CN116720867A - Customer appeal processing method, system, electronic equipment and storage medium - Google Patents

Customer appeal processing method, system, electronic equipment and storage medium Download PDF

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Publication number
CN116720867A
CN116720867A CN202310530796.0A CN202310530796A CN116720867A CN 116720867 A CN116720867 A CN 116720867A CN 202310530796 A CN202310530796 A CN 202310530796A CN 116720867 A CN116720867 A CN 116720867A
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appeal
processing
customer
scene
target
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吕竹林
任菁
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Ctrip Travel Information Service Shanghai Co Ltd
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Ctrip Travel Information Service Shanghai Co Ltd
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    • 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
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    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
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    • G06F40/289—Phrasal analysis, e.g. finite state techniques or chunking
    • 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
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G06Q30/0633—Lists, e.g. purchase orders, compilation or processing
    • G06Q30/0635—Processing of requisition or of purchase orders
    • 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
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Abstract

The invention discloses a processing method, a system, electronic equipment and a storage medium for customer appeal, wherein the processing method comprises the following steps: acquiring a customer appeal text and customer order information; determining a corresponding target appeal scene according to the appeal text; determining a corresponding target appeal processing scheme according to the target appeal scene and the order information; and executing corresponding operations according to the target appeal processing scheme. According to the method and the system, the target appeal scene is determined through the appeal text of the customer, and the corresponding relation between the appeal scene and the appeal processing scheme is established in advance, so that the corresponding target appeal processing scheme is determined according to the appeal scene and the order information of the customer, corresponding operation is automatically executed based on the target appeal processing scheme, manual intervention is reduced through an intelligent flow, the problem of excessive occupation of human resources is solved, the processing efficiency of the appeal is improved, and customer experience is further improved.

Description

Customer appeal processing method, system, electronic equipment and storage medium
Technical Field
The present invention relates to the field of computer technologies, and in particular, to a method, a system, an electronic device, and a storage medium for processing customer appeal.
Background
At present, a large number of hotels are in butt joint with a network platform, and various resources of the hotels are managed in an assisted mode through the network platform, so that clients can enjoy the services of the hotels and the services of the network platform. In the hotel booking process, the clients inevitably encounter the scene that the hotel order needs to be modified due to travel adjustment or other reasons, and according to the hotel regulations, the modification may exceed the modification time required by the hotel, for example, the order cannot be canceled after a certain time point of the check-in day, and the clients can coordinate with the hotel through the manual customer service on the network platform.
The platform customer service records the content which the customer wants to modify and contacts the hotel to carry out coordination modification, wherein the client is involved in the interests of the client on the network platform, the interests of the client on the hotel and the like, so that different clients have different processing progress and processing results, for example, some clients and the hotel sign a protocol with long-term cooperation, the coordination efficiency is possibly higher than that of common clients, the customer service cannot clearly determine the processing progress and the reply time of the hotel, the processing results of the hotel can only be passively waited, the guest cannot be accurately replied, and the guest can only enter the line inquiry for many times under the condition that the guest cannot know the processing progress, the customer service can only continuously remark the modification appeal of the client and confirm the processing results to the hotel, and the repeated work in the processing results leads to the waste of human resources and also influences the experience of the client.
Disclosure of Invention
The invention aims to overcome the defects of waste of manual resources and poor customer experience when customer demands are processed by platform customer service in the prior art, and provides a processing method, a processing system, electronic equipment and a storage medium for customer demands.
The invention solves the technical problems by the following technical scheme:
a first aspect of the present invention provides a method for processing a customer appeal, the method for processing a customer appeal including:
acquiring a customer's appeal text and the customer's order information;
determining a corresponding target appeal scene according to the appeal text;
determining a corresponding target appeal processing scheme according to the target appeal scene and the order information;
and executing corresponding operation according to the target appeal processing scheme.
Preferably, the step of determining the target appeal scene according to the appeal text includes:
identifying at least one intent keyword in the appeal text;
determining at least one appeal scene corresponding to the intent key word according to the corresponding relation between the intent key word and the appeal scene, wherein different appeal scenes correspond to different priorities;
and determining the appeal scene with the highest priority as the target appeal scene.
