After-sales processing method, device and electronic equipment

Abstract

The embodiment of the present application discloses an after-sales processing method, device and electronic device, wherein the method includes: receiving after-sales request information initiated by a consumer user to a merchant user; obtaining the merchant user's intended response information to the after-sales request information, submitting the after-sales request information and the intended response information to an information prediction system, so that the information prediction system obtains a prediction result indicating the tendency of dispute protection based on the after-sales request information and the intended response information; sending the prediction result to the merchant user, so that the merchant user determines whether to adjust the intended response information based on the prediction result. In this way, it helps to save the time cost of consumer users, avoid the reasonable demands of consumer users from affecting the dispute rate data of merchant users, and reduce the resource consumption of the service system.

Description

Technical Field

[0001] The present application relates to the field of information processing technology, and in particular to after-sales processing methods, devices and electronic equipment. Background Art

[0002] With the continuous development of Internet technology, online shopping has become popular. Sellers can publish product information through the product information service system, and buyers can browse and purchase product objects through the application program (App) provided by the system.

[0003] When a buyer is shopping online through the commodity object information service system, he or she may have a disagreement with the corresponding seller regarding the commodity object that has been purchased. For example, a buyer applies for a refund for a certain commodity object, but the seller rejects the refund application. The two have different claims for the same commodity object, resulting in a disagreement. At this time, the buyer can initiate a refund dispute with the system regarding the disagreement, and the system's customer service staff will intervene to handle the dispute, and ultimately obtain a judgment in favor of the buyer or seller, so that the conflict between the buyer and seller can be resolved fairly.

[0004] The above-mentioned whole process involves the buyer user making an application for refund, return, etc. to the seller user, the seller user rejecting the buyer user's application, and the buyer user, if dissatisfied after finding that the seller user refuses to refund or return, then, if further communication fails, the buyer user raises a dispute to the system customer service, and the customer service staff handles the dispute and publishes the judgment result information. Although the above process can help buyers and sellers resolve conflicts, it requires multiple interactions between the buyer user client, the seller user client, and the system service end. Such a processing process may take a long time, thereby increasing the buyer user's time cost and affecting the buyer user's shopping experience in the system; for the seller user, when the buyer user raises a dispute, it will increase the seller user's dispute rate data, affect the seller user's reputation value and other information, and may further affect the sales volume of the seller user's commodity objects, causing losses to the seller user; for the service system, it will also cause a waste of resources such as information processing and network communication. Summary of the invention

[0005] The present application provides an after-sales processing method, device and electronic device, which can obtain a prediction result that can reflect the tendency of dispute protection to a certain extent before a dispute protection occurs, help save the time cost of consumer users, avoid the reasonable demands of consumer users from affecting the dispute rate data of merchant users, and reduce the resource consumption of the service system.

[0006] This application provides the following solutions:

[0007] An after-sales processing method, comprising:

[0008] Receive after-sales request information initiated by consumer users to merchant users;

[0009] Obtaining the merchant user's intended response information to the after-sales request information, and submitting the after-sales request information and the intended response information to the information prediction system, so that the information prediction system obtains a prediction result indicating the tendency of dispute protection based on the after-sales request information and the intended response information;

[0010] The prediction result is sent to the merchant user so that the merchant user determines whether to adjust the proposed response information based on the prediction result.

[0011] An after-sales processing method, comprising:

[0012] Receiving a pre-judgment request sent by a merchant user, the pre-judgment request including: after-sales request information initiated by a consumer user to the merchant user, and proposed response information of the merchant user to the after-sales request information;

[0013] Obtaining a prediction result indicating a tendency of dispute protection according to the after-sales request information and the proposed response information;

[0014] The prediction result is sent to the merchant user so that the merchant user determines whether to adjust the proposed response information based on the prediction result.

[0015] An after-sales processing method, comprising:

[0016] Obtaining the intended after-sales request information that the consumer user intends to initiate to the merchant user, and the intended response information submitted by the consumer user simulating the merchant user to the intended after-sales request information;

[0017] Submitting the proposed after-sales request information and the proposed response information to an information prediction system, so that the information prediction system obtains a prediction result indicating a tendency of dispute protection based on the proposed after-sales request information and the proposed response information;

[0018] The prediction result is sent to the consumer user so that the consumer user determines whether to adjust the proposed after-sales request information based on the prediction result.

[0019] An after-sales processing method, comprising:

[0020] Obtaining the intended after-sales request information that the consumer user intends to initiate to the merchant user, and the intended response information of the merchant user to the intended after-sales request information;

[0021] Submitting the proposed after-sales request information and the proposed response information to an information prediction system, so that the information prediction system obtains a prediction result indicating a tendency of dispute protection based on the proposed after-sales request information and the proposed response information;

[0022] The prediction result is sent to the consumer user and the merchant user, so that the consumer user determines whether to adjust the proposed after-sales request information based on the prediction result, and the merchant user determines whether to adjust the proposed response information based on the prediction result.

[0023] An information processing method, comprising:

[0024] Receiving request information initiated by an information requesting user, wherein the request information is initiated by the requesting user to an information providing user;

[0025] Submitting the request information and the intended reply information of the information providing user to an information prediction system, so that the information prediction system predicts the satisfaction of the requesting user with the intended reply information based on the request information and the intended reply information;

[0026] The information providing user is notified of the satisfaction prompt information so that the information providing user can determine whether to adjust the proposed reply information based on the satisfaction prompt information.

[0027] An information processing method, comprising:

[0028] Receive a prediction request sent by an information provider, the prediction request including: request information initiated by the information requesting user to the information provider, and the proposed reply information of the information provider

[0029] Predicting the requesting user's satisfaction with the proposed reply information based on the request information and the proposed reply information;

[0030] The information providing user is notified of the satisfaction prompt information so that the information providing user can determine whether to adjust the proposed reply information based on the satisfaction prompt information.

[0031] An information processing method, comprising:

[0032] Obtaining the intended request information initiated by the information requesting user to the information providing user, and the intended reply information submitted by the information requesting user simulating the information providing user for the intended request information;

[0033] Submitting the intended request information and the intended reply information to an information prediction system, so that the information prediction system predicts the requesting user's satisfaction with the intended reply information based on the intended request information and the intended reply information;

[0034] The information requesting user is notified of the satisfaction prompt information so that the information requesting user determines whether to adjust the proposed requested information based on the satisfaction prompt information.

[0035] An information processing method, comprising:

[0036] Receiving the information that the information requesting user intends to request from the information providing user, and the intended reply information of the information providing user in response to the intended request information;

[0037] Submitting the intended request information and the intended reply information to an information prediction system, so that the information prediction system predicts the requesting user's satisfaction with the intended reply information based on the intended request information and the intended reply information;

[0038] The satisfaction prompt information is notified to the information providing user and the information requesting user, so that the information providing user can determine whether to adjust the proposed reply information, and the information requesting user can determine whether to adjust the proposed requested information.

[0039] An after-sales processing device, applied to a client, comprising:

[0040] An information receiving unit, used to receive after-sales request information initiated by a consumer user to a merchant user;

[0041] an information submitting unit, configured to obtain the merchant user's proposed response information to the after-sales request information, and submit the after-sales request information and the proposed response information to the information prejudgment system, so that the information prejudgment system obtains a prejudgment result indicating a tendency of dispute protection based on the after-sales request information and the proposed response information;

[0042] A prediction result sending unit is used to send the prediction result to the merchant user so that the merchant user determines whether to adjust the proposed response information based on the prediction result.

[0043] An after-sales processing device, applied to an information prediction system, comprising:

[0044] A pre-judgment request receiving unit, configured to receive a pre-judgment request sent by a merchant user, wherein the pre-judgment request includes: after-sales request information initiated by a consumer user to the merchant user, and intended response information of the merchant user to the after-sales request information;

[0045] A prediction result obtaining unit, configured to obtain a prediction result indicating a tendency of dispute protection according to the after-sales request information and the proposed response information;

[0046] A prediction result sending unit is used to send the prediction result to the merchant user so that the merchant user determines whether to adjust the proposed response information based on the prediction result.

[0047] An after-sales processing device, applied to a client, comprising:

[0048] An information obtaining unit, used to obtain the intended after-sales request information that the consumer user intends to initiate to the merchant user, and the intended response information submitted by the consumer user simulating the merchant user to the intended after-sales request information;

[0049] An information submission unit, used to submit the proposed after-sales request information and the proposed response information to an information pre-judgment system, so that the information pre-judgment system obtains a pre-judgment result indicating a tendency of dispute protection based on the proposed after-sales request information and the proposed response information;

[0050] The prediction result sending unit is used to send the prediction result to the consumer user so that the consumer user determines whether to adjust the proposed after-sales request information based on the prediction result.

[0051] An after-sales processing device, applied to a client, comprising:

[0052] An information obtaining unit, used to obtain the intended after-sales request information that the consumer user intends to initiate to the merchant user, and the intended response information of the merchant user to the intended after-sales request information;

[0053] An information submission unit, used to submit the proposed after-sales request information and the proposed response information to an information pre-judgment system, so that the information pre-judgment system obtains a pre-judgment result indicating a tendency of dispute protection based on the proposed after-sales request information and the proposed response information;

[0054] A prediction result sending unit is used to send the prediction result to the consumer user and the merchant user, so that the consumer user determines whether to adjust the proposed after-sales request information based on the prediction result, and the merchant user determines whether to adjust the proposed response information based on the prediction result.

[0055] An information processing device, applied to a client, comprising:

[0056] An information receiving unit, used to receive request information initiated by an information requesting user, wherein the request information is initiated by the requesting user to an information providing user;

[0057] An information submitting unit, used for submitting the request information and the intended reply information of the information providing user to the information prediction system, so that the information prediction system predicts the satisfaction of the requesting user with the intended reply information based on the request information and the intended reply information;

[0058] The information notification unit is used to notify the information providing user of the satisfaction prompt information so that the information providing user can determine whether to adjust the proposed reply information based on the satisfaction prompt information.

[0059] An information processing device, applied to an information prediction system, comprising:

[0060] A prediction request unit is used to receive a prediction request sent by an information providing user, wherein the prediction request includes: request information initiated by the information requesting user to the information providing user, and the intended reply information of the information providing user.

[0061] A satisfaction prediction unit, used to predict the requesting user's satisfaction with the proposed reply information based on the request information and the proposed reply information;

[0062] The information notification unit is used to notify the information providing user of the satisfaction prompt information so that the information providing user can determine whether to adjust the proposed reply information based on the satisfaction prompt information.

[0063] An information processing device, applied to a client, comprising:

[0064] An information obtaining unit, used to obtain the intended request information initiated by the information requesting user to the information providing user, and the intended reply information submitted by the information requesting user simulating the information providing user for the intended request information;

[0065] An information submitting unit, used for submitting the proposed request information and the proposed reply information to the information prediction system, so that the information prediction system predicts the requesting user's satisfaction with the proposed reply information based on the proposed request information and the proposed reply information;

[0066] The information notification unit is used to notify the information requesting user of the satisfaction prompt information so that the information requesting user can determine whether to adjust the proposed requested information based on the satisfaction prompt information.

[0067] An information processing device, applied to a client, comprising:

[0068] An information obtaining unit, configured to receive information to be requested from an information requesting user to an information providing user, and information to be replied to by the information providing user in response to the information to be requested;

[0069] An information submitting unit, used for submitting the proposed request information and the proposed reply information to the information prediction system, so that the information prediction system predicts the requesting user's satisfaction with the proposed reply information based on the proposed request information and the proposed reply information;

[0070] The information notification unit is used to notify the information providing user and the information requesting user of the satisfaction prompt information, so that the information providing user can determine whether to adjust the proposed reply information, and the information requesting user can determine whether to adjust the proposed requested information.

[0071] An electronic device, comprising:

[0072] one or more processors; and

[0073] A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed:

[0074] Receive after-sales request information initiated by consumer users to merchant users;

[0075] Obtaining the merchant user's intended response information to the after-sales request information, and submitting the after-sales request information and the intended response information to the information prediction system, so that the information prediction system obtains a prediction result indicating the tendency of dispute protection based on the after-sales request information and the intended response information;

[0076] The prediction result is sent to the merchant user so that the merchant user determines whether to adjust the proposed response information based on the prediction result.

[0077] An electronic device, comprising:

[0078] one or more processors; and

[0079] A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed:

[0080] Receiving a pre-judgment request sent by a merchant user, the pre-judgment request including: after-sales request information initiated by a consumer user to the merchant user, and proposed response information of the merchant user to the after-sales request information;

[0081] Obtaining a prediction result indicating a tendency of dispute protection according to the after-sales request information and the proposed response information;

[0082] The prediction result is sent to the merchant user so that the merchant user determines whether to adjust the proposed response information based on the prediction result.

[0083] An electronic device, comprising:

[0084] one or more processors; and

[0085] A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed:

[0086] Obtaining the intended after-sales request information that the consumer user intends to initiate to the merchant user, and the intended response information submitted by the consumer user simulating the merchant user to the intended after-sales request information;

[0087] Submitting the proposed after-sales request information and the proposed response information to an information prediction system, so that the information prediction system obtains a prediction result indicating a tendency of dispute protection based on the proposed after-sales request information and the proposed response information;

[0088] The prediction result is sent to the consumer user so that the consumer user determines whether to adjust the proposed after-sales request information based on the prediction result.

[0089] An electronic device, comprising:

[0090] one or more processors; and

[0091] A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed:

[0092] Obtaining the intended after-sales request information that the consumer user intends to initiate to the merchant user, and the intended response information of the merchant user to the intended after-sales request information;

[0093] Submitting the proposed after-sales request information and the proposed response information to an information prediction system, so that the information prediction system obtains a prediction result indicating a tendency of dispute protection based on the proposed after-sales request information and the proposed response information;

[0094] The prediction result is sent to the consumer user and the merchant user, so that the consumer user determines whether to adjust the proposed after-sales request information based on the prediction result, and the merchant user determines whether to adjust the proposed response information based on the prediction result.

[0095] An electronic device, comprising:

[0096] one or more processors; and

[0097] A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed:

[0098] Receiving request information initiated by an information requesting user, wherein the request information is initiated by the requesting user to an information providing user;

[0099] Submitting the request information and the intended reply information of the information providing user to an information prediction system, so that the information prediction system predicts the satisfaction of the requesting user with the intended reply information based on the request information and the intended reply information;

[0100] The information providing user is notified of the satisfaction prompt information so that the information providing user can determine whether to adjust the proposed reply information based on the satisfaction prompt information.

[0101] An electronic device, comprising:

[0102] one or more processors; and

[0103] A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed:

[0104] Receive a prediction request sent by an information provider, the prediction request including: request information initiated by the information requesting user to the information provider, and the proposed reply information of the information provider

[0105] Predicting the requesting user's satisfaction with the proposed reply information based on the request information and the proposed reply information;

[0106] The information providing user is notified of the satisfaction prompt information so that the information providing user can determine whether to adjust the proposed reply information based on the satisfaction prompt information.

[0107] An electronic device, comprising:

[0108] one or more processors; and

[0109] A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed:

[0110] Obtaining the intended request information initiated by the information requesting user to the information providing user, and the intended reply information submitted by the information requesting user simulating the information providing user for the intended request information;

[0111] Submitting the intended request information and the intended reply information to an information prediction system, so that the information prediction system predicts the requesting user's satisfaction with the intended reply information based on the intended request information and the intended reply information;

[0112] The information requesting user is notified of the satisfaction prompt information so that the information requesting user determines whether to adjust the proposed requested information based on the satisfaction prompt information.

[0113] An electronic device, comprising:

[0114] one or more processors; and

[0115] A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed:

[0116] Receiving the information that the information requesting user intends to request from the information providing user, and the intended reply information of the information providing user in response to the intended request information;

[0117] Submitting the intended request information and the intended reply information to an information prediction system, so that the information prediction system predicts the requesting user's satisfaction with the intended reply information based on the intended request information and the intended reply information;

[0118] The satisfaction prompt information is notified to the information providing user and the information requesting user, so that the information providing user can determine whether to adjust the proposed reply information, and the information requesting user can determine whether to adjust the proposed requested information.

[0119] According to the specific embodiments provided in this application, this application discloses the following technical effects:

[0120] In an embodiment of the present application, after receiving the after-sales request information initiated by the consumer user to the merchant user, the merchant user can choose to enter the pre-judgment process, simulate and generate the merchant user's proposed response information for the after-sales request information, and submit the after-sales request information and the proposed response information to the information pre-judgment system for pre-judgment processing to obtain a pre-judgment result indicating the tendency of dispute protection. The merchant user can refer to the pre-judgment result to determine how to respond to the consumer user's after-sales request information. Usually, if the pre-judgment result tends to support the consumer user, the merchant user may respond to the consumer user's after-sales request information in the form of "agree" after obtaining the pre-judgment result. In this way, it helps to save the consumer user's time cost and improve the consumer user's shopping experience in the service system; it can also reasonably avoid consumer users from raising disputes and rights protection, which helps to maintain the merchant user's dispute rate data unaffected; and it helps to reduce the waste of information processing, network communication and other resources of the service system.

[0121] Of course, any product implementing the present application does not necessarily need to achieve all of the advantages described above at the same time. BRIEF DESCRIPTION OF THE DRAWINGS

[0122] In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings required for use in the embodiments will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0123] Figure 1 is a flow chart of the first method provided in an embodiment of the present application;

[0124] Figure 2 This is a flow chart of the second method provided in the embodiment of the present application.

[0125] Figure 3 is a schematic diagram of the first interface provided in the embodiment of the present application;

[0126] Figure 4 is a schematic diagram of a second interface provided in an embodiment of the present application;

[0127] Figure 5 is a flow chart of the third method provided in the embodiment of the present application;

[0128] Figure 6 is a schematic diagram of a third interface provided in an embodiment of the present application;

[0129] Figure 7 is a schematic diagram of the fourth interface provided in the embodiment of the present application;

[0130] Figure 8 is a flowchart of the fourth method provided in an embodiment of the present application;

[0131] Fig. 9 is a flowchart of the fifth method provided in an embodiment of the present application;

[0132] Fig.10 is a flowchart of the sixth method provided in an embodiment of the present application;

[0133] Fig.11 is a flow chart of the seventh method provided in the embodiment of the present application;

[0134] Fig.12 is a flowchart of an eighth method provided in an embodiment of the present application;

[0135] Fig.13 is a schematic diagram of a first device provided in an embodiment of the present application;

[0136] Fig.14 is a schematic diagram of a second device provided in an embodiment of the present application;

[0137] Fig.15is a schematic diagram of a third device provided in an embodiment of the present application;

[0138] Fig.16 is a schematic diagram of a fourth device provided in an embodiment of the present application;

[0139] Fig.17 is a schematic diagram of the architecture of an electronic device provided in an embodiment of the present application;

[0140] Fig.18 It is a schematic diagram of the architecture of the computer system provided in an embodiment of the present application. DETAILED DESCRIPTION

[0141] The following will be combined with the drawings in the embodiments of the present application to clearly and completely describe the technical solutions in the embodiments of the present application. Obviously, the described embodiments are only part of the embodiments of the present application, not all of the embodiments. All other embodiments obtained by ordinary technicians in this field based on the embodiments in the present application belong to the scope of protection of this application.

[0142] The embodiment of the present application provides an information processing tool, which can predict the intended reply information when replying to the request information initiated by the information requesting user, and obtain the satisfaction of the requesting user with the intended reply information. The information processing tool of the embodiment of the present application can be embodied in a variety of different implementations. For example, in one implementation, the information processing tool may include a client and an information pre-judgment system, wherein the client can be deployed on a terminal device associated with the information providing user, and the information pre-judgment system can be deployed on a separate server, or deployed on an information pre-judgment module in the server, and the embodiment of the present application may not limit this. Specifically, after the client receives the request information initiated by the information requesting user to the information providing user, the request information and the intended reply information of the information providing user can be submitted to the information pre-judgment system, and the information pre-judgment system predicts the satisfaction of the requesting user with the intended reply information based on the request information and the intended reply information. In this way, after the information pre-judgment system notifies the information providing user of the satisfaction prompt information, the information providing user can determine whether to adjust the intended reply information based on the satisfaction prompt information.

[0143] In one implementation, the information processing tool may include a client and an information prediction system, wherein the client may be deployed on a terminal device associated with an information requesting user. Specifically, before initiating a request for information to an information providing user, the client may first send the intended request information to the information providing user, as well as the intended reply information submitted by the information requesting user simulating the information providing user to the intended request information, to the information prediction system, and the information prediction system predicts the requesting user's satisfaction with the intended reply information based on the intended request information and the intended reply information. In this way, after the information prediction system notifies the information requesting user of the satisfaction prompt information, the information requesting user may determine whether to adjust the intended request information based on the satisfaction prompt information.

[0144] In one implementation, the information processing tool may include an instant messaging client and an information prediction system, wherein the instant messaging client may be deployed on a terminal device associated with an information requesting user and an information providing user. Specifically, after the information requesting user and the information providing user establish a communication link through the instant messaging client, the information requesting user may receive the intended request information to be initiated to the information providing user, and the intended reply information of the information providing user to the intended request information, and submit them to the information prediction system through the instant messaging client, and the information prediction system predicts the requesting user's satisfaction with the intended reply information based on the intended request information and the intended reply information. In this way, after the information prediction system notifies the information providing user and the information requesting user of the satisfaction prompt information, the information providing user may determine whether to adjust the intended reply information based on the satisfaction prompt information, and the information requesting user may determine whether to adjust the intended request information based on the satisfaction prompt information.

[0145] As an example, the information processing method of the embodiment of the present application can be applied to an intelligent question-and-answer scenario, that is, the request information is a question to be answered raised by the information requesting user, and the proposed reply information is the answer that the information providing user intends to reply to the question to be answered.

[0146] Example 1

[0147] Combine the following Figure 1 The flowchart shown explains the intelligent question and answer information processing process.

[0148] S101: receiving request information initiated by an information requesting user to an information providing user, wherein the request information is a question to be answered raised by the information requesting user.

[0149] S102: Submitting the question to be answered and the answer that the information provider user intends to reply to the question to be answered to the information prediction system, so that the information prediction system predicts the requesting user's satisfaction with the proposed answer based on the question to be answered and the proposed answer.

[0150] S103: Notify the information providing user of the satisfaction prompt information so that the information providing user can determine whether to adjust the intended reply answer based on the satisfaction prompt information.

[0151] It can be understood that in this embodiment, the information requesting user's satisfaction with the intended reply can be reflected as the accuracy of the intended reply. If the accuracy of the intended reply is high, the information requesting user's satisfaction with the answer is high; conversely, the information requesting user's satisfaction with the answer is low, and the information providing user can adjust the intended reply accordingly to improve the accuracy of the answer, thereby improving the satisfaction of the information requesting user.

[0152] In addition, when the information processing method of the embodiment of the present application is applied to the intelligent question-answering scenario, in one implementation, the information to be requested can be the question to be answered that the information requesting user intends to ask, and the information to be replied can be the answer submitted by the information providing user to reply to the question to be answered. In one implementation, the