CN116664146A - After-sales service processing method and electronic equipment - Google Patents
After-sales service processing method and electronic equipment Download PDFInfo
- Publication number
- CN116664146A CN116664146A CN202310560934.XA CN202310560934A CN116664146A CN 116664146 A CN116664146 A CN 116664146A CN 202310560934 A CN202310560934 A CN 202310560934A CN 116664146 A CN116664146 A CN 116664146A
- Authority
- CN
- China
- Prior art keywords
- information
- user
- customer service
- manual
- order
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
- 238000003672 processing method Methods 0.000 title claims abstract description 12
- 238000000034 method Methods 0.000 claims abstract description 56
- 238000012550 audit Methods 0.000 claims abstract description 28
- 230000000977 initiatory effect Effects 0.000 claims abstract description 16
- 230000002452 interceptive effect Effects 0.000 claims description 40
- 230000008569 process Effects 0.000 claims description 27
- 238000012545 processing Methods 0.000 claims description 22
- 230000003993 interaction Effects 0.000 claims description 12
- 230000036961 partial effect Effects 0.000 claims description 9
- 238000004590 computer program Methods 0.000 claims description 3
- 239000000758 substrate Substances 0.000 claims 2
- 239000002699 waste material Substances 0.000 abstract description 6
- 230000002829 reductive effect Effects 0.000 abstract description 2
- 238000010561 standard procedure Methods 0.000 description 36
- 235000013399 edible fruits Nutrition 0.000 description 13
- 238000005516 engineering process Methods 0.000 description 7
- 230000001960 triggered effect Effects 0.000 description 7
- 238000004891 communication Methods 0.000 description 6
- 238000010586 diagram Methods 0.000 description 6
- 238000012795 verification Methods 0.000 description 6
- 238000012790 confirmation Methods 0.000 description 5
- 230000004044 response Effects 0.000 description 4
- 238000013459 approach Methods 0.000 description 2
- 230000009191 jumping Effects 0.000 description 2
- 230000008859 change Effects 0.000 description 1
- 238000013500 data storage Methods 0.000 description 1
- 230000000694 effects Effects 0.000 description 1
- 235000013305 food Nutrition 0.000 description 1
- 230000010365 information processing Effects 0.000 description 1
- 230000000670 limiting effect Effects 0.000 description 1
- 238000007726 management method Methods 0.000 description 1
- 230000003287 optical effect Effects 0.000 description 1
- 230000008447 perception Effects 0.000 description 1
- 230000000750 progressive effect Effects 0.000 description 1
- 230000009467 reduction Effects 0.000 description 1
- 230000003068 static effect Effects 0.000 description 1
- 238000012384 transportation and delivery Methods 0.000 description 1
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
-
- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y02—TECHNOLOGIES OR APPLICATIONS FOR MITIGATION OR ADAPTATION AGAINST CLIMATE CHANGE
- Y02P—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN THE PRODUCTION OR PROCESSING OF GOODS
- Y02P90/00—Enabling technologies with a potential contribution to greenhouse gas [GHG] emissions mitigation
- Y02P90/30—Computing systems specially adapted for manufacturing
Abstract
The embodiment of the application discloses an after-sales service processing method and electronic equipment, wherein the method is applied to an intelligent customer service system server and comprises the following steps: responding to an order problem consultation request initiated by a user, and acquiring credential information corresponding to the order problem; triggering a manual auditing task according to the order problem and the credential information so as to manually audit the validity of the credential information within a threshold time; generating corresponding solution proposal information according to the execution result of the manual auditing task; and responding to the operation submitted by the user and accepting the solution proposal information, initiating an after-sales service application about the corresponding order according to the solution proposal information, and providing an after-sales service result. According to the embodiment of the application, the after-sale service efficiency can be obtained, the user experience is improved, the manual customer service resources are saved, and the resource waste is reduced.
Description
Technical Field
The present application relates to the field of information processing technologies, and in particular, to an after-sales service processing method and an electronic device.
Background
In the merchandise information service system, after-sales service may be generally provided to consumer users, and if the user is not satisfied after purchasing merchandise, after-sales service such as return, refund, etc. may be initiated. The user may initiate a return or refund for various reasons, and if the reason is "seven-day no reason return", the confirmation of the refund application may be automatically performed, and even if the credit score of the user meets the condition, the service such as "quick refund" may be provided. However, in practical applications, some relatively complex after-market scenarios may be involved, for example, a user purchases a fruit box, and after receiving the fruit box, a user may find that there are several bad fruits, at this time, the whole fruit box may not be returned directly, but a certain amount may be paid to the user according to the proportion of the specific bad fruits, etc. For this case, it is often necessary for the user to provide a certificate such as a photograph, and after verification of such a certificate by the system, it may be possible to determine whether the payoff condition is met or to determine the payoff amount, or the like. At this time, the user may not initiate a return/refund directly through an after-sales portal in the order in many cases, but initiate a consultation through a customer service (simply referred to as "customer service") channel first, and after obtaining a deterministic solution (including whether the return condition is met, an exact answer to the refund amount, etc.), initiate a specific refund application.
However, in the above process, the consumer user needs to execute a long operation link to complete the delivery of the return or refund application, and the operation cost is high. However, in the case that the after-sales service reason selected by the consumer user is a problem of commodity quality and the like, and manual verification is required for the certificate submitted by the consumer user, the intelligent customer service system cannot complete automatic verification, so that the user can only be prompted to submit a refund application before waiting for manual verification. That is, from a user perspective, a particular link may include: entering a customer service system (typically accessing an intelligent customer service first) [ autonomously inputting commodity problem/click problem recommendation/click "guess you want to ask" ] [ select order ] [ select problem ] [ intelligent customer service guiding refund or refund only, etc. ] [ user jumps to refund application page through after-sales service entry in pages of order details, etc. ] [ fill form ] [ click submit ]. After a specific refund application is submitted, the customer user needs to repeatedly enter the line to promote the refund progress, the service cost is high, a large amount of resource waste is caused, and the customer user experience is poor.
Disclosure of Invention
The application provides an after-sales service processing method and electronic equipment, which can obtain the after-sales service efficiency, improve the user experience, save the manual customer service resources and reduce the resource waste.
