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Problem feedback information processing method and device

An information processing method and problem feedback technology, applied in the field of communication, can solve problems such as low efficiency of problem solving, omissions, and long paths for technical support personnel to solve problems, so as to improve solution efficiency, improve collection efficiency, and shorten paths Effect

Active Publication Date: 2017-10-03
ALIBABA GRP HLDG LTD
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Problems solved by technology

However, on the one hand, technical support personnel are often unable to pay attention to the messages in this group in real time because they are solving certain problems, so some feedback problems may be missed, so that some feedback problems cannot be solved in time ; On the other hand, the path from customer service personnel to feedback problems to technical support personnel to solve problems is relatively long, which will also affect the timeliness of problem solving, and the efficiency of problem solving is low

Method used

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  • Problem feedback information processing method and device
  • Problem feedback information processing method and device

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Embodiment Construction

[0026] The following will clearly and completely describe the technical solutions in the embodiments of the application with reference to the drawings in the embodiments of the application. Apparently, the described embodiments are only some of the embodiments of the application, not all of them. All other embodiments obtained by persons of ordinary skill in the art based on the embodiments in this application belong to the protection scope of this application.

[0027] To improve problem collection efficiency, see figure 1 As shown, the embodiment of the present application provides a problem feedback information processing system 10, which is mainly aimed at users who need technical support personnel to solve specific problems, that is, technical support personnel can view specific problems by logging into the system Aggregate results without discovering unresolved issues yourself from message groups in instant messaging systems. During specific implementation, the problem ...

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Abstract

The embodiment of the application discloses a problem feedback information processing method and device. The method comprises: obtaining a user message generated in a preset group of an instant communication application; analyzing the received user message, and judging whether the user message contains problem feedback information; extracting the problem feedback information from the user message if the user message contains the problem feedback information; and adding the problem feedback information into a preset list to facilitate summarizing and displaying the problem feedback information, which is submitted through the group of the instant communication application, through the list. Through the embodiment of the application, the collection efficiency of a problem at the time when the problem occurs in operation of an electronic commerce transaction platform can be improved, and then the solving efficiency of the problem can be improved.

Description

technical field [0001] The present application relates to the field of communication technologies, and in particular, relates to providing a method and device for processing question feedback information. Background technique [0002] With the continuous improvement of e-commerce transaction platforms, and the rapid development of traditional communication, mobile communication and other technologies, more and more people obtain all kinds of commodities needed in daily life through online shopping. During the operation of the e-commerce trading platform, some technical problems, business problems, etc. may be encountered, especially during certain commercial promotion periods (for example, the "Double Eleven" period on November 11 each year, etc.), due to business With the substantial increase in volume, the probability of encountering technical problems and business problems has also greatly increased. [0003] Some e-commerce trading platforms will gather relevant staff (...

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F17/30G06Q30/00
CPCG06Q30/016G06F16/313G06F16/338
Inventor 王健姜霞杜宠
Owner ALIBABA GRP HLDG LTD
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