Complaint event processing method, complaint event processing device, complaint event processing equipment and complaint event processing system
A technology for event handling and complaining parties, applied in the Internet field, can solve problems such as inaccurate handling of complaints and low quality of handling of complaints
Pending Publication Date: 2020-04-07
ALIBABA GRP HLDG LTD
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Problems solved by technology
In the existing technology, after the service provider platform receives the complaint, it usually uses manual judgment to determine whether the complaint is true. However, if a single manual judgment is performed, the handling result of the complaint event is likely to be inaccurate, resulting in complaints. The processing quality is not high
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[0039] In order to make the purposes, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments These are some embodiments of the present invention, but not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by those of ordinary skill in the art without creative efforts shall fall within the protection scope of the present invention.
[0040] The terms used in the embodiments of the present invention are only for the purpose of describing specific embodiments, and are not intended to limit the present invention. The singular forms "a," "the," and "the" as used in the embodiments of the present invention and the appended claims are intended to include the plural fo...
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The embodiment of the invention provides a complaint event processing method, device, equipment and system. The method comprises the steps: receiving a complaint event which comprises a complaint side, a complaint reason and a complained side; and determining reference information corresponding to the complaint event according to the complaint quality of the historical complaint event of the complaint party so as to provide reference for complaint processing personnel. The complaint event processing method is a method for automatically obtaining one part of reference information correspondingto the complaint event by using the complaint quality of the historical complaint event. And after the reference information is obtained, the complaint processing personnel can further judge the complaint event according to the reference information to obtain a final processing result, so that the processing quality of the complaint event is improved.
Description
technical field [0001] The present invention relates to the field of the Internet, and in particular, to a method, device, device and system for handling complaints. Background technique [0002] With the deepening of production specialization and the complexity of industrial organization, a variety of new service industries have emerged. For example, the non-manufacturing links such as design, testing, accounting and auditing, and logistics within manufacturing enterprises are gradually separated, thus forming the business service industry, information service industry, logistics industry and so on. [0003] In many types of service industries, due to various reasons such as service level and product quality, complaints will inevitably occur. In the prior art, after the service providing platform receives the complaint, it usually uses manual judgment to determine whether the complaint is established, but if the manual judgment is performed solely, the handling result of t...
Claims
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IPC IPC(8): G06Q30/00
CPCG06Q30/016
Inventor 陈晓泉郭百岭朱洪波唐瑞祺
Owner ALIBABA GRP HLDG LTD