The application provides the following scheme:
an after-sales service processing method applied to an intelligent customer service system server side comprises the following steps:
responding to an order problem consultation request initiated by a user, and acquiring credential information corresponding to the order problem;
triggering a manual auditing task according to the order problem and the credential information so as to manually audit the validity of the credential information within a threshold time;
generating corresponding solution proposal information according to the execution result of the manual auditing task;
and responding to the operation submitted by the user and accepting the solution proposal information, initiating an after-sales service application about the corresponding order according to the solution proposal information, and providing an after-sales service result.
Wherein, still include:
after receiving the order problem consultation request, starting a first standard operation program SOP, acquiring the credential information from the first SOP, triggering the manual auditing task and ending the first SOP;
And after receiving the execution result of the manual auditing task, starting a second SOP, taking the execution result of the manual auditing task as a processing factor of the second SOP, so that in the second SOP, processing for providing the solution proposal information, initiating the after-sale service application and providing the after-sale service result is performed.
Wherein, still include:
and after receiving the order problem consultation request, providing an interactive interface for carrying out dialogue between the user and the intelligent customer service system, displaying the interactive interface through a client, and providing the solution proposal information and the information about the after-sale service result through the interactive interface after acquiring the execution result of the manual auditing task.
Wherein, still include:
and after triggering the manual auditing task, generating an information card for displaying in the interactive interface, wherein the information card comprises prompt information about the auditing state and auditing countdown information.
The execution result of the manual auditing task comprises: judging whether the credential information is valid or not, wherein the judgment result also comprises influence degree information of the order problem on commodity use conditions of users when the credential information is valid;
The generating corresponding solution proposal information includes:
and generating corresponding solution proposal information according to the execution result of the manual auditing task, wherein the solution comprises goods returned, refunds and refunds only, wherein the refunds only comprise full refunds or partial refunds, and the solution proposal information also comprises refund proportion information when the part refunds.
Wherein, still include:
and binding the credential information with the corresponding generated after-sales service order when the after-sales service application is initiated.
The acquiring credential information corresponding to the order problem includes:
judging whether the voucher information corresponding to the order problem is received within the latest threshold time, and if so, determining the voucher information as the voucher information corresponding to the order problem.
An after-sales service processing method applied to an intelligent customer service system client, comprising:
responding to an order problem consultation request initiated by a user, and displaying an interactive interface;
after order problem information is received through the interactive interface, submitting the order problem information to an intelligent customer service system server side so that the intelligent customer service system server side can acquire credential information corresponding to the order problem, triggering a time-limited manual auditing task according to the order problem and the credential information, and generating corresponding solution proposal information according to an execution result of the manual auditing task;
Displaying the solution proposal information through the interaction interface;
responding to the operation of accepting the proposal information submitted by the user, submitting the proposal information to the intelligent customer service system server so that the intelligent customer service system server initiates an after-sales service application about a corresponding order according to the proposal information of the solution and provides an after-sales service result;
and displaying the information of the after-sales service result through the interactive interface.
Wherein, still include:
and in the execution process of the manual auditing task, displaying an information card through the interactive interface, wherein the information card comprises prompt information about the auditing state and auditing countdown information.
An after-sales service processing device, the device being applied to an intelligent customer service system server, comprising:
the voucher information obtaining unit is used for responding to an order problem consultation request initiated by a user and obtaining voucher information corresponding to the order problem;
the manual auditing task triggering unit is used for triggering a manual auditing task according to the order problem and the credential information so as to manually audit the validity of the credential information within a threshold time;
The solution proposal unit is used for generating corresponding solution proposal information according to the execution result of the manual auditing task;
and the customer initiating service unit is used for responding to the operation submitted by the user and accepting the solution proposal information, initiating an after-sales service application about the corresponding order according to the solution proposal information and providing an after-sales service result.
An after-sales service processing apparatus, the apparatus being applied to an intelligent customer service system client, comprising:
the interactive interface display unit is used for responding to an order problem consultation request initiated by a user and displaying an interactive interface;
the order problem submitting unit is used for submitting the order problem information to the intelligent customer service system server after receiving the order problem information through the interactive interface, so that the intelligent customer service system server can acquire the credential information corresponding to the order problem, trigger a time-limited manual auditing task according to the order problem and the credential information, and generate corresponding solution proposal information according to an execution result of the manual auditing task;
the solution information display unit is used for displaying the solution proposal information through the interaction interface;
The user operation submitting unit is used for responding to the operation submitted by the user and accepting the proposal information and submitting the operation to the intelligent customer service system server so that the intelligent customer service system server initiates an after-sales service application about a corresponding order according to the solution proposal information and provides an after-sales service result;
and the service result display unit is used for displaying the information of the after-sales service result through the interactive interface.
A computer readable storage medium having stored thereon a computer program which when executed by a processor performs the steps of the method of any of the preceding claims.
An electronic device, comprising:
one or more processors; and
a memory associated with the one or more processors, the memory for storing program instructions that, when read for execution by the one or more processors, perform the steps of the method of any of the preceding claims.
According to the specific embodiment provided by the application, the application discloses the following technical effects:
according to the embodiment of the application, the intelligent customer service system can respond to the order problem consultation request initiated by the user, and trigger a manual auditing task after acquiring the credential information so as to carry out validity auditing on the credential information in a manual auditing mode; and then, generating solution proposal information in the intelligent customer service system according to the execution result of the manual auditing task, and after the user selects to accept the proposal, the intelligent customer service system can also replace the user to initiate an after-sales service application corresponding to the solution and provide an after-sales service result. Through the processing mode of the 'slice type', after the consumer user can provide the credential information in the intelligent customer service system, the auditing result of the credential and the deterministic solution can be directly obtained in the intelligent customer service system, and then the after-sale service results such as the refund completion can be obtained in the current intelligent customer service system without the need of manually filling in the application form in order pages, after-sale service application pages such as the refund, and the like, thereby improving the efficiency of obtaining after-sale service by the user, reducing the resource waste and improving the user experience. For the manual customer service personnel, since only the auditing operation of the credential information is required to be executed, the subsequent refund and refund of the customer, the customer filling and the like can be completed through an automatic technology, and therefore, the manual customer service personnel resource can be saved.
