Complaint customer service system and method for non-professionals' palm super scanning and professional diagnosis

Abstract

The invention provides a complaint customer service system and method for non-professionals' palm super scanning and professional diagnosis, and belongs to the technical field of medical customer service, and the system comprises a complaint submitting module which is used for receiving a complaint work order; the intelligent analysis module is used for analyzing the complaint work order to obtain a preliminary solution and feeding back the preliminary solution to the complaint submission module; the real-time feedback module is also used for inquiring whether the complaint problem is solved or not to the user after the preliminary solution is fed back, so as to obtain confirmation information; the customer service response module is used for forwarding the complaint work order to a matched customer service terminal when the confirmation information shows that the complaint problem of the complaint work order is not solved, and providing an online communication tool between the user and customer service personnel, so that the customer service terminal responds to the complaint work order; and the real-time feedback module is also used for displaying the complaint processing progress of the complaint work order to the user. The method has the beneficial effects that the complaint processing efficiency and accuracy are improved, a preliminary solution is provided for the user in real time, the processing progress is tracked, and the user experience is effectively enhanced.

Description

Technical Field

[0001] The present invention relates to the field of medical customer service technology, and in particular to a complaint customer service system and method for non-professionals to perform handheld ultrasound scanning and professional diagnosis. Background Art

[0002] In the current medical and health service system, patients and non-medical professionals mainly monitor and provide feedback on the quality of medical services through the official website of the hospital or the complaint channels established by the government. Although this traditional complaint method protects the rights and interests of patients to a certain extent and promotes the improvement of medical service quality, its limitations are gradually emerging in the face of specific areas such as handheld ultrasound (Handheld Ultrasound) scanning and professional diagnostic services used by non-professionals.

[0003] As a rapidly developing medical imaging technology in recent years, handheld ultrasound technology has gradually been applied in non-clinical environments such as home health monitoring and primary care screening due to its advantages such as portability, immediacy and low cost. However, since non-medical professionals often lack professional medical knowledge and operating skills when using handheld ultrasound for preliminary scanning or auxiliary diagnosis, the results may be inaccurate or even misleading. In addition, the expectations and understanding of medical services by non-professionals may deviate from those of professional medical personnel, which also increases the possibility of complaints and disputes.

[0004] The existing complaint system on the official website of a hospital mainly focuses on feedback on problems during clinical diagnosis and treatment, including complaints about doctors' service attitudes, treatment effects, medical expenses, etc. However, there is a lack of targeted complaint handling mechanisms and professional customer service support for specific problems that non-professionals may encounter during palmtop ultrasound scanning and professional diagnosis, such as improper equipment operation and insufficient awareness of the risk of misdiagnosis. Summary of the invention

[0005] In order to solve the above technical problems, the present invention provides a complaint customer service system and method for non-professionals to carry out palm ultrasound scanning and professional diagnosis.

[0006] The technical problem solved by the present invention can be achieved by adopting the following technical solutions:

[0007] A complaint customer service system for non-professionals to conduct palm ultrasound scans and professional diagnosis, including:

[0008] Complaint submission module, used to receive and store complaint tickets submitted by users;

[0009] An intelligent analysis module, connected to the complaint submission module and the real-time feedback module respectively, for analyzing the complaint ticket based on an intelligent analysis model, obtaining a preliminary solution, and feeding back the preliminary solution to the complaint submission module through the real-time feedback module, so as to provide the preliminary solution to the user in real time;

[0010] The real-time feedback module is further configured to ask the user whether the complaint problem has been resolved after the preliminary solution is fed back, so as to obtain a confirmation message;

[0011] The customer service response module is connected to the real-time feedback module. When the confirmation message indicates that the complaint problem of the complaint work order has not been resolved, it is configured to forward the complaint work order to the matching customer service terminal based on a preset matching rule, and provide an online communication tool between the user and the customer service staff for the customer service terminal to respond to the complaint work order;

[0012] The real-time feedback module is further configured to display the complaint handling progress of the complaint work order to the user.