Preferably, the step of determining a corresponding target appeal processing scheme according to the target appeal scene and the order information includes:
determining at least one appeal processing scheme corresponding to the target appeal scene according to the correspondence between the appeal scene and the appeal processing scheme;
and screening target appeal processing schemes matched with the order information from the at least one appeal processing scheme.
Preferably, after the step of executing the corresponding operation according to the target appeal processing scheme, the method further includes:
judging whether a processing result of the target appeal processing scheme is received within a preset duration, and if not, distributing corresponding manual customer service to process the appeal text.
In a second aspect of the present invention, a processing system for customer appeal is provided, where the processing system for customer appeal includes an acquisition module, a first determination module, a second determination module, and a first processing module:
the acquisition module is used for acquiring a client's appeal text and the client's order information;
the first determining module is used for determining a corresponding target appeal scene according to the appeal text;
the second determining module is used for determining a corresponding target appeal processing scheme according to the target appeal scene and the order information;
the first processing module is used for executing corresponding operations according to the target appeal processing scheme.
Preferably, the first determining module includes an identifying unit, a first determining unit, and a second determining unit:
the identification unit is used for identifying at least one intention keyword in the appeal text;
the first determining unit is used for determining at least one appeal scene corresponding to the intention keyword according to the corresponding relation between the intention keyword and the appeal scene, wherein different appeal scenes correspond to different priorities;
the second determining unit is configured to determine that the appeal scene with the highest priority is the target appeal scene.
Preferably, the second determination module includes a third determination unit and a fourth determination unit
The third determining unit is used for determining at least one appeal processing scheme corresponding to the target appeal scene according to the corresponding relation between the appeal scene and the appeal processing scheme;
the fourth determining unit is used for screening out a target appeal processing scheme matched with the order information from the at least one appeal processing scheme.
Preferably, the processing system for customer appeal further comprises a judging module and a second processing module:
the judging module is used for judging whether the processing result of the target appeal processing scheme is received within a preset duration, and if not, the second processing module is called;
the second processing module is used for distributing corresponding manual customer service to process the appeal text.
A third aspect of the invention provides an electronic device comprising a memory, a processor and a computer program stored on the memory for running on the processor, which processor, when executing the computer program, implements the customer-complaint handling method of the invention.
A fourth aspect of the present invention provides a computer readable storage medium having stored thereon a computer program which when executed by a processor implements the customer appeal processing method of the present invention.
On the basis of conforming to the common knowledge in the field, the above preferred conditions can be arbitrarily combined to obtain the preferred examples of the invention.
The invention has the positive progress effects that:
the target appeal scene is determined through the appeal text of the customer, and the corresponding relation between the appeal scene and the appeal processing scheme is established in advance, so that the corresponding target appeal processing scheme is determined according to the appeal scene and the order information of the customer, corresponding operation is automatically executed based on the target appeal processing scheme, the customer appeal is processed, manual intervention is reduced through an intelligent flow, the problem of excessive occupation of human resources is solved, the processing efficiency of the appeal is improved, and customer experience is further improved.
Drawings
Fig. 1 is a flow chart of a processing method of customer appeal according to embodiment 1 of the present invention.
Fig. 2 is a flowchart of step S12 in the processing method of customer appeal according to embodiment 1 of the present invention.
Fig. 3 is a flowchart of step S13 in the processing method of customer appeal according to embodiment 1 of the present invention.
Fig. 4 is a schematic diagram of a processing system for customer appeal according to embodiment 2 of the present invention.
Fig. 5 is a schematic diagram of the first determining module 22 in the processing system for customer appeal according to embodiment 2 of the present invention.
Fig. 6 is a schematic diagram of the second determining module 23 in the processing system for customer appeal according to embodiment 2 of the present invention.
Fig. 7 is a schematic structural diagram of an electronic device according to embodiment 3 of the present invention.
Detailed Description
The invention is further illustrated by means of the following examples, which are not intended to limit the scope of the invention.
Example 1
The embodiment provides a method for processing customer appeal, which means that after a customer subscribes merchant service through a third party platform, when the customer proposes customer appeal such as changing subscribed service or canceling subscribed service, a solution is provided for the customer through the third party platform. In this embodiment, the processing method of customer appeal may be applied to a field where merchant services such as modification processing of hotel orders, ticket modification processing at airports, post-sale processing after purchasing products include a term of validity.