In an alternative embodiment, if there is no type of SOP (Standard Operating Procedure, standard job program) in the intelligent customer service system that can hold for a portion of the time to wait for the result to resume execution, the sop+sop approach may be used. The front SOP is used as a trigger to trigger a certificate auditing task, the rear SOP is used as a final solution for verifying the validity of a result of the certificate, and the triggering of the rear SOP is automatically triggered by the completion or overtime of the auditing task. Therefore, the theoretically intermittent flow can be changed into a continuous flow, so that a user can complete the complete flow from problem description to credential submission, to obtaining deterministic solutions, to obtaining after-sales service results and the like without executing operations such as jumping out of the current intelligent customer service system or switching to other interfaces.
Of course, it is not necessary for any one product to practice the application to achieve all of the advantages set forth above at the same time.
Drawings
In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings that are needed in the embodiments will be briefly described below, and it is obvious that the drawings in the following description are only some embodiments of the present application, and other drawings may be obtained according to these drawings without inventive effort for a person skilled in the art.
FIG. 1 is a schematic diagram of a system architecture provided by an embodiment of the present application;
FIG. 2 is a flow chart of a client side method provided by an embodiment of the present application;
FIG. 3 is a schematic diagram of a user-side interface provided by an embodiment of the present application;
FIG. 4 is a schematic diagram of an artificial customer service side interface provided by an embodiment of the present application;
FIG. 5 is a flowchart of a server side method according to an embodiment of the present application;
fig. 6 is a schematic diagram of a client side device according to an embodiment of the present application;
fig. 7 is a schematic diagram of a server side device according to an embodiment of the present application;
fig. 8 is a schematic diagram of an electronic device according to an embodiment of the present application.
Detailed Description
The following description of the embodiments of the present application will be made clearly and completely with reference to the accompanying drawings, in which it is apparent that the embodiments described are only some embodiments of the present application, but not all embodiments. All other embodiments, which are derived by a person skilled in the art based on the embodiments of the application, fall within the scope of protection of the application.
Firstly, it should be noted that, in the process of consulting the after-sale problem of the order by the customer service system, for the condition that the certificate is required to be audited, besides the intelligent customer service system guides the user to initiate the return goods or the refund, the user initiates the return goods refund application by himself, in another way, the intelligent customer service system can also switch the manual customer service for the consumer user under the condition that the certificate information audit cannot be automatically completed, and the manual customer service provides service for the consumer user. Under the condition that the manual customer service is online, the certificate information submitted by the consumer user can be judged in a manual auditing mode, and a deterministic solution is timely provided. However, in the process of moving from intelligent customer service to manual customer service, the consumer user may be required to repeatedly describe the problems encountered by the consumer user and repeatedly submit the credentials, which also increases the operation cost of the consumer user and may even cause the objection of the consumer user. In addition, in some systems, after the solution is given through the manual auditing mode, the manual customer service provides services such as 'sponsor for goods return and refund', etc. for the consumer user, at this time, the manual customer service can replace the consumer user to initiate goods return and refund, and the operations such as submitting after filling in the form are performed, so as to reduce the operation cost of the consumer user, but at the same time, the workload of the manual customer service is increased, and the waste of the manual customer service resource is caused.
In view of the above, in the embodiment of the present application, an after-sales service scheme for performing "slicing" is provided, that is, after a user initiates a consultation based on an after-sales problem of an order, a first "slicing" service may be provided to the user by the intelligent customer service system, where specific credential information may be obtained in the first "slicing", including uploading the credential information by the user, and so on; then, since it is generally difficult to determine the validity of such credential information by an automated technique, particularly in the case of valid credentials, about how much the actual use situation of the user is affected (to determine the refund proportion, etc.), and further, it is difficult to determine by an automated technique, a manual auditing task may be triggered, but the manual auditing task may be completed in a limited time, that is, it is required that a specific manual customer service completes the audit of the credential information within a certain time (e.g., 15S). In the process, a corresponding information card, such as a status prompt information about "audit" can be provided for the user, or a countdown information can also be provided for the user, and so on. After receiving the processing result of the manual auditing task, the intelligent customer service system can continue to provide the second "slice" service for the user, at this time, since the auditing result is already obtained, that is, the judgment result information about the validity of the specific credential is known, the intelligent customer service system can provide the advice information about the corresponding solution based on the judgment result. For example, refunds and refunds, or refunds only, in the case of refunds only, full refunds or partial refunds, in the case of partial refunds, recommended refund proportions, and so forth, may also be included. After that, whether the user accepts the specific suggestion can be selected by the user, if so, the intelligent customer service system can also provide a method for replacing the user to initiate the specific after-sales service application through an automatic technology, fill in a form, directly give a processing result to the after-sales service application and the like. That is, the user does not need to jump to an after-sales service application page such as refund, or manually fill in a form, and the user can directly confirm the type of the after-sales service in an interface for a dialogue with the intelligent customer service system, and can check the processed result of the after-sales service.
That is, in the embodiment of the present application, it is assumed that a user puts a single fruit on line, but after receiving a product, finds that there are some bad fruits therein, then a consultation can be initiated through a customer service channel, at this time, credential information such as a photo about the bad fruit can be submitted in a dialogue interface with an intelligent customer service, and then, it can be found that an information card is displayed in the dialogue interface, in which status prompt information such as "in-audit" is displayed, and in addition, countdown information can be included. After waiting for a few seconds, advice information about the solution (including type of after-market service, refund amount, etc.) may be viewed in the current dialogue interface, and if the user chooses to accept the advice, then information that the after-market service is completed, refund, etc. may be viewed in the dialogue interface. In this way, consultation and even after-sales service about order problems can be provided for users in a 'man-machine cooperation' mode, and although manual auditing tasks are triggered and audited in a manual mode in the conversation process, the consumer users do not need to perceive the existence of manual customer service, and for the consumer users, the intelligent customer service system helps the consumer users to quickly complete deterministic refunds and other matters after feeding back order problems to the intelligent customer service system and providing credential information, and the consumer users are not required to repeatedly and only urge. Therefore, the user experience can be greatly improved, and the waste of system resources is reduced. In addition, for the artificial customer service resources, as only the verification result is needed to be given to the credential information, the following processes such as refund initiation and the like can be automatically completed by the intelligent customer service system through an automation technology, the artificial customer service resources can be saved, the efficiency is improved, and the user experience is further improved.