[0013] Preferably, the complaint submission module includes:

[0014] A form providing unit for providing a standardized complaint form;

[0015] A work order receiving unit for receiving the complaint work order submitted by the user by filling in online or uploading a filled standardized complaint form;

[0016] A database unit connected to the work order receiving unit for storing the complaint work order.

[0017] Preferably, the complaint submission module is further configured to receive a first tag added by the user for the complaint work order;

[0018] A plurality of sub-analysis models are pre-established in the intelligent analysis module, and each sub-analysis model corresponds to one or more second tags, and the second tags are used to characterize the complaint type or problem area targeted by the sub-analysis model;

[0019] The intelligent analysis module is further configured to select a corresponding sub-analysis model according to one or more second tags matching the first tag, and combine them into the intelligent analysis model for the current complaint work order.

[0020] Preferably, the intelligent analysis model includes:

[0021] A classification model for determining the classification category of the complaint work order; the classification category includes the complaint type;

[0022] An analysis model connected to the classification model for analyzing the complaint work order according to the classification category determined by the classification model to obtain a preliminary solution.

[0023] The real-time feedback module is connected to the analysis model for feeding back the preliminary solution to the complaint submission module.

[0024] Preferably, the preset matching rules include:

[0025] matching a corresponding type of client based on the classification category of the complaint work order; and / or

[0026] matching an idle client based on the current status of the client; and / or

[0027] matching a client based on the geographical location of the user.

[0028] Preferably, it further includes:

[0029] an urgency recognition module for determining the urgency according to the content and sentiment of the complaint work order;

[0030] an importance evaluation module for evaluating the importance according to the complaint type of the complaint work order and the user's historical records;

[0031] a priority assignment module respectively connected to the urgency recognition module and the importance evaluation module, for determining the processing priority of the complaint work order according to the urgency and the importance;

[0032] the customer service response module is connected to the priority assignment module, for responding to the complaint work order according to the processing priority.

[0033] Preferably, the client includes a first human customer service client and a second human customer service client;

[0034] The first human customer service client corresponds to a centralized seat customer service team;

[0035] The second human customer service client corresponds to an offline professional medical team;

[0036] The customer service response module is used to forward the complaint work order to the first human customer service client or the second human customer service client for the first human customer service client or the second human customer service client to respond to the complaint work order.

[0037] Preferably, a knowledge base is preset in the client, and the knowledge base contains problem classification, problem description and solutions;

[0038] The client is used to match a corresponding solution from the knowledge base according to the complaint work order and display it in the online communication tool for the customer service staff to generate a final solution based on the displayed solution to respond to the complaint work order.

[0039] Preferably, the customer service response module further includes:

[0040] A reminder unit, configured to generate reminder information regarding the complaint work order based on a preset reminder rule and send the reminder information to the corresponding client

[0041] The present invention further provides a complaint customer service method for non-professional handheld ultrasound scanning and professional diagnosis, which is applied to the complaint customer service system for non-professional handheld ultrasound scanning and professional diagnosis as described above, and includes:

[0042] Receiving and storing a complaint work order submitted by a user through a complaint submission module;

[0043] Analyzing the complaint work order based on an intelligent analysis model to obtain a preliminary solution, and feeding back the preliminary solution to the complaint submission module through the real-time feedback module to provide the preliminary solution to the user in real time;

[0044] After feeding back the preliminary solution, the real-time feedback module asks the user whether the complaint problem has been solved to obtain a confirmation message;

[0045] When the confirmation message indicates that the complaint problem has not been solved, forwarding the complaint work order to a matching client and providing an online communication tool between the user and the customer service staff;

[0046] The real-time feedback module is further configured to display the complaint handling progress of the complaint work order to the user.