For convenience of explanation, the following describes the modification processing field of hotel orders, referring to fig. 1, the processing method of customer appeal includes the following steps:
s11, acquiring a customer appeal text and customer order information.
In this embodiment, the appeal text is used to characterize the appeal of the modification order of the customer, and as an alternative embodiment, a visual man-machine interaction interface is provided, through which the customer can input own appeal information, including the order that is desired to be modified, the reason for modifying the order, the specific content of the modification, the contact way of the notified modification result, and so on. As an optional implementation manner, when filling some appeal information, a plurality of triggerable controls may be further provided on the man-machine interaction interface, where each triggerable control corresponds to an option, for example, when filling a reason for modifying an order, the triggerable controls may include options such as a travel change, traffic delay or cancellation, reservation error, physical discomfort, hotel reason or other reasons, and the client may select the corresponding options by clicking the triggerable controls. And after receiving the appeal information input by the client on the man-machine interaction interface, automatically generating the appeal text according to the appeal information.
Alternatively, the customer may describe his own appeal in terms of speech, and then convert the appeal speech to the appeal text by speech recognition techniques.
In this embodiment, the number of modified orders may be one or more, and the original orders that the customer needs to modify may be directly found from the customer's demand text, so as to obtain the order information of the original orders.
S12, determining a corresponding target appeal scene according to the appeal text.
In this embodiment, the customer' S appeal text is classified and refined to a specific appeal scene, see fig. 2, and step S12 specifically includes the following steps:
s121, identifying at least one intention keyword in the appeal text.
In this embodiment, the prosecution text is subjected to word segmentation, key information for identifying the intention of the customer is screened from the word segmentation result, and then whether the key information is consistent with corresponding information in the order information is judged, if not, the key information is used as the intention key word. As an alternative embodiment, the key information includes hotel information, such as hotel and house type, etc.; or date information such as date of entry and date of departure, etc.; or room number information; or check-in information such as check-in name and contact, etc.
For example, assuming that the customer includes a check-in date of 7 months 1 and a check-out date of 7 months 3 days in the contents submitted in the modification appeal, and the check-in date recorded by the original order is 7 months 1 and the check-out date is 7 months 5 days, it can be judged that the check-in date is not changed, and the check-out date is inconsistent, the check-out date is taken as the intention keyword.
S122, determining at least one appeal scene corresponding to the intention key word according to the corresponding relation between the intention key word and the appeal scene.
As an optional implementation manner, when the intent keyword is hotel information, the corresponding appeal scene includes modifying a hotel or modifying a room shape; when the intention keyword is date information, the corresponding appeal scene includes advance check-in, delay check-in, middle cancellation (such as a few days in the middle and a few days before and after) advance check-out, delay check-in, advance check-in+advance check-out, delay check-in+advance check-out, advance check-in+delay check-out or delay check-in+delay check-out, etc.; when the intention keywords are room number information, the corresponding appeal scene comprises reducing the room number or increasing the room number; when the intent keyword is the presence information, the corresponding appeal scenario includes modifying the presence name and modifying the contact, etc.
In this embodiment, different appeal scenes correspond to different priorities, and in general, the larger the modification to the original ticket is, the larger the priority corresponding to the appeal scene is. As an example, the specific division of priorities corresponding to the complaint scenario in the present embodiment is as shown in table 1:
TABLE 1
Of course, the present embodiment is not limited to the above-mentioned appeal scene, and the appeal scene can be continuously refined and supplemented by collecting and analyzing the appeal texts of different clients.
S123, determining the appeal scene with the highest priority as the target appeal scene.
In this embodiment, the appeal scene may be one or more scenes, and when the appeal scene includes a plurality of, the appeal scene in which the priority is highest is regarded as the target appeal scene.
S13, determining a corresponding target appeal processing scheme according to the target appeal scene and the order information.
In this embodiment, according to the determined target appeal scenario, the corresponding appeal processing scheme is matched in combination with the order information, referring to fig. 3, step S13 specifically includes the following steps:
s131, determining at least one appeal processing scheme corresponding to the target appeal scene according to the corresponding relation between the appeal scene and the appeal processing scheme.