From the system perspective, the embodiment of the application can improve an intelligent customer service system in a commodity information service system, as shown in fig. 1, the intelligent customer service system can comprise a client and a server, wherein the client can be built in a main client of the commodity information service system, and the server can be operated in a server (comprising a cloud server or other independent servers and the like). After the customer user can initiate an order problem consultation request at the access entrance of the customer service channel, the client side can display a specific intelligent dialogue interface, namely an interface for dialogue interaction between the user and the intelligent customer service system. The user can describe the specific problem through the page, and can upload related credential information and the like. The intelligent customer service system can determine whether the admission rule of the man-machine cooperative processing is met according to the description information of the problem and the like, and if so, the intelligent customer service system can carry out slicing processing according to the scheme provided by the embodiment of the application. In addition, the embodiment of the application also relates to a manual customer service workbench system provided for the manual customer service personnel, and the manual customer service workbench system also can comprise a service end and a client end. After specific credential information is determined, the intelligent customer service system can provide the specific credential information to a server side of the workbench system, a specific manual auditing task is generated at the server side and distributed to specific manual customer service personnel, then the task information can be pushed to a workbench system client side associated with the manual customer service personnel, the specific task is executed by the manual customer service through a relevant interface of the client side, and the specific credential information is checked and submitted to check whether an auditing result passes or not. And then, the intelligent customer service system server generates the suggestion information of the specific solution according to the execution condition of the manual auditing task, displays the suggestion information through an intelligent dialogue interface of the client, and can also interact with the server of the order service system by using an automation technology after the user selects and accepts the suggestion information to finish the processes of 'after-sales application such as refund initiation by a customer for the next generation' (in the process of initiating after-sales application, the process of 'filling in a form by the customer for the next generation' and the like) and 'automatic confirmation', so that the user can directly acquire an after-sales service result from the current intelligent dialogue interface.
The following describes in detail the specific implementation scheme provided by the embodiment of the present application.
Example 1
First, this embodiment provides an after-sales service processing method from the perspective of the service end of the intelligent customer service system, referring to fig. 2, the method may include:
s201: and responding to an order problem consultation request initiated by a user, and acquiring credential information corresponding to the order problem.
In the first embodiment, the execution subject of each step may be a server of the intelligent customer service system. In specific implementation, a customer service channel entrance may be provided through a client home page of the merchandise information service system, or a home page of a specific service plate or channel in the merchandise information service system (for example, a home page of a self-service "supermarket" service of a merchandise information service system), for example, a "customer service" entrance may be provided in a "my" page in the self-service "supermarket" service of the merchandise information service system, and a user may initiate a consultation request through such a customer service channel entrance.
After entering through the portal, specific order questions may be described or selected from among those predicted by the system as likely to be encountered to determine which aspect of the questions specifically need to be consulted. For example, specific questions may include merchandise quality issues, or return price differences after merchandise price reduction issues, application reimbursement issues, and the like.
After determining the problem type required to be consulted by the user, in an optional manner, whether the admission condition of the man-machine cooperation processing provided by the embodiment of the application is met or not can be judged, and if so, a corresponding interactive interface can be displayed for conversation between the user and the intelligent customer service system. Otherwise, if the above admission condition is not met, the processing can be performed according to a conventional scheme. For example, the problem that the user needs to provide the certificate and manually audit the certificate may be the problem that the above access condition is met, for example, the problem of commodity quality, etc.
Of course, in addition to determining the specific problem of the needed consultation, specific order information may also be determined, including, for example, order numbers, etc., to facilitate subsequent auditing and solution determination. Regarding specific order information, the associated order may be selected by the user, and so on. For example, as shown in fig. 3 (a), after entering the intelligent customer service interaction interface, the customer user may input his own questions, such as: the intelligent customer service system can provide an operation option of selecting orders for the user when the quality problem of the commodity is received, and the user can select the orders which need to be subjected to problem consultation currently by clicking the option.
After determining specific order and problem information and determining that the admission conditions are met, corresponding credential information can be obtained. In one mode, prompt information about submitting the credential information can be provided for the user through the interactive interface, and then the credential information corresponding to the order problem can be obtained according to the credential information submitted by the user. For example, as shown in fig. 3 (B), after determining the order problem and the specific order, an operation option of "submit credentials" may be provided in the smart client interactive interface, and the user may upload the credentials by clicking on the option. In the specific implementation, because the specific credential information can be usually a photo, a video and the like, prompt information such as notes in the photographing process can be provided for the user, so that the quality of the credential information is improved, and the situation of difficult recognition and the like is avoided.
Alternatively, if the user has uploaded the credential information related to the current order during the previous interaction with the intelligent customer service or through other means, the user may directly use the uploaded credential information without uploading the credential information separately. Of course, for goods, especially for fruit, the state of the goods may change over time, so that the uploading time of the historical uploading credential information may also be determined, and if the threshold value has been exceeded, the user may be required to upload again. That is, it may be determined whether voucher information corresponding to the order question has been received within a recent threshold time, and if so, the voucher information may be determined to be voucher information corresponding to the order question.
S202: and triggering a manual auditing task according to the order problem and the credential information so as to manually audit the validity of the credential information within a threshold time.
After the voucher information is obtained, a time-limited manual auditing task can be triggered according to the specific order problem and the voucher information. For example, specifically, order information, order questions, credential information, etc. may be provided to a human attendant workstation system where specific human audit tasks are generated, and then the specific human audit tasks may be assigned to specific human attendant personnel based on their shift status, online status, busy status, etc.
After the manual auditing task is distributed to the specific manual customer service personnel, task information can be pushed to the workbench client of the manual customer service personnel in a forced pushing mode, for example, a task frame can be popped up at the client of the manual customer service personnel and can be in a state of being incapable of being closed or being withdrawn, and prompt information such as countdown can be provided, so that the manual customer service personnel is required to complete the task as soon as possible. For example, the specific countdown time may be 15S, etc., and in the embodiment of the present application, since the manual customer service personnel only needs to make a determination as to whether the credential information is valid, and submit the determination result by clicking a corresponding button, etc., the task can be completed in the relatively short time. Of course, if the human attendant fails to complete the task within the above time, the task may also be automatically ended, at which point the intelligent customer service system may be deemed to have credentials invalid, and so on.
