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Complaint work order processing method and system

A processing method and technology for complaint workers, applied in data processing applications, electronic digital data processing, special data processing applications, etc., can solve problems that affect processing efficiency and customer perception, cannot directly handle complaints online, and the customer service department lacks IT means, etc. , to achieve the effect of improving the efficiency of complaint handling, improving customer satisfaction, and efficient solutions

Pending Publication Date: 2020-08-11
北京思特奇信息技术股份有限公司
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AI Technical Summary

Problems solved by technology

[0002] In various service platforms, customer complaints are increasing day by day, and front-line personnel need to query across multiple systems. The customer service department lacks IT means and related skills, and cannot directly handle complaints online. A large number of work orders need to be dispatched to various maintenance support units, or even transferred several times There are many processing steps and a long time, which seriously affects the processing efficiency and customer perception

Method used

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  • Complaint work order processing method and system
  • Complaint work order processing method and system
  • Complaint work order processing method and system

Examples

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Embodiment Construction

[0037] The principles and features of the present invention will be described below in conjunction with the accompanying drawings, and the examples given are only used to explain the present invention, and are not intended to limit the scope of the present invention.

[0038] Such as figure 1 As shown, it is a method for processing complaint work orders provided by the embodiment of the present invention. The method includes: S1. Obtain a preset number of historical work orders, and obtain the processing of different types of work orders according to the processing process of all historical work orders method;

[0039] It should be noted that the preset number can be more than 2,000 work orders. The larger the sample size, the AI ​​later learning can be accurately determined based on the historical work orders saved in the complaint work order system. The process of obtaining the processing method can be improved day by day. When the volume of orders is large enough, the type...

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Abstract

The invention discloses a complaint work order processing method and system, and relates to the field of complaint work order processing. The method comprises the steps of obtaining a preset number ofhistorical work orders, and obtaining processing methods of different types of work orders according to processing procedures of all the historical work orders; processing the complaint work order according to a trained NLP to obtain a work order type of the complaint work order; and matching the processing methods of the different types of work orders with the work order type of the complaint work orders through a Drools rule engine to obtain the processing method of the complaint work order. A work order processing mode of efficiently analyzing complaint work orders, classifying the work orders, identifying a solution and giving a conclusion is realized, the complaint work order processing efficiency is obviously improved, the circulation period is shortened, and the heavy workload caused by long-time one-by-one processing and analysis of the complaint work orders by front-line operation and maintenance personnel is released.

Description

technical field [0001] The invention relates to the field of complaint work order processing, in particular to a method and system for processing complaint work orders. Background technique [0002] In various service platforms, customer complaints are increasing day by day, and front-line personnel need to query across multiple systems. The customer service department lacks IT means and related skills, and cannot directly handle complaints online. A large number of work orders need to be dispatched to various maintenance support units, or even transferred several times There are many processing steps and a long time, which seriously affects the processing efficiency and customer perception. Contents of the invention [0003] The technical problem to be solved by the present invention is to provide a method and system for processing complaint work orders aiming at the deficiencies of the prior art. [0004] The technical scheme that the present invention solves the proble...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/35G06F16/33G06F16/332G06Q30/00
CPCG06F16/353G06F16/3343G06F16/3329G06Q30/012
Inventor 董磊
Owner 北京思特奇信息技术股份有限公司
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