As an optional implementation manner, a corresponding relation table of the appeal scene and the appeal processing scheme is built in advance, and after the appeal scene is input, the corresponding appeal processing scheme is queried from the corresponding relation table. As an example, the correspondence table between the appeal scene and the appeal processing scheme is shown in table 2:
TABLE 2
In this embodiment, directly connecting refers to a docking mode of a hotel and a platform, for example, directly connecting the hotel can be processed by calling a corresponding API (application programming interface) interface, for example, the hotel docks the platform through a merchant system; the protocol refers to the cooperation mode of hotels and clients, and the member refers to the interaction mode of the platform and the provider platform; the rule refers to a time range which is explicitly given by the hotel and can cancel or modify the order at the latest, wherein the time range is in accordance with the rule, and the time range is out of the rule.
S132, screening out a target appeal processing scheme matched with the order information from at least one appeal processing scheme.
In this embodiment, different appeal treatment schemes are required to meet different conditions regarding hotel regulations and the relationship of the hotel, customer and platform. As an optional implementation manner, the relationship between the hotel and the third party platform can be obtained from the order information, and the relationship between the hotel and the customer, and the relationship between the customer and the platform, for example, the relationship between the hotel and the third party platform comprises direct connection or non-direct connection; the relationship between the hotel and the customer includes a protocol relationship, and the relationship between the customer and the platform includes a membership relationship, in this embodiment, the protocol and the membership are parallel order information, and the protocol relationship is usually used as a priority processing mode; in addition, the reservation time can be obtained from the order information, whether the customer requirements meet the regulations or not is judged according to the reservation time, and if the customer requirements meet the regulations, the customer requirements are directly processed according to the requirements processing scheme meeting the regulations. Of course, the present embodiment is not limited to the order information described above.
S14, executing corresponding operation according to the target appeal processing scheme.
In the complaint treatment scheme, except for the manual treatment operation, the other operations belong to an automation operation, and as an alternative implementation mode, the automation operation of the target complaint treatment scheme is performed through a machine customer service.
S15, judging whether a processing result of the target appeal processing scheme is received within a preset duration, and if not, executing the step S16.
In this embodiment, the processing result refers to a result generated when a significant progress or change occurs in the processing process of a customer appeal, and the preset duration refers to a processing duration threshold corresponding to an appeal processing scheme, and different appeal processing schemes correspond to different processing duration thresholds. As an alternative implementation, the processing results include lossless processing, fees to be refund, successful refund, failure of hotel coordination, customer's negotiation with the hotel, customer's abandonment of modification, reminding of customer to supplement related evidence, etc.
In this embodiment, if the processing result of the target appeal processing scheme is received within the processing duration threshold corresponding to the target appeal processing scheme, the processing result may be sent to the mobile terminal of the corresponding client, or the processing result may be sent to the hotel through the docking hotel direct connection port or sent to the vendor platform through the docking vendor platform interface. As an alternative implementation, the processing status of the appeal text may also be synchronized to the customer and hotel during the appeal process, where the processing status of the appeal text includes submitted, in-process, in-negotiation with the hotel, modification success, modification failure, modification cancellation, and the like.
For example, if the customer wants to leave the store in advance, if the time that the hotel can leave the store exceeds, the machine customer service of the platform automatically sends the customer appeal to the hotel for coordination processing, waits for the reply of the hotel, automatically modifies the original order and automatically returns the corresponding room fee if the hotel replies to the reply within the preset time, and finally informs the customer of the completion of the processing; if the hotel replies disagreement within the preset duration, a processing result of the coordination failure is fed back to the client, and meanwhile, if the hotel replies with a reason of the modification failure, the failure reason is automatically analyzed, so that the client is reminded of supplementing relevant evidence; if the hotel does not reply within the preset time period and the customer does not feed back any information, the step S16 is further performed.
S16, distributing corresponding manual customer service processing appeal texts.
In this embodiment, when the machine customer service processing exceeds a certain time, the manual customer service is allocated for the follow-up processing, and if the manual customer service processing exceeds a certain time, the higher-level manual customer service is allocated for the follow-up processing according to the level of the manual customer service.