For example, in a specific implementation, the task interface displayed on the personnel customer service personnel may be shown in fig. 4, where credential information may be displayed, and of course, order information, merchandise information associated with the order, description information of the order problem by the user, etc. (the above information is not shown in fig. 4). In addition, countdown information may be provided in the interface, such as "please complete within 15 seconds, remaining 12 seconds" shown at the lower left corner, and so forth. After the judgment is made by the personnel, the submission of the auditing result can be completed by clicking a specific operation option. The specific operation options can comprise a credential valid option and a credential invalid option, and the manual customer service personnel can select and click one option according to the specific audit result to finish submitting the audit result. Or, for food commodities such as fruits, the specific order problem may affect only the use of part of the commodities by the user, for example, part of the fruits received by the user are bad, and at this time, other fruits can be eaten normally, so that the after-sales service can be performed by a way of "partially refund" to the user; of course, if it is determined that all of the goods associated with the order have been out of normal use, i.e., the use is affected as a whole, then an after-market service of "full refund" may also be provided, and so on. Thus, in a specific implementation, the operation options related to "credential valid" may be two, for example, as shown in fig. 4, one is "credential valid, and the other is" credential valid, and partially affects use ", so that, if the person in the manual service determines that the credential is valid, the person in the manual service may further determine whether the credential is wholly or partially affects use, and then submit the auditing result through the corresponding option. Of course, in practical application, the condition of valid credentials can be further subdivided into more options according to the influence degree on the specific use condition, and the details can be determined according to the practical condition, which is not described herein.
It should be noted that, in the process of triggering the manual auditing task and performing the manual auditing, a relevant information card may be provided in the interactive interface to prompt the user that the user is currently in the auditing process, and in addition, a relevant countdown information may also be provided. Since the countdown time is typically on the order of a few seconds, the user can be prompted by this information without having to leave the current interface, waiting for a few seconds to get a deterministic solution. For example, a particular information card may show "under-audit" status information in the card, as shown in fig. 3 (C), while the associated document may be shown: "affinity (nickname of intelligent customer service system, etc.) has received your credentials, is immediately verified, is hard to you feel happy waiting for 20 seconds, does not leave, and can also display a countdown progress bar, etc. to make the user have a more intuitive perception of the time needed to wait.
In addition, in the process of triggering the manual audit task according to the credential information, the data recording may be performed by using the identification such as the order number (or the identification such as the sub order number corresponding to one commodity when the same order is associated with a plurality of commodities and a problem is consulted for the commodity), where the recorded data may include: order (or sub-order) number, voucher information, problem description, auditor, audit result, creation time, audit time, etc.
S203: and generating corresponding solution proposal information according to the execution result of the manual auditing task.
After receiving the execution result of the manual auditing task, the proposal information of the solution to the current order problem can be generated according to the manual auditing result, and in addition, the information card displayed in the interactive interface can be updated to be in a finished waiting mode. The specific solution may include refund and refund, or may also be refund only, in the case of refund only, full refund or partial refund, etc. For example, when there is a problem in order for commodities such as fruits, or when there is a gap between some orders, only refunds are often generated. The determination as to whether to make a full refund or a partial refund may specifically be determined by combining the influence degree information of the specific order problem on the commodity use condition of the user under the condition that the certificate is valid. For example, in the example shown in fig. 3, when submitting the audit result, the human attendant may provide either an "overall impact use" or a "partial impact use" if the credential is valid, and may provide a "full refund" solution if the credential is valid, and may provide a "partial refund" solution if the credential is valid. The refund ratio may be preset in the intelligent customer service system, or may be configured to be different in response to the degree of influence of the degree of influence.
After determining the corresponding solution according to the manual auditing result, the solution can be provided as advice information to the user. At this time, specific solution information may be displayed through the intelligent customer service interaction interface, for example, as shown in fig. 3 (D), the specific solution information may include: refund type, refund reason, refund amount, etc. In addition, operation options such as 'not used', 'confirmed refund' can be provided, the user can select 'confirmed refund' if the user accepts the suggestion, otherwise 'not used' can be selected to exit the current flow, after-sales service can be initiated through other channels, and the like.
S204: and responding to the operation submitted by the user and accepting the solution proposal information, initiating an after-sales service application about the corresponding order according to the solution proposal information, and providing an after-sales service result.
After the user selects to accept a specific solution, the intelligent customer service system can also initiate an after-sales service application corresponding to the solution instead of the user and provide an after-sales service result. That is, after the user confirms the above solution, the information required on each field in the form for initiating the after-sales service is known, and the specific corresponding order information is known, so that the intelligent customer service system can automatically initiate the after-sales service for the user, and fill the information in the above solution into the corresponding field in the form through the automated filling technology, thereby completing the initiation of the after-sales service application. In addition, because the related certificates and the like are manually checked, and the specific solution is also provided by the intelligent customer service system, the confirmation of the after-sale service application can be automatically completed after the application is initiated. Furthermore, the corresponding confirmation result can be displayed through the intelligent customer service interactive interface, for example, refunds are completed, and the like.
By the method, the user can submit the credential information in the process of communicating with the intelligent customer service system aiming at the specific order problem, then wait for a plurality of seconds to obtain the solution information suggested by the intelligent customer service system, and after receiving the specific suggestion, the intelligent customer service system can also replace the user to finish the processes of after-sales service initiation, automatic form filling, automatic confirmation and the like, and the user can directly check the after-sales service results of refund completion and the like from the intelligent customer service interactive interface. The intelligent customer service interaction interface is not required to jump to an order page, and then the order page enters a return refund application page from an after-sale inlet in the order page, fills out a form (the process possibly also needs to involve re-uploading of credential information and the like), waits for verification and the like, so that the efficiency of acquiring after-sale service by a user can be improved, and the user experience is improved. For the manual customer service personnel, the validity audit of the credential information is only required to be completed, and the audit result is fed back, so that the processing such as the refund and refund is not required, and the manual customer service resources can be saved.
It should be noted that, in the process of initiating after-sales service applications such as goods returning and refund by replacing users through the intelligent customer service system, the credential information provided by the users can be automatically bound with specific after-sales service orders, so that the method is convenient for subsequent processes such as goods settlement with commodity suppliers.
