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Complaint management method and device, computer equipment and storage medium

A technology of complaints and complaint forms, which is applied in the field of data processing, and can solve problems such as prolonging the time for accepting complaints and low efficiency in handling complaints

Pending Publication Date: 2019-05-28
PING AN TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, when users handle business or use the business they handle, due to various reasons, there is a large gap between user satisfaction and expectations, and they initiate complaints, resulting in complaints against the corresponding business.
[0003] At present, for complaint requests initiated by users, the relevant responsible personnel manually record the complaint information on the management system, obtain the corresponding business complaints, and then notify the corresponding processing agencies of the business complaints, and then the docking personnel of the processing agencies handle the complaints. The received business complaints are processed, which prolongs the processing time of complaints and makes the processing efficiency of complaints low

Method used

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  • Complaint management method and device, computer equipment and storage medium
  • Complaint management method and device, computer equipment and storage medium
  • Complaint management method and device, computer equipment and storage medium

Examples

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Embodiment Construction

[0084] In order to make the purpose, technical solution and advantages of the present application clearer, the present application 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 application, and are not intended to limit the present application.

[0085] The management method of complaints provided by this application can be applied to such as figure 1 shown in the application environment. Among them, the terminal 102, the server 104, the server 106, the terminal 108, the telephone landline 110 and the seat terminal 112 communicate through the network respectively, specifically as figure 1 shown. The server 104 receives the real-time voice from the terminal 102 through the telephone landline 110 to complain that the service satisfaction does not meet the expected value; it analyzes the real-time voice through the ...

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Abstract

The invention relates to the technical field of data processing, in particular to a complaint management method and device, computer equipment and a storage medium. The method comprises the steps of receiving real-time voice initiated by a user side and used for service complaints; analyzing the real-time voice through a voice recognition system to obtain a complaint text represented in a character form; wherein the complaint text comprises an identity identifier and complaint information of the user; searching service information matched with the identity identifier from a database, and inputting the searched service information and complaint information as complaint pieces into a complaint table; determining a complaint type according to keywords in the complaint information, and searching a case processor identifier corresponding to a processing mechanism according to the complaint type; and sending the entered complaint table according to the case handler identifier, so that a receiving end performs case processing according to the received complaint table. By adopting the method, the acceptance time of the complaint can be shortened, so that the processing efficiency of the complaint is improved.

Description

technical field [0001] The present application relates to the technical field of data processing, in particular to a complaint management method, device, computer equipment and storage medium. Background technique [0002] With the continuous development of Internet technology, users can handle various businesses at home through smart terminals without leaving home. However, when the user handles the business or uses the processed business, due to various reasons, there is a large gap between the user satisfaction and the expected value and initiates a complaint, thus generating a complaint against the corresponding business. [0003] At present, for complaint requests initiated by users, the relevant responsible personnel manually record the complaint information on the management system, obtain the corresponding business complaints, and then notify the corresponding processing agencies of the business complaints, and then the docking personnel of the processing agencies ha...

Claims

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Application Information

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IPC IPC(8): G06Q30/00G06Q10/06G06F16/245
Inventor 高梁梁商文彬
Owner PING AN TECH (SHENZHEN) CO LTD
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