[0047] The advantages or beneficial effects of the technical solution of the present invention are as follows:

[0048] The complaint customer service system for non-professional handheld ultrasound scanning and professional diagnosis provided by the present invention integrates functional modules such as complaint submission, intelligent analysis, real-time feedback, and customer service response, which not only significantly improves the efficiency and accuracy of complaint handling, but also provides a preliminary solution to the user in real time and tracks the handling progress, effectively enhancing the user experience; at the same time, the system ensures seamless communication between the user and the customer service staff and provides customized solutions for complex problems, thereby comprehensively optimizing the satisfaction and trust of non-professionals in the process of using handheld ultrasound scanning and professional diagnosis. BRIEF DESCRIPTION OF THE DRAWINGS

[0049] Figure 1 It is a structural block diagram of a complaint customer service system for non-professional handheld ultrasound scanning and professional diagnosis in a preferred embodiment of the present invention;

[0050] Figure 2 It is a flowchart of a complaint customer service method for non-professional handheld ultrasound scanning and professional diagnosis in a preferred embodiment of the present invention. DETAILED DESCRIPTION OF THE EMBODIMENTS

[0051] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only a part of the embodiments of the present invention, rather than all the embodiments. All other embodiments obtained by those of ordinary skill in the art based on the embodiments of the present invention without creative efforts belong to the scope of protection of the present invention.

[0052] It should be noted that, without conflict, the embodiments in the present invention and the features in the embodiments can be combined with each other.

[0053] The present invention will be further described below with reference to the accompanying drawings and specific embodiments, but it is not limited to the present invention.

[0054] See Figure 1 , in a preferred embodiment of the present invention, in view of the above problems existing in the prior art, there is provided a complaint customer service system for non-professionals' palm ultrasound scanning and professional diagnosis, including:

[0055] A complaint submission module 1, configured to receive and store complaint work orders submitted by users;

[0056] An intelligent analysis module 2, respectively connected to the complaint submission module 1 and the real-time feedback module 3, configured to analyze the complaint work order based on the intelligent analysis model 21 to obtain a preliminary solution, and feedback it to the complaint submission module 1 through the real-time feedback module 3 to provide the preliminary solution to the user in real time;

[0057] The real-time feedback module 3 is further configured to ask the user whether the complaint problem has been solved after feedbacking the preliminary solution to obtain a confirmation message;

[0058] A customer service response module 4, connected to the real-time feedback module 3, configured to forward the complaint work order to the matching client 5 based on a preset matching rule when the confirmation message indicates that the complaint problem of the complaint work order has not been solved, and provide an online communication tool between the user and the customer service staff for the client 5 to respond to the complaint work order;

[0059] The real-time feedback module 3 is further configured to display the complaint handling progress of the complaint work order to the user.

[0060] Specifically, the customer service complaint system in the embodiment of the present invention can provide a user with a comprehensive and efficient complaint handling platform.

[0061] Furthermore, it further includes: a user login module (not shown in the figure), connected to the user database, configured to receive user identity information and perform identity authentication, and log in to the complaint customer service system after the authentication passes. The user login module also supports the remember user function.

[0062] The complaint submission module 1 is located on the system main interface and includes a standardized complaint form and functions for uploading and downloading attachments. The standardized complaint form supports users to fill it out online and also supports downloading the form, filling it out and then uploading it. The complaint work order includes, but is not limited to, complaints about the use of the mobile super device, doubts about the diagnosis results, etc.

[0063] The intelligent analysis module 2 is equivalent to a machine customer service terminal, which uses an intelligent analysis model to analyze the complaint work order. By analyzing the problems described by the user, a preliminary solution is generated.

[0064] The real-time feedback module 3 supports the instant feedback function, presenting the preliminary solution output by the intelligent analysis model to the user immediately, improving the efficiency of complaint resolution, and providing instant help and guidance to the user. Subsequently, the real-time feedback module 3 will also actively ask the user whether the complaint problem has been solved to collect confirmation information. If the problem is not solved, the real-time feedback module 3 will continue to guide the user into the next artificial customer service response process. At the same time, this module is also responsible for presenting the processing progress of the complaint work order to the user in real time to ensure that the user can always master the complaint status.

[0065] When the user's complaint problem cannot be solved by the preliminary solution, the customer service response module 4 is started. Based on the preset matching rules, this module quickly forwards the complaint work order to the matching customer service terminal 5. The matching rules include, but are not limited to, multiple dimensions such as complaint type, user geographical location, professional field of customer service staff, current status of customer service staff, etc., to ensure that the complaint can be handled most professionally. At the same time, the customer service response module 4 also provides an online communication tool between the user and the customer service staff, such as instant chat, call, video, etc., so that both parties can exchange information efficiently and accurately to jointly solve the problem.