In addition, in the embodiment of the application, because the 'slicing' service is provided for the user, namely, the order problem fed back by the user is received through the intelligent customer service system firstly, the credential information is acquired, then the user needs to check manually, then the user returns to the intelligent customer service system to provide a solution for the user, and after-sales service and the like are automatically initiated. In this process, the auditing of the credentials is an offline manual process, so that the online service process of the intelligent customer service system is interrupted, and the user experience is not required to perceive the interruption, i.e., the theoretically interrupted process is changed into a sustainable process. To achieve this, in practical applications, the SOP (Standard Operating Procedure, standard operating program) of the smart client system may be modified accordingly. The SOP refers to describing standard operation steps and requirements of a certain event in a unified format, and is used for guiding and standardizing daily work. The above SOP is improved because none of the existing SOPs may be of a type that can achieve hold for a fraction of the time to wait for the result to resume execution. Therefore, in the embodiment of the present application, a sop+sop manner may be adopted. The front SOP is used as a trigger to trigger a certificate auditing task, the rear SOP is used as a final solution for verifying the validity of a result of the certificate, and the triggering of the rear SOP is automatically triggered by the completion or overtime of the auditing task.
That is, after receiving the order problem consultation request, a first standard operation program SOP may be started (of course, in some cases, it may also be determined whether the current consultation request meets the corresponding admission condition, etc.), and the first SOP is ended after the credential information is acquired in the first SOP and the manual audit task is triggered. And then, after receiving the execution result of the manual auditing task, automatically starting a second SOP, and taking the execution result of the manual auditing task as a processing factor of the second SOP so as to provide the proposal information of the solution, replace a user to initiate an after-sales service application corresponding to the solution and provide the after-sales service result in the second SOP. Of course, in practical application, if the type capable of holding part of time exists in the existing SOP, the problem is not existed, and the completion of the manual audit is directly waited by holding part of time in the SOP.
In a word, according to the embodiment of the application, the intelligent customer service system can respond to the order problem consultation request initiated by the user, and trigger a manual auditing task after acquiring the credential information so as to audit the effectiveness of the credential information in a manual auditing mode; and then, generating solution proposal information in the intelligent customer service system according to the execution result of the manual auditing task, and after the user selects to accept the proposal, the intelligent customer service system can also replace the user to initiate an after-sales service application corresponding to the solution, fill in an application form and provide an after-sales service result. Through the processing mode of the 'slice type', after the consumer user can provide the credential information in the intelligent customer service system, the auditing result of the credential and the deterministic solution can be directly obtained in the intelligent customer service system, and then the after-sale service results such as the refund completion can be obtained in the current intelligent customer service system without the need of skipping pages such as order pages, after-sale service application pages such as refund, and the like and without the need of manually filling the application forms, so that the efficiency of obtaining after-sale service by the user can be improved, and the user experience is improved. For the manual customer service personnel, since only the auditing operation of the credential information is required to be executed, the subsequent refund and refund of the customer, the customer filling and the like can be completed through an automatic technology, and therefore, the manual customer service personnel resource can be saved.
In an alternative embodiment, if there is no type of SOP in the intelligent customer service system that can hold for a portion of the time to wait for the result to resume execution, the sop+sop approach may be used. The front SOP is used as a trigger to trigger a certificate auditing task, the rear SOP is used as a final solution for verifying the validity of a result of the certificate, and the triggering of the rear SOP is automatically triggered by the completion or overtime of the auditing task. Therefore, the theoretically intermittent flow can be changed into a continuous flow, so that a user can complete the complete flow from problem description to credential submission, to obtaining deterministic solutions, to obtaining after-sales service results and the like without executing operations such as jumping out of the current intelligent customer service system or switching to other interfaces.
Example two
The second embodiment corresponds to the first embodiment, and from the perspective of the intelligent customer service system client, an after-sales service processing method is provided, and referring to fig. 5, the method may include:
s501: responding to an order problem consultation request initiated by a user, and displaying an interactive interface;
s502: after order problem information is received through the interactive interface, submitting the order problem information to an intelligent customer service system server side so that the intelligent customer service system server side can acquire credential information corresponding to the order problem, triggering a time-limited manual auditing task according to the order problem and the credential information, and generating corresponding solution proposal information according to an execution result of the manual auditing task;
S503: displaying the solution proposal information through the interaction interface;
s504: responding to the operation of accepting the proposal information submitted by the user, submitting the proposal information to the intelligent customer service system server so that the intelligent customer service system server initiates an after-sales service application about a corresponding order according to the proposal information of the solution and provides an after-sales service result;
s505: and displaying the information of the after-sales service result through the interactive interface.
And in the execution process of the manual auditing task, an information card can be displayed through the interactive interface, wherein the information card comprises prompt information about the auditing state and auditing countdown information.
For the undescribed parts in the second embodiment, reference may be made to the description of the first embodiment and other parts of the specification, and the description is not repeated here.
It should be noted that, in the embodiment of the present application, the use of user data may be involved, and in practical application, the user specific personal data may be used in the solution described herein within the scope allowed by the applicable legal regulations in the country under the condition of meeting the applicable legal regulations in the country (for example, the user explicitly agrees to the user to notify practically, etc.).
Corresponding to the first embodiment, the embodiment of the present application further provides an after-sales service processing apparatus, referring to fig. 6, where the apparatus is applied to a service end of an intelligent customer service system, and includes:
a credential information obtaining unit 601, configured to obtain credential information corresponding to an order problem in response to an order problem consultation request initiated by a user;
a manual audit task triggering unit 602, configured to trigger a manual audit task according to the order problem and the credential information, so as to perform manual audit on the validity of the credential information in a threshold time;
a solution suggestion unit 603, configured to generate corresponding solution suggestion information according to an execution result of the manual audit task;
and a customer initiation service unit 604, configured to initiate an after-sales service application related to the corresponding order according to the solution suggestion information in response to the operation submitted by the user to accept the solution suggestion information, and provide an after-sales service result.
Wherein the apparatus may further comprise:
the first SOP starting unit is used for starting a first standard operation program SOP after receiving the order problem consultation request, acquiring the credential information from the first SOP, and ending the first SOP after triggering the manual auditing task;
And the second SOP starting unit is used for starting a second SOP after receiving the execution result of the manual auditing task, and taking the execution result of the manual auditing task as a processing factor of the second SOP so as to provide the solution proposal information, initiate the after-sale service application and provide the after-sale service result in the second SOP.
In addition, the apparatus may further include:
and the interactive interface providing unit is used for providing an interactive interface for carrying out dialogue between the user and the intelligent customer service system after receiving the order problem consultation request, displaying the interactive interface through a client, and providing the solution proposal information and the information about the after-sale service result through the interactive interface after acquiring the execution result of the manual auditing task.
