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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 that cannot be solved in time, affect the timeliness of problem solving, and omissions, etc.

Active Publication Date: 2021-09-14
ALIBABA GRP HLDG LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

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
  • Problem feedback information processing method and device

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Embodiment Construction

[0026] The technical solutions in the embodiments of the present application will be clearly and completely described below in conjunction with the accompanying drawings in the embodiments of the present application. Obviously, the described embodiments are only some of the embodiments of the present 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 spe...

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Abstract

The embodiment of the present application discloses a method and device for processing question feedback information, wherein the method includes: obtaining user messages generated in preset groups of instant messaging applications; parsing the received user messages, and judging Whether to include question feedback information; if the user message contains question feedback information, extract the question feedback information from the user message; add the question feedback information to a preset list, so as to pass the list The question feedback information submitted through the instant messaging application group will be summarized and displayed. Through the embodiments of the present application, it is possible to improve the problem collection efficiency when a problem occurs during the operation of the e-commerce transaction platform, and further improve the problem solving efficiency.

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 Patents(China)
IPC IPC(8): G06F16/31G06F16/338G06Q30/00
CPCG06Q30/016G06F16/313G06F16/338
Inventor 王健姜霞杜宠
Owner ALIBABA GRP HLDG LTD
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