According to the method and the device, the target appeal scene is determined through the appeal text of the customer, and the corresponding relation between the appeal scene and the appeal processing scheme is established in advance, so that the corresponding target appeal processing scheme is determined according to the appeal scene and the order information of the customer, corresponding operation is automatically executed based on the target appeal processing scheme, the customer appeal is processed, manual intervention is reduced through an intelligent flow, the problem of excessive occupation of human resources is solved, the processing efficiency of the appeal is improved, and customer experience is further improved. In addition, the embodiment presets a processing time threshold corresponding to each appeal processing scheme, and in the processing process, if the processing time threshold is exceeded, manual customer service follow-up processing is distributed, so that the service quality is guaranteed and improved, and the customer experience is further improved.
Example 2
The embodiment provides a processing system for customer appeal, which is used for providing a solution for a customer through a third party platform when the customer proposes customer appeal such as changing subscribed services or canceling subscribed services after the customer subscribes merchant services through the third party platform. In this embodiment, the processing system of customer appeal can be applied to a field where merchant services such as modification processing of hotel orders, ticket modification processing at airports, post-sale processing after purchasing products, and the like include a term of validity.
For convenience of explanation, referring to fig. 4, the processing system for customer appeal includes an acquisition module 21, a first determination module 22, a second determination module 23, a first processing module 24, a judgment module 25, and a second processing module 26.
The acquiring module 21 is configured to acquire a customer's appeal text and customer's order information. In this embodiment, the appeal text is used to characterize the appeal of the modification order of the customer, and as an alternative embodiment, the acquisition module 21 provides a visual man-machine interaction interface, through which the customer can input his own appeal information, including the order that is desired to be modified, the reason for modifying the order, the specific content of the modification, and the contact means to be notified of the modification result, etc. As an optional implementation manner, when filling some appeal information, a plurality of triggerable controls may be further provided on the man-machine interaction interface, where each triggerable control corresponds to an option, for example, when filling a reason for modifying an order, the triggerable controls may include options such as a travel change, traffic delay or cancellation, reservation error, physical discomfort, hotel reason or other reasons, and the client may select the corresponding options by clicking the triggerable controls. The obtaining module 21 automatically generates a appeal text according to the appeal information after receiving the appeal information input by the client on the man-machine interaction interface.
Alternatively, the customer may describe his own appeal in terms of speech, and the reacquiring module 21 converts the appeal speech into the appeal text by means of speech recognition technology.
In this embodiment, the number of modified orders may be one or more, and the obtaining module 21 may directly find the original orders that the customer needs to modify from the text of the customer's appeal, so as to obtain the order information of these original orders.
The first determining module 22 is configured to determine a corresponding target appeal scene according to the appeal text. In this embodiment, the first determining module 22 classifies the text of the customer's appeal, refines to a specific appeal scene, and referring to fig. 5, the first determining module 22 includes an identifying unit 221, a first determining unit 222, and a second determining unit 223.
The recognition unit 221 is used to recognize at least one intended keyword in the appeal text. In this embodiment, the recognition unit 221 performs word segmentation processing on the complaint text, screens out key information for identifying the intention of the customer from the word segmentation result, and then determines whether the key information is consistent with the corresponding information in the order information, and if not, the recognition unit 221 uses the key information as the intention key. As an alternative embodiment, the key information includes hotel information, such as hotel and house type, etc.; or date information such as date of entry and date of departure, etc.; or room number information; or check-in information such as check-in name and contact, etc.
For example, assuming that the customer includes a check-in date of 7 months 1 and a check-out date of 7 months 3 days in the contents submitted in the modification appeal, and the check-in date recorded by the original order is 7 months 1 and the check-out date is 7 months 5 days, it can be judged that the check-in date is not changed, and the check-out date is inconsistent, the check-out date is taken as the intention keyword.
The first determining unit 222 is configured to determine at least one appeal scene corresponding to the intent keyword according to a correspondence between the intent keyword and the appeal scene. As an optional implementation manner, when the intent keyword is hotel information, the corresponding appeal scene includes modifying a hotel or modifying a room shape; when the intention keyword is date information, the corresponding appeal scene includes advance check-in, delay check-in, middle cancellation (such as a few days in the middle and a few days before and after) advance check-out, delay check-in, advance check-in+advance check-out, delay check-in+advance check-out, advance check-in+delay check-out or delay check-in+delay check-out, etc.; when the intention keywords are room number information, the corresponding appeal scene comprises reducing the room number or increasing the room number; when the intent keyword is the presence information, the corresponding appeal scenario includes modifying the presence name and modifying the contact, etc.