Furthermore, the apparatus may further include:
and the information card providing unit is used for generating an information card for displaying in the interactive interface after triggering the manual auditing task, wherein the information card comprises prompt information about the auditing state and auditing countdown information.
The execution result of the manual auditing task comprises: judging whether the credential information is valid or not, wherein the judgment result also comprises influence degree information of the order problem on commodity use conditions of users when the credential information is valid;
in particular, the solution suggestion unit may be specifically configured to:
and generating corresponding solution proposal information according to the execution result of the manual auditing task, wherein the solution comprises goods returned, refunds and refunds only, wherein the refunds only comprise full refunds or partial refunds, and the solution proposal information also comprises refund proportion information when the part refunds.
In addition, the apparatus may further include:
and the credential information binding unit is used for binding the credential information with the corresponding generated after-sales service order when the after-sales service application is initiated.
Specifically, the credential information obtaining unit may specifically be configured to:
judging whether the voucher information corresponding to the order problem is received within the latest threshold time, and if so, determining the voucher information as the voucher information corresponding to the order problem.
Corresponding to the embodiment, the embodiment of the application also provides an after-sales service processing device, referring to fig. 7, the device is applied to an intelligent customer service system client, and comprises:
The interactive interface display unit 701 is configured to respond to an order problem consultation request initiated by a user, and display an interactive interface;
the order problem submitting unit 702 is configured to submit order problem information to an intelligent customer service system server after receiving the order problem information through the interactive interface, so that the intelligent customer service system server obtains credential information corresponding to the order problem, triggers a time-limited manual auditing task according to the order problem and the credential information, and generates corresponding solution proposal information according to an execution result of the manual auditing task;
a solution information displaying unit 703, configured to display the solution suggestion information through the interaction interface;
a user operation submitting unit 704, configured to submit the request to the intelligent customer service system server in response to the user submitted operation of accepting the suggestion information, so that the intelligent customer service system server initiates an after-sales service application about the corresponding order according to the solution suggestion information, and provides an after-sales service result;
and the service result display unit 705 is configured to display information of the after-sales service result through the interaction interface.
In particular, the apparatus may further include:
and the information card display unit is used for displaying the information card through the interactive interface in the execution process of the manual auditing task, wherein the information card comprises prompt information about the auditing state and auditing countdown information.
In addition, the embodiment of the application also provides a computer readable storage medium, on which a computer program is stored, which when being executed by a processor, implements the steps of the method of any one of the previous method embodiments.
And an electronic device comprising:
one or more processors; and
a memory associated with the one or more processors for storing program instructions that, when read for execution by the one or more processors, perform the steps of the method of any of the preceding method embodiments.
Fig. 8 illustrates an architecture of an electronic device, which may include, inter alia, a processor 810, a video display adapter 811, a disk drive 812, an input/output interface 813, a network interface 814, and a memory 820. The processor 810, video display adapter 811, disk drive 812, input/output interface 813, network interface 814, and memory 820 may be communicatively coupled via a communication bus 830.
The processor 810 may be implemented by a general-purpose CPU (Central Processing Unit, processor), microprocessor, application specific integrated circuit (Application Specific Integrated Circuit, ASIC), or one or more integrated circuits, etc., for executing relevant programs to implement the technical scheme provided by the present application.
The Memory 820 may be implemented in the form of ROM (Read Only Memory), RAM (Random Access Memory ), static storage device, dynamic storage device, or the like. The memory 820 may store an operating system 821 for controlling the operation of the electronic device 800, and a Basic Input Output System (BIOS) for controlling low-level operation of the electronic device 800. In addition, a web browser 823, a data storage management system 824, an after-market service processing system 825, and the like may also be stored. The after-sales service processing system 825 may be an application program embodying the operations of the steps described above in the embodiment of the present application. In general, when implemented in software or firmware, the relevant program code is stored in memory 820 and executed by processor 810.
The input/output interface 813 is used to connect with an input/output module to realize information input and output. The input/output module may be configured as a component in a device (not shown) or may be external to the device to provide corresponding functionality. Wherein the input devices may include a keyboard, mouse, touch screen, microphone, various types of sensors, etc., and the output devices may include a display, speaker, vibrator, indicator lights, etc.
Network interface 814 is used to connect communication modules (not shown) to enable communication interactions of the present device with other devices. The communication module may implement communication through a wired manner (such as USB, network cable, etc.), or may implement communication through a wireless manner (such as mobile network, WIFI, bluetooth, etc.).
Bus 830 includes a path for transferring information between components of the device (e.g., processor 810, video display adapter 811, disk drive 812, input/output interface 813, network interface 814, and memory 820).
It is noted that although the above-described devices illustrate only the processor 810, video display adapter 811, disk drive 812, input/output interface 813, network interface 814, memory 820, bus 830, etc., the device may include other components necessary to achieve proper operation in an implementation. Furthermore, it will be appreciated by those skilled in the art that the apparatus may include only the components necessary to implement the present application, and not all of the components shown in the drawings.
From the above description of embodiments, it will be apparent to those skilled in the art that the present application may be implemented in software plus a necessary general hardware platform. Based on such understanding, the technical solution of the present application may be embodied essentially or in a part contributing to the prior art in the form of a software product, which may be stored in a storage medium, such as a ROM/RAM, a magnetic disk, an optical disk, etc., including several instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to execute the method described in the embodiments or some parts of the embodiments of the present application.
In this specification, each embodiment is described in a progressive manner, and identical and similar parts of each embodiment are all referred to each other, and each embodiment mainly describes differences from other embodiments. In particular, for a system or system embodiment, since it is substantially similar to a method embodiment, the description is relatively simple, with reference to the description of the method embodiment being made in part. The systems and system embodiments described above are merely illustrative, wherein the elements illustrated as separate elements may or may not be physically separate, and the elements shown as elements may or may not be physical elements, may be located in one place, or may be distributed over a plurality of network elements. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of this embodiment. Those of ordinary skill in the art will understand and implement the present application without undue burden.
The after-sales service processing method and the electronic device provided by the application are described in detail, and specific examples are applied to illustrate the principle and the implementation of the application, and the description of the examples is only used for helping to understand the method and the core idea of the application; also, it is within the scope of the present application to be modified by those of ordinary skill in the art in light of the present teachings. In view of the foregoing, this description should not be construed as limiting the application.