[0066] As a preferred implementation manner, among them, the complaint submission module 1 includes:

[0067] The form providing unit 11 is used to provide a standardized complaint form;

[0068] The work order receiving unit 12 is used to receive the complaint work order submitted by the user through online filling or uploading the filled standardized complaint form;

[0069] The database unit 13 is connected to the work order receiving unit 12 and is used to store the complaint work order.

[0070] Furthermore, the form providing unit 11 includes:

[0071] The attachment downloading unit is used for the user to download the standardized complaint form preset in the complaint submission module 1.

[0072] Specifically, the standardized complaint form is designed according to actual needs to guide users to describe the complaint content accurately and in detail. The form content includes but is not limited to: basic information, description of the complaint content, complaint evidence, and expected solution methods. By guiding users to describe problems comprehensively and accurately through the form structure, it ensures that all complaint information is submitted in a unified format, reducing communication costs.

[0073] Furthermore, the work order receiving unit 12 includes:

[0074] The form filling sub-unit is used for users to fill in the complaint form and generate a complaint work order;

[0075] The attachment uploading sub-unit is used to receive the filled complaint form by the user as the complaint work order;

[0076] Specifically, the complaint work order supports multiple submission methods, including but not limited to directly filling in and submitting online, uploading the filled electronic form file, etc.

[0077] Furthermore, the work order receiving unit 12 can also conduct a preliminary verification on the received complaint work order, such as checking whether the required items of the work order are complete, the format correctness, and the content rationality.

[0078] Specifically, the database unit 13 serves as the data warehouse of the complaint work order and is responsible for storing all complaint work order information received and verified through the work order receiving unit 12. The stored content includes but is not limited to: work order basic information, complaint details, processing status, and historical records. Among them, the work order basic information includes but is not limited to: work order number, complaint time, user information, complaint object, etc.; the complaint time can be the time when the work order is submitted, which is automatically obtained by the system. The complaint details include but are not limited to: the problems described by the user, the provided evidence materials, expected solution methods, etc.; the processing status includes but is not limited to: recording the current processing stage, processing personnel, processing results, etc. of the work order; the historical records include but are not limited to: saving each operation record of the work order processing for subsequent auditing and tracing.

[0079] As a preferred implementation manner, among them, the complaint submission module 1 is also used to receive the first label added by the user for the complaint work order;

[0080] Multiple sub-analysis models are pre-established in the intelligent analysis module 2, and each sub-analysis model corresponds to one or more second labels respectively. The second labels are used to characterize the complaint types or problem areas targeted by the sub-analysis models;

[0081] The intelligent analysis module 2 is also used to select the corresponding sub-analysis models according to one or more second labels that match the first label and combine them into the intelligent analysis model 21 for the current complaint work order.

[0082] Specifically, in this embodiment, the complaint submission module 1 can not only receive the complaint content filled in by the user, but also customize the complaint classification. Specifically, when the user submits a complaint work order, in addition to filling in the standardized form content, the user can add one or more first tags to the complaint work order. These first tags are selected or customized by the user according to their own understanding and judgment of the complaint content, directly reflecting the core issues of the complaint, the involved fields, or the expected solution directions.

[0083] By introducing the customized first tags, the preliminary classification of complaints is made closer to the true feelings and needs of users. These tags, as keywords from the user's perspective, provide valuable reference information for subsequent intelligent analysis and processing.

[0084] Next, a complete set of sub-analysis model systems is pre-established in the intelligent analysis module 2, and each sub-analysis model is deeply optimized and trained for specific complaint types or problem fields. For example, the problem fields can be subdivided into the palm ultrasound scanning field and the ultrasound diagnosis field. These sub-analysis models are identified and distinguished by their respective corresponding second tags. As the "identity cards" of the sub-analysis models, the second tags can clearly define their applicable scopes and expertise fields.

[0085] When the complaint submission module 1 transfers the complaint work order submitted by the user and its first tags to the intelligent analysis module 2, the intelligent analysis module 2 will immediately activate the matching mechanism. This mechanism first identifies all the first tags on the complaint work order, and then searches for the second tags that match these first tags in the pre-established sub-analysis model library. Through the matching of tags, the intelligent analysis module 2 can quickly lock one or more sub-analysis models highly relevant to the current complaint work order.