In this embodiment, different appeal scenes correspond to different priorities, and in general, the larger the modification to the original ticket is, the larger the priority corresponding to the appeal scene is. As an example, the specific division of priorities corresponding to the complaint scenes in this embodiment is shown in table 1 in embodiment 1.
Of course, the present embodiment is not limited to the above-mentioned appeal scenario, and the first determining unit 222 may continuously refine and supplement the appeal scenario by collecting and analyzing the appeal texts of different clients.
The second determining unit 223 is configured to determine the appeal scene with the highest priority as the target appeal scene. In the present embodiment, the appeal scene may be one or more scenes, and when the appeal scene includes a plurality of, the second determination unit 223 regards the appeal scene in which the priority is highest as the target appeal scene.
The second determining module 23 is configured to determine a corresponding target appeal processing scheme according to the target appeal scene and the order information. In this embodiment, the second determining module 23 matches the corresponding appeal processing scheme in combination with the order information according to the determined target appeal scene, and referring to fig. 6, the second determining module 23 includes a third determining unit 231 and a fourth determining unit 232.
The third determining unit 231 is configured to determine at least one appeal processing scheme corresponding to the target appeal scene according to the correspondence between the appeal scene and the appeal processing scheme. As an optional implementation manner, the third determining unit 231 builds a corresponding relation table of the appeal scene and the appeal processing scheme in advance, and after the second determining unit inputs the appeal scene, the third determining unit 231 queries the corresponding appeal processing scheme from the corresponding relation table. As an example, the correspondence table of the appeal scene and the appeal processing scheme is shown in table 2 in embodiment 1.
In this embodiment, direct connection refers to a docking mode of a hotel and a platform, for example, the hotel can be directly connected to the docking platform through calling a corresponding API interface, for example, the hotel is docked with the platform through a merchant system; the protocol refers to the cooperation mode of hotels and clients, and the member refers to the interaction mode of the platform and the provider platform; the rule refers to a time range which is explicitly given by the hotel and can cancel or modify the order at the latest, wherein the time range is in accordance with the rule, and the time range is out of the rule.
The fourth determining unit 232 is configured to screen out a target appeal processing scheme matching the order information from at least one appeal processing scheme. In this embodiment, different appeal treatment schemes are required to meet different conditions regarding hotel regulations and the relationship of the hotel, customer and platform. As an optional implementation manner, the fourth determining unit 232 may obtain, from the order information, a relationship between the hotel and the third party platform, a relationship between the hotel and the customer, and a relationship between the customer and the platform, where, for example, the relationship between the hotel and the third party platform includes direct connection or non-direct connection; the relationship between the hotel and the customer includes a protocol relationship, and the relationship between the customer and the platform includes a membership relationship, in this embodiment, the protocol and the membership are parallel order information, and the protocol relationship is usually used as a priority processing mode; in addition, the fourth determining unit 232 may also obtain the reservation time from the order information, and determine whether the customer's requirement meets the rule according to the reservation time, and if so, directly process according to the requirement processing scheme meeting the rule. Of course, the present embodiment is not limited to the order information described above.
The first processing module 24 is configured to perform a corresponding operation according to the target appeal processing scheme. In the case of a complaint treatment protocol, the operations other than the manual operation are automated, and as an alternative embodiment, the first treatment module 24 performs the automated operation of the target complaint treatment protocol by means of a machine customer service.
The judging module 25 is configured to judge whether a processing result of the target appeal processing scheme is received within a preset duration, and if not, call the second processing module 26. In this embodiment, the processing result refers to a result generated when a significant progress or change occurs in the processing process of a customer appeal, and the preset duration refers to a processing duration threshold corresponding to an appeal processing scheme, and different appeal processing schemes correspond to different processing duration thresholds. As an alternative implementation, the processing results include lossless processing, fees to be refund, successful refund, failure of hotel coordination, customer's negotiation with the hotel, customer's abandonment of modification, reminding of customer to supplement related evidence, etc.
In this embodiment, if the processing result of the target appeal processing scheme is received within the processing duration threshold corresponding to the target appeal processing scheme, the processing result may be sent to the mobile terminal of the corresponding client, or the processing result may be sent to the hotel through the docking hotel direct connection port or sent to the vendor platform through the docking vendor platform interface. As an alternative implementation, the processing status of the appeal text may also be synchronized to the customer and hotel during the appeal process, where the processing status of the appeal text includes submitted, in-process, in-negotiation with the hotel, modification success, modification failure, modification cancellation, and the like.
For example, if the customer wants to leave the store in advance, if the time that the hotel can leave the store exceeds, the machine customer service of the platform automatically sends the customer appeal to the hotel for coordination processing, waits for the reply of the hotel, automatically modifies the original order and automatically returns the corresponding room fee if the hotel replies to the reply within the preset time, and finally informs the customer of the completion of the processing; if the hotel replies disagreement within the preset duration, a processing result of the coordination failure is fed back to the client, and meanwhile, if the hotel replies with a reason of the modification failure, the failure reason is automatically analyzed, so that the client is reminded of supplementing relevant evidence; and if the hotel does not reply within the preset time period and the customer does not feed back any information any more, the second processing module 26 is further invoked.
The second processing module 26 is configured to assign corresponding manual customer service processing appeal text. In this embodiment, when the machine service process exceeds a certain time, the second processing module 26 allocates the artificial service for follow-up processing, and if the artificial customer process exceeds a certain time, the second processing module 26 allocates the artificial service with a higher level for follow-up processing according to the level of the artificial service.
Example 3
The present embodiment provides an electronic device including a memory, a processor, and a computer program stored on the memory and configured to run on the processor, the processor implementing the processing method of customer appeal of embodiment 1 when executing the program.
The electronic device 30 shown in fig. 7 is only an example and should not be construed as limiting the functionality and scope of use of the embodiments of the present invention.
The electronic device 30 may be in the form of a general purpose computing device, which may be a server device, for example. Components of electronic device 30 may include, but are not limited to: the at least one processor 31, the at least one memory 32, a bus 33 connecting the different system components, including the memory 32 and the processor 31.
The bus 33 includes a data bus, an address bus, and a control bus.
The memory 32 may include volatile memory such as Random Access Memory (RAM) 321 and cache memory 322, and may further include Read Only Memory (ROM) 323.
Memory 32 may also include a program tool 325 having a set (at least one) of program modules 324, such program modules 324 including, but not limited to: an operating system, one or more application programs, other program modules, and program data, each or some combination of which may include an implementation of a network environment.
The processor 31 executes various functional applications and data processing such as the processing method of customer appeal of embodiment 1 of the present invention by running a computer program stored in the memory 32.
The electronic device 30 may also communicate with one or more external devices 34. Such communication may be through an input/output (I/O) interface 35. Also, model-generated device 30 may also communicate with one or more networks through network adapter 36. As shown in fig. 7, network adapter 36 communicates with the other modules of model-generating device 30 via bus 33. It should be appreciated that although not labeled in FIG. 7, other hardware and/or software modules may be used in connection with the model-generating device 30, including, but not limited to: microcode, device drivers, redundant processors, external disk drive arrays, RAID (disk array) systems, tape drives, data backup storage systems, and the like.
It should be noted that although several units/modules or sub-units/modules of an electronic device are mentioned in the above detailed description, such a division is merely exemplary and not mandatory. Indeed, the features and functionality of two or more units/modules described above may be embodied in one unit/module in accordance with embodiments of the present invention. Conversely, the features and functions of one unit/module described above may be further divided into ones that are embodied by a plurality of units/modules.
Example 4
The present embodiment provides a computer-readable storage medium having stored thereon a computer program which, when executed by a processor, implements the processing method of customer appeal of embodiment 1.
More specifically, among others, readable storage media may be employed including, but not limited to: portable disk, hard disk, random access memory, read only memory, erasable programmable read only memory, optical storage device, magnetic storage device, or any suitable combination of the foregoing.
In an alternative embodiment, the invention may also be implemented in the form of a program product comprising program code for causing a terminal device to carry out the steps of the processing method implementing the customer appeal of example 1, when said program product is run on the terminal device.