Claims (11)
1. The after-sales service processing method is characterized by being applied to an intelligent customer service system server and comprising the following steps:
responding to an order problem consultation request initiated by a user, and acquiring credential information corresponding to the order problem;
triggering a manual auditing task according to the order problem and the credential information so as to manually audit the validity of the credential information within a threshold time;
generating corresponding solution proposal information according to the execution result of the manual auditing task;
and responding to the operation submitted by the user and accepting the solution proposal information, initiating an after-sales service application about the corresponding order according to the solution proposal information, and providing an after-sales service result.
2. The method as recited in claim 1, further comprising:
after receiving the order problem consultation request, starting a first standard operation program SOP, acquiring the credential information from the first SOP, triggering the manual auditing task and ending the first SOP;
and after receiving the execution result of the manual auditing task, starting a second SOP, taking the execution result of the manual auditing task as a processing factor of the second SOP, so that in the second SOP, processing for providing the solution proposal information, initiating the after-sale service application and providing the after-sale service result is performed.
3. The method as recited in claim 1, further comprising:
and after receiving the order problem consultation request, providing an interactive interface for carrying out dialogue between the user and the intelligent customer service system, displaying the interactive interface through a client, and providing the solution proposal information and the information about the after-sale service result through the interactive interface after acquiring the execution result of the manual auditing task.
4. A method according to claim 3, further comprising:
And after triggering the manual auditing task, generating an information card for displaying in the interactive interface, wherein the information card comprises prompt information about the auditing state and auditing countdown information.
5. The method of claim 1, wherein the step of determining the position of the substrate comprises,
the execution result of the manual auditing task comprises: judging whether the credential information is valid or not, wherein the judgment result also comprises influence degree information of the order problem on commodity use conditions of users when the credential information is valid;
the generating corresponding solution proposal information includes:
and generating corresponding solution proposal information according to the execution result of the manual auditing task, wherein the solution comprises goods returned, refunds and refunds only, wherein the refunds only comprise full refunds or partial refunds, and the solution proposal information also comprises refund proportion information when the part refunds.
6. The method as recited in claim 1, further comprising:
and binding the credential information with the corresponding generated after-sales service order when the after-sales service application is initiated.
7. The method of claim 1, wherein the step of determining the position of the substrate comprises,
The acquiring credential information corresponding to the order problem includes:
judging whether the voucher information corresponding to the order problem is received within the latest threshold time, and if so, determining the voucher information as the voucher information corresponding to the order problem.
8. An after-sales service processing method, which is applied to an intelligent customer service system client, comprises the following steps:
responding to an order problem consultation request initiated by a user, and displaying an interactive interface;
after order problem information is received through the interactive interface, submitting the order problem information to an intelligent customer service system server side so that the intelligent customer service system server side can acquire credential information corresponding to the order problem, triggering a time-limited manual auditing task according to the order problem and the credential information, and generating corresponding solution proposal information according to an execution result of the manual auditing task;
displaying the solution proposal information through the interaction interface;
responding to the operation of accepting the proposal information submitted by the user, submitting the proposal information to the intelligent customer service system server so that the intelligent customer service system server initiates an after-sales service application about a corresponding order according to the proposal information of the solution and provides an after-sales service result;
And displaying the information of the after-sales service result through the interactive interface.
9. The method as recited in claim 8, further comprising:
and in the execution process of the manual auditing task, displaying an information card through the interactive interface, wherein the information card comprises prompt information about the auditing state and auditing countdown information.
10. A computer readable storage medium, on which a computer program is stored, characterized in that the program, when being executed by a processor, implements the steps of the method according to any one of claims 1 to 9.
11. An electronic device, comprising:
one or more processors; and
a memory associated with the one or more processors for storing program instructions that, when read for execution by the one or more processors, perform the steps of the method of any of claims 1 to 9.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202310560934.XA CN116664146A (en) | 2023-05-15 | 2023-05-15 | After-sales service processing method and electronic equipment |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202310560934.XA CN116664146A (en) | 2023-05-15 | 2023-05-15 | After-sales service processing method and electronic equipment |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN116664146A true CN116664146A (en) | 2023-08-29 |
Family
ID=87712852
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN202310560934.XA Pending CN116664146A (en) | 2023-05-15 | 2023-05-15 | After-sales service processing method and electronic equipment |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN116664146A (en) |
-
2023
- 2023-05-15 CN CN202310560934.XA patent/CN116664146A/en active Pending
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| US11836453B2 (en) | Virtual assistant domain functionality | |
| CN108537533B (en) | Self-service shopping settlement method and system | |
| US10108998B2 (en) | Method and system of directed, two-way consultative communications between a webpage user and a remote representative | |
| US20130311339A1 (en) | Chat enabled online marketplace systems and methods | |
| US8160938B2 (en) | Systems and methods for automatic bid solicitation during transaction process | |
| CN108648322B (en) | Express cabinet-based welfare lottery selling method and express cabinet | |
| US20200233617A1 (en) | Methods and systems for improving disclosure requirement compliance | |
| CN110097356B (en) | Payment method, device, equipment and storage medium | |
| CN111160935A (en) | Automobile sales management system | |
| US7533121B2 (en) | Executing pages of a guided process application in parallel | |
| CN113868358A (en) | Distribution order information display method and device and electronic equipment | |
| CN112422633A (en) | User request response method and device, computer readable storage medium and equipment | |
| CN116664146A (en) | After-sales service processing method and electronic equipment | |
| CN116862494A (en) | Payment method and device based on payment cash register and readable storage medium | |
| WO2017044580A1 (en) | Methods and systems for assessing order compliance by determining pre-submission order adherence of a preliminary order using a front-end server | |
| US11694235B2 (en) | Method, apparatus, and computer readable medium for providing a modular framework of asynchronous and parallel processes | |
| JP6224194B1 (en) | Test process management system, test process management method, and test process management program | |
| CN114240335A (en) | Data processing method and device | |
| CN111222934B (en) | Information release method, device and computer system | |
| CN114596131A (en) | Commodity information processing method and device and electronic equipment | |
| CN112686724A (en) | Information recommendation method and device, electronic equipment and storage medium | |
| CN111105304A (en) | Data processing method and device, storage medium and electronic terminal | |
| KR102425408B1 (en) | Method, Apparatus and System of analyzing and processing data of online shopping | |
| CN111160817A (en) | Goods acceptance method and system, computer system and computer readable storage medium | |
| CN112488860B (en) | Method and system for processing group list |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination |