispatch of retail complaint management opinion sheets of claim 6, wherein the line classification system comprises the following modules:
module A1: starting a main program of the flow robot, and initializing a system and parameters;
module A2: after the module A1, the flow robot automatically logs in a customer complaint management system, and if the login is successful, the flow robot enters a module A3; if the login fails, the module A2 is restarted, and the operation is repeated for 3 times;
module A3: after the module A2, the flow robot automatically accesses the customer complaint management system, enters a complaint detail report module, and inquires a reporting table according to a specified business rule;
module A4: after the module A3, the flow robot automatically downloads the inquired complaint detail report into a specified folder;
module A5: after the module A4, the flow robot sequentially and automatically accesses the customer complaint management system according to the opinion bill number in the complaint detail report, and inquires about the opinion bill detailed information;
Module A6: after the module A5, the flow robot automatically acquires the content of a specified field in the opinion bill detailed information;
module A7: after the module A6, the process robot automatically reads the key field matching table to acquire a business processing rule;
module A8: after the module A7, the flow robot automatically performs striping classification processing according to the acquired business processing rules;
module A9: after the module A8, automatically generating a current day strip line classification report by the flow robot and placing the current day strip line classification report into a production environment designated folder;
module a10: after the process robot finishes the work, closing the system, clearing temporary files, and ending the process operation.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202211510726.0A CN116011729A (en) | 2022-11-29 | 2022-11-29 | Method and system for automatically distributing retail complaint management opinion sheets |
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202211510726.0A CN116011729A (en) | 2022-11-29 | 2022-11-29 | Method and system for automatically distributing retail complaint management opinion sheets |
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| Publication Number | Publication Date |
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| CN116011729A true CN116011729A (en) | 2023-04-25 |
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| CN202211510726.0A Pending CN116011729A (en) | 2022-11-29 | 2022-11-29 | Method and system for automatically distributing retail complaint management opinion sheets |
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| Country | Link |
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| CN (1) | CN116011729A (en) |
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