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Method and apparatus for rating complaint willingness of logistics client

A customer-oriented technology, applied in logistics, customer relationship, other database retrieval, etc., can solve problems such as innovative service quality

Inactive Publication Date: 2016-10-12
SOUTH CHINA UNIV OF TECH
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  • Summary
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  • Application Information

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Problems solved by technology

However, under the constraints of objective conditions such as cost and manpower, it is impossible to fundamentally innovate service quality

Method used

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  • Method and apparatus for rating complaint willingness of logistics client

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Embodiment

[0048] figure 1 As shown, the present invention provides a method for rating logistics customers' willingness to complain. Through the collection of customer complaint behavior, analyze their personality characteristics, including the analysis of complaint probability and emotional level, to classify the customer's willingness to complain, so as to provide differentiated services.

[0049] The higher the historical complaint rate, the more frequent the customer's complaint behavior, and the more likely to initiate a complaint in the future; the greater the customer's mood swings, the more likely to initiate a complaint about the problems in the logistics process. Therefore, the analysis of the above two types of data is the core of the present invention. like figure 1 as shown,

[0050] A method for rating logistics customers' willingness to complain, comprising the following steps:

[0051] Step 1, collect customer information, customer complaint content and set indexing ...

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Abstract

The invention discloses a method for rating complaint willingness of a logistics client. The method comprises the following steps: acquiring client information and client complaint content, arranging an index, and performing ordering, wherein the client information comprises client ID, complaint order numbers, complaint time and evaluation information given by logistic work personnel for clients; according to a time sequence, dividing complaints of the clients into different time periods; calculating complaint probabilities of the clients in the different time periods, and further obtaining complaint probability values of the clients; according to the client information, dividing the client information into different dimensions, distributing weights according to importance of each dimension, and calculating emotion grade values of the clients by use of text, voice and face emotion identification technologies; according to the complaint probability values and the emotion grade values of the clients, calculating complaint willingness total scores of the clients; and according to the complaint willingness total scores of the clients, providing different dispensing priority values for packages, and thus the complaint rate can be substantially reduced.

Description

technical field [0001] The invention relates to the field of logistics data statistics, in particular to a method and device for grading logistics customers' willingness to complain. Background technique [0002] In recent years, the e-commerce industry has boomed, and the transaction volume has exploded. As the basic service of e-commerce, logistics has also seen a sharp increase in business volume. Correspondingly, various types of logistics companies have emerged in an endless stream. Therefore, for logistics companies, how to stand out from the crowd of competitors has become a top priority. For customers, the complaint rate of logistics companies is a key factor in choosing a logistics company. Therefore, how to effectively reduce the complaint rate has become a focus of logistics companies. [0003] At present, logistics companies mainly improve service quality based on their complaints by collecting feedback from customers in various ways. However, under the const...

Claims

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Application Information

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IPC IPC(8): G06Q10/08G06Q50/28G06Q30/00G06F17/30
CPCG06F16/951G06Q10/083G06Q30/01G06Q10/08
Inventor 贺小箭陈西蒙
Owner SOUTH CHINA UNIV OF TECH
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