Wherein the program code for carrying out the invention may be written in any combination of one or more programming languages, which program code may execute entirely on the user device, partly on the user device, as a stand-alone software package, partly on the user device and partly on the remote device or entirely on the remote device.
While specific embodiments of the invention have been described above, it will be appreciated by those skilled in the art that this is by way of example only, and the scope of the invention is defined by the appended claims. Various changes and modifications to these embodiments may be made by those skilled in the art without departing from the principles and spirit of the invention, but such changes and modifications fall within the scope of the invention.

Claims (10)

1. A method for processing customer appeal, the method comprising:
acquiring a customer's appeal text and the customer's order information;
determining a corresponding target appeal scene according to the appeal text;
determining a corresponding target appeal processing scheme according to the target appeal scene and the order information;
and executing corresponding operation according to the target appeal processing scheme.
2. The method of claim 1, wherein the step of determining a target appeal scene from the appeal text comprises:
identifying at least one intent keyword in the appeal text;
determining at least one appeal scene corresponding to the intent key word according to the corresponding relation between the intent key word and the appeal scene, wherein different appeal scenes correspond to different priorities;
and determining the appeal scene with the highest priority as the target appeal scene.
3. The method of claim 1, wherein the step of determining a corresponding target-appeal processing scheme from the target-appeal scenario and the order information comprises:
determining at least one appeal processing scheme corresponding to the target appeal scene according to the correspondence between the appeal scene and the appeal processing scheme;
and screening target appeal processing schemes matched with the order information from the at least one appeal processing scheme.
4. The method of claim 1, wherein the step of performing the corresponding operation according to the target claim processing scheme further comprises:
judging whether a processing result of the target appeal processing scheme is received within a preset duration, and if not, distributing corresponding manual customer service to process the appeal text.
5. A processing system for customer appeal, wherein the processing system for customer appeal comprises an acquisition module, a first determination module, a second determination module, and a first processing module:
the acquisition module is used for acquiring a client's appeal text and the client's order information;
the first determining module is used for determining a corresponding target appeal scene according to the appeal text;
the second determining module is used for determining a corresponding target appeal processing scheme according to the target appeal scene and the order information;
the first processing module is used for executing corresponding operations according to the target appeal processing scheme.
6. The customer claim processing system of claim 5, wherein the first determination module comprises an identification unit, a first determination unit, and a second determination unit:
the identification unit is used for identifying at least one intention keyword in the appeal text;
the first determining unit is used for determining at least one appeal scene corresponding to the intention keyword according to the corresponding relation between the intention keyword and the appeal scene, wherein different appeal scenes correspond to different priorities;
the second determining unit is configured to determine that the appeal scene with the highest priority is the target appeal scene.
7. The customer premises processing system of claim 5, wherein said second determination module comprises a third determination unit and a fourth determination unit
The third determining unit is used for determining at least one appeal processing scheme corresponding to the target appeal scene according to the corresponding relation between the appeal scene and the appeal processing scheme;
the fourth determining unit is used for screening out a target appeal processing scheme matched with the order information from the at least one appeal processing scheme.
8. The customer-complaint processing system of claim 5 further comprising a judgment module and a second processing module:
the judging module is used for judging whether the processing result of the target appeal processing scheme is received within a preset duration, and if not, the second processing module is called;
the second processing module is used for distributing corresponding manual customer service to process the appeal text.
9. An electronic device comprising a memory, a processor and a computer program stored on the memory for execution on the processor, wherein the processor implements the customer claim processing method according to any one of claims 1-4 when the computer program is executed.
10. A computer readable storage medium, on which a computer program is stored, characterized in that the computer program, when being executed by a processor, implements a method of handling customer complaints according to any one of claims 1-4.
CN202310530796.0A 2023-05-11 2023-05-11 Customer appeal processing method, system, electronic equipment and storage medium Pending CN116720867A (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
CN202310530796.0A CN116720867A (en) 2023-05-11 2023-05-11 Customer appeal processing method, system, electronic equipment and storage medium

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
CN202310530796.0A CN116720867A (en) 2023-05-11 2023-05-11 Customer appeal processing method, system, electronic equipment and storage medium

Publications (1)

Publication Number Publication Date
CN116720867A true CN116720867A (en) 2023-09-08

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Country Status (1)

Country Link
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