[0086] Subsequently, the intelligent analysis module 2 will flexibly combine these selected sub-analysis models according to the matching results to construct an intelligent analysis model 21 specifically for the current complaint work order. This dynamically generated intelligent analysis model 21 integrates the professional capabilities and advantages of multiple sub-analysis models, can analyze the complaint content more comprehensively and deeply, identify the key points of the problem, and predict possible solutions.

[0087] Adopting the above solution, the complaint submission module 1, by introducing the function of the first tags added by the user, combined with the sub-analysis model system and the dynamic combination mechanism in the intelligent analysis module 2, realizes intelligent and personalized complaint handling, improves the efficiency and accuracy of complaint handling, and enhances the user experience and satisfaction.

[0088] As a preferred implementation manner, among them, the intelligent analysis model 21 includes:

[0089] Classification model 211, used to determine the classification category of the complaint work order; the classification category includes the complaint type;

[0090] Analysis model 212, connected to the classification model 211, used to analyze the complaint work order according to the classification category determined by the classification model to obtain a preliminary solution.

[0091] The real-time feedback module 3 is connected to the analysis model 212 and used to feedback the preliminary solution to the complaint submission module 1.

[0092] Specifically, in this embodiment, the classification model 211 accurately classifies the complaint work orders from the complaint submission module 1, and the classification categories include but are not limited to various complaint types. The classification model 211 can adopt machine learning (ML) or deep learning algorithms, such as decision trees, random forests, neural networks, etc., to train and optimize a large amount of historical complaint data. During the training process, the model will learn the feature representations of different complaint types and establish a mapping relationship from the complaint text to the complaint type. When a new complaint work order arrives, the model will extract key features based on its text content and output the most likely complaint type as the classification result.

[0093] The analysis model 212 can further analyze the complaint work order based on the classification category output by the classification model. The analysis model 212 can adopt various technical means such as natural language processing (NLP), knowledge base, etc. to realize the intelligent analysis of complex problems, so as to obtain a more accurate and feasible solution.

[0094] The real-time feedback module 3 is used to timely feedback the preliminary solution generated by the analysis model to the user interface of the complaint submission module 1, so that the user can timely understand the processing progress and results.

[0095] Furthermore, a frequently asked questions (FAQ) module can also be built into the system to automatically reply to the user's common questions and reduce the repetitive work of the artificial customer service.

[0096] As a preferred implementation manner, among them, the preset matching rules include:

[0097] Match the corresponding category of the client based on the classification category of the complaint work order; and / or

[0098] Match the idle client based on the current status of the client; and / or

[0099] Match the client based on the user's geographical location.

[0100] Specifically, in this embodiment, the preset matching rules include, but are not limited to: matching based on the category of the work order, the idle status of the customer service, and the geographical location of the user. More rules can also be designed according to actual needs.

[0101] Further, when the classification category of the complaint work order is determined by the classification model 211, according to the determined classification category, find the customer service personnel who are good at handling this type of complaint in the customer service team. The customer service team can be divided into different groups or categories according to factors such as the professional skills and historical handling records of the members, and each group or category focuses on handling specific types of complaints. The system selects the most matching customer service end of the customer service personnel by comparing the classification category of the complaint work order with the professional field of the customer service end, ensuring that the complaint can be handled by the customer service end with relevant professional knowledge and experience, improving the handling efficiency of the complaint, and enhancing the user experience.

[0102] Further, the system can also monitor the working status of the customer service end, including whether it is online, the current number of complaints being processed, the estimated completion time, etc. When a new complaint work order needs to be assigned, the system will first find the customer service end in the idle state (that is, there is no current complaint being processed or it is expected to complete the current task soon), ensuring that the complaint can be quickly responded to and processed, and reducing the user waiting time.

[0103] Further, when receiving the complaint work order, the system obtains the geographical location information of the user, such as the IP address, the location of the mobile phone number, etc. According to the geographical location of the user, select the customer service end that is close to or in the same area as this location for processing, which helps to provide more regionally characteristic services, such as dialect communication.

