An automatic processing method and system for user feedback information
A technology for automatic processing and feedback information, applied in data processing applications, special data processing applications, instruments, etc., can solve problems such as timely and effective feedback that cannot be complained by users
Active Publication Date: 2021-07-06
WUHAN HONGXIN TECH SERVICE CO LTD
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Problems solved by technology
The method of the technical solution of the present invention is aimed at the situation that the existing technology cannot provide timely and effective feedback on user complaints, and the system of the technical solution of the present invention can be achieved by using historical data training to obtain the correlation between the keywords of the complaint information and the complaint plan. According to the keyword automatic matching of the newly received complaint information, obtain a suitable complaint plan and give timely feedback to the user
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[0074] In order to make the object, technical solution and advantages of the present invention clearer, the present invention will be further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention. In addition, the technical features involved in the various embodiments of the present invention described below can be combined with each other as long as they do not constitute a conflict with each other. The present invention will be further described in detail below in combination with specific embodiments.
[0075] In this embodiment, a system for automatic handling of user complaints is provided to further illustrate the method of the technical solution of the present invention.
[0076] First, classify and process the existing historical complaint information and store it in the database. Ea...
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The invention discloses an automatic processing method for user feedback information, which includes extracting keywords of complaint information, dividing the complaint information into multiple complaint categories according to the keywords; configuring the content of the complaint plan for each complaint category, The content of the complaint plan includes the name of the complaint plan, trigger keywords and reply caliber; set the business data access interface according to the data access rules of the third-party system, and query the business data of the complaining user in the third-party system; Complaint plan, fill the business data of the complaining user in the third-party system into the reply template and output it. The technical solution of the invention also discloses an automatic processing system for user feedback information. The method of the technical solution of the present invention can obtain the appropriate complaint plan according to the keyword of the newly received complaint information by using historical data training to obtain the correlation between the complaint information keywords and the complaint plan, and then feed it back to the user.
Description
technical field [0001] The invention belongs to the field of automatic information processing, and in particular relates to an automatic processing method and system for user feedback information. Background technique [0002] In recent years, in addition to providing services for traditional communication services, the communication industry has also provided communication services for various modern products such as smart home appliances, shared bicycles and other emerging things. Communication has become an indispensable part of people's daily life. On the one hand, the development of communication technology has brought many new users to enterprises and operators, but on the other hand, the number of complaints has also increased greatly with the increase in the number of users. In order to maximize customer service experience, enterprises and operators have strict requirements on the handling efficiency and time limit of customer service personnel when facing customer c...
Claims
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IPC IPC(8): G06F40/30G06F16/903G06Q30/00
CPCG06Q30/016G06F16/90335G06F40/30
Inventor 周海彪张重齐阳许军孙欣胡志勇
Owner WUHAN HONGXIN TECH SERVICE CO LTD