Finite state automaton-based order service quality evaluation method

Abstract

The invention discloses a finite state automaton-based order service quality evaluation method and belongs to the technical field of order service quality inspection. According to the method, a finitestate automaton model is adopted to represent all state nodes of orders and all circulation paths between the nodes; the probability that the finite state automaton model is transferred from each node to the next node is calculated through data analysis, so that the probabilities that the orders reach order completion through all states can be calculated; the probabilities are sequenced from thelow probability to the high probability; orders of which the probabilities are sorted in the top 8%-20% are defined as abnormal orders, the remaining orders are defined as normal orders, and therefore, the screening of the orders is completed. With the method of the invention adopted, orders which may have abnormal services can be rapidly screened out from a large number of orders, and the labor cost of quality inspection work is reduced.

Description

Technical field [0001] The invention belongs to the technical field of order service quality inspection, and specifically relates to an order service quality evaluation method based on finite state automata. Background technique [0002] E-commerce companies often conduct quality inspections on the service quality of their completed orders, screen out abnormal orders with excellent or poor service quality, or analyze the reasons for "seeing the good and thinking about the bad," Or trace the person in charge in order to impose rewards and punishments on them, so as to improve the quality of service and enhance the competitiveness of the enterprise. [0003] In order to ensure the objectivity of the quality inspection work, the relevant personnel responsible for order operation in the order flow and the quality inspection personnel of the order quality after the order is completed will be completely isolated. This has caused information asymmetry, that is, the operating staff alread...

AI Technical Summary

Problems solved by technology

This creates an information asymmetry, that is, the operation personnel already know the service quality of each order during the order flow process, but the quality inspection personnel cannot obtain this information

Quality inspectors may need to judge all completed orders. For an e-commerce company, the orders generated every day may be tens of thousands or even reach a huge order of magnitude. It often takes a high cost to complete the quality inspection of order service quality. labor costs

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