[0104] As a preferred implementation manner, it further includes:

[0105] An emergency level recognition module 6, used to determine the emergency level according to the content and sentiment of the complaint work order;

[0106] An importance evaluation module 7, used to evaluate the importance according to the complaint type of the complaint work order and the user's historical records;

[0107] A priority assignment module 8, respectively connected to the emergency level recognition module 6 and the importance evaluation module 7, used to determine the processing priority of the complaint work order according to the emergency level and the importance;

[0108] A customer service response module 4 is connected to the priority assignment module 8, used to respond to the complaint work order according to the processing priority.

[0109] Specifically, the urgency recognition module 6 uses natural language processing (NLP) technology and sentiment analysis algorithms to parse the content and sentiment of the complaint work order to identify the urgency of the user. Specifically, first, text preprocessing is performed on the complaint work order, including but not limited to steps such as word segmentation, part-of-speech tagging, and stop word removal; then, using a predefined urgent time-sensitive vocabulary library or machine learning model, identify urgent keywords or phrases in the work order, such as "immediately", "as soon as possible", etc.; adopt sentiment analysis algorithms, such as sentiment dictionary-based methods or deep learning models (such as LSTM, BERT, etc.), to judge the sentiment tendency of the work order content and evaluate the user's emotional intensity; combine the results of keyword recognition and sentiment analysis to assign an urgency score to the complaint work order.

[0110] The importance evaluation module 7 is responsible for evaluating the importance of the complaint based on the complaint type of the complaint work order and the user's historical records. Specifically, first, classify the complaint work order according to a preset complaint type classification system to determine the complaint type of the complaint work order, such as equipment failure, payment problem, etc.; query and analyze the user's historical complaint records (such as VIP users, frequent complaint users) to understand the user's complaint habits and expectations; combine the complaint type and the user's historical records to evaluate the importance of the complaint and assign an importance score to the complaint work order.

[0111] The priority assignment module 8 receives the scoring information from the urgency recognition module and the importance evaluation module respectively, comprehensively considers the scores of these two dimensions to determine the final processing priority of the complaint work order. Specifically, adopt a comprehensive scoring algorithm, such as weighted summation, sorting and other algorithms, combine the urgency score and the importance score, calculate the comprehensive score; determine the processing priority of the complaint work order according to the interval where the comprehensive score is located.

[0112] The customer service response module 4 preferentially responds to the complaints of users with high processing priorities when the customer service staff is busy.

[0113] As a preferred implementation, among them, the customer service end 5 includes a first artificial customer service end 51 and a second artificial customer service end 52;

[0114] The first artificial customer service end 51 corresponds to a centralized seat customer service team;

[0115] The second artificial customer service end 52 corresponds to an offline professional medical team;

[0116] The customer service response module 4 is used to forward the complaint work order to the first artificial customer service end 51 or the second artificial customer service end 52 for the first artificial customer service end 51 or the second artificial customer service end 52 to respond to the complaint work order.

[0117] Specifically, in this embodiment, the first artificial customer service terminal 51 mainly corresponds to a centralized seat customer service team. This team is usually located in a customer service center or a call center, with professional customer service staff who have undergone strict training and possess rich product knowledge and service skills. These customer service staff receive and process complaint work orders from users through a unified customer service platform (i.e., the first artificial customer service terminal), and can respond quickly, providing basic consultation answers, problem troubleshooting, and preliminary solutions.

[0118] For complaints that require further processing or professional support, the members of the seat customer service team can, according to the instructions of the customer service response module, transfer the work order to the corresponding online or offline professional medical staff team members.

[0119] Different from the first artificial customer service terminal 51, the second artificial customer service terminal 52 corresponds to the offline professional medical staff team, and the members of this team are more professional and can provide more professional knowledge related to handheld ultrasound scanning and ultrasound diagnosis.

[0120] As a preferred implementation manner, a knowledge base 53 is preset in the customer service terminal 5, and the knowledge base 53 includes problem classification, problem description, and solutions;

[0121] The customer service terminal 5 is used to match the corresponding solution from the knowledge base 53 according to the complaint work order and display it in the online communication tool, so that the customer service staff can generate a final solution based on the displayed solution to respond to the complaint work order.

[0122] Specifically, in this embodiment, the preset knowledge base 53 is used to assist the artificial customer service in handling complaints. Specifically, when the customer service terminal receives a complaint work order, it automatically triggers the knowledge base matching mechanism to search for the problem classification and description that match the keywords of the complaint work order in the knowledge base 53. Once a matching solution is found, the system will display it in the online communication tool of the customer service terminal in multimedia forms such as text description, pictures, and video tutorials.

[0123] The customer service staff can directly view these solutions and, based on their professional knowledge and experience, fine-tune or supplement the solutions to generate a final solution.

[0124] Furthermore, during the application process, the system can also continuously update and improve the knowledge base.

[0125] As a preferred implementation manner, the customer service response module further includes:

[0126] A reminder unit, which is used to generate and send reminder information about the complaint work order to the corresponding customer service terminal based on preset reminder rules.

[0127] Specifically, in this embodiment, an automatic reminder system is established, and different reminder rules are set (such as complaints not processed for more than a certain time, processing steps not completed, etc.). When the reminder rules are met, through multiple channels such as emails, text messages, and system notifications, customer service staff are timely reminded to follow up on unresolved issues, ensuring that customer service staff can promptly follow up on unresolved issues, preventing the backlog of problems and avoiding delays in complaint handling.

[0128] The reminder unit can also send reminders to users at appropriate times, such as when there are important updates to the processing progress, to inform them of the processing progress.

[0129] The present invention also provides a complaint customer service method for non-professional handheld ultrasound scanning and professional diagnosis, which is applied to the complaint customer service system for non-professional handheld ultrasound scanning and professional diagnosis as described above, including:

[0130] S100, receiving and storing the complaint work orders submitted by users through the complaint submission module;

[0131] S200, analyzing the complaint work orders based on an intelligent analysis model to obtain a preliminary solution, and feeding it back to the complaint submission module through the real-time feedback module to provide the preliminary solution to real-time users;

[0132] S300, after the real-time feedback module feeds back the preliminary solution, asking the user whether the complaint problem has been solved to obtain a confirmation message;

[0133] S400, when the confirmation message indicates that the complaint problem has not been solved, forwarding the complaint work order to the matching client and providing an online communication tool between the user and the customer service staff;

[0134] S500, the real-time feedback module is also used to display the complaint handling progress of the complaint work order to the user.

[0135] The advantages or beneficial effects of adopting the above technical solutions are as follows: The complaint customer service system for non-professional handheld ultrasound scanning and professional diagnosis provided by the present invention, by integrating functional modules such as complaint submission, intelligent analysis, real-time feedback, and customer service response, not only significantly improves the efficiency and accuracy of complaint handling, but also can provide real-time users with preliminary solutions and track the processing progress, effectively enhancing the user experience; at the same time, the system ensures seamless communication between users and customer service staff, provides customized solutions for complex problems, and thus comprehensively optimizes the satisfaction and trust of non-professionals in the process of using handheld ultrasound scanning and professional diagnosis.

[0136] The above are only the preferred embodiments of the present invention, and do not limit the implementation manners and protection scope of the present invention. For those skilled in the art, it should be realized that all the solutions obtained by equivalent substitutions and obvious changes made by using the content of this specification and the drawings should be included in the protection scope of the present invention.

Claims

1. A complaint customer service system for non-professionals to conduct palm ultrasound scans and professional diagnosis, characterized in that: include: Complaint submission module, used to receive and store complaint tickets submitted by users; An intelligent analysis module, connected to the complaint submission module and the real-time feedback module respectively, for analyzing the complaint ticket based on an intelligent analysis model, obtaining a preliminary solution, and feeding back the preliminary solution to the complaint submission module through the real-time feedback module, so as to provide the preliminary solution to the user in real time; The real-time feedback module is also used to ask the user whether the complaint has been resolved after feeding back the preliminary solution, so as to obtain confirmation information; A customer service response module, connected to the real-time feedback module, is used to forward the complaint ticket to a matching customer service end based on a preset matching rule when the confirmation information indicates that the complaint problem of the complaint ticket has not been resolved, and provide an online communication tool between the user and the customer service personnel for the customer service end to respond to the complaint ticket; The real-time feedback module is also used to display the complaint handling progress of the complaint work order to the user.

2. The complaint customer service system according to claim 1, characterized in that: The complaint submission module includes: A form providing unit, used to provide standardized complaint forms; A work order receiving unit, used for receiving the complaint work order submitted by the user by filling in or uploading a completed standardized complaint form online; A database unit, connected to the work order receiving unit, is used to store the complaint work order.

3. The complaint customer service system according to claim 1, characterized in that: The complaint submission module is also used to receive a first tag added by the user to the complaint ticket; A plurality of sub-analysis models are pre-established in the intelligent analysis module, and each of the sub-analysis models corresponds to one or more second tags, and the second tags are used to characterize the complaint type or problem area targeted by the sub-analysis model; The intelligent analysis module is also used to select corresponding sub-analysis models according to one or more second tags matching the first tag, and combine them into the intelligent analysis model for the current complaint work order.

4. The complaint customer service system according to claim 1, characterized in that: The intelligent analysis model includes: A classification model, used to determine the classification category of the complaint ticket; the classification category includes the complaint type; The analysis model is connected to the classification model and is used to analyze the complaint ticket according to the classification category determined by the classification model to obtain a preliminary solution. The real-time feedback module is connected to the analysis model and is used to feed back the preliminary solution to the complaint submission module.

5. The complaint customer service system according to claim 1, characterized in that: The preset matching rules include: Matching a customer service end of a corresponding category based on the classification category of the complaint ticket; and / or Matching an idle client based on the current state of the client; and / or Matching clients based on the user's geographic location.

6. The complaint customer service system according to claim 1, characterized in that: Also includes: An urgency identification module, used to determine the urgency based on the content and sentiment of the complaint ticket; An importance assessment module, used to assess the importance of the complaint ticket based on the complaint type and user history records; A priority allocation module, connected to the urgency identification module and the importance assessment module, respectively, for determining the processing priority of the complaint work order according to the urgency and the importance; The customer service response module is connected to the priority allocation module and is used to respond to the complaint work order according to the processing priority.

7. The complaint customer service system according to claim 1, characterized in that: The client terminal includes a first manual client terminal and a second manual client terminal; The first manual customer service terminal corresponds to a centrally arranged seat customer service team; The second manual customer service terminal corresponds to the offline professional medical team; The customer service response module is used to forward the complaint work order to the first manual customer service terminal or the second manual customer service terminal, so that the first manual customer service terminal or the second manual customer service terminal can respond to the complaint work order.

8. The complaint customer service system according to claim 1, characterized in that: The client terminal is pre-installed with a knowledge base, which contains problem classification, problem description and solution; The customer service end is used to match the corresponding solution from the knowledge base according to the complaint ticket, and display it in the online communication tool so that the customer service personnel can generate a final solution based on the displayed solution to respond to the complaint ticket.

9. The complaint customer service system according to claim 1, characterized in that: The customer service response module also includes: The reminder unit is used to generate reminder information about the complaint work order based on preset reminder rules and send it to the corresponding customer service end.

10. A complaint customer service method for non-professionals to perform handheld ultrasound scans and professional diagnosis, characterized in that: A complaint customer service system for non-professional handheld ultrasound scanning and professional diagnosis as described in any one of claims 1 to 9, comprising: Receive and store complaint tickets submitted by users through the complaint submission module; Analyze the complaint ticket based on the intelligent analysis model to obtain a preliminary solution, and feed it back to the complaint submission module through the real-time feedback module to provide the preliminary solution to the user in real time; After feeding back the preliminary solution, the real-time feedback module asks the user whether the complaint has been resolved to obtain confirmation information; When the confirmation information indicates that the complaint issue has not been resolved, the complaint ticket is forwarded to a matching customer service end, and an online communication tool is provided between the user and the customer service staff; The real-time feedback module is also used to display the complaint handling progress of the complaint work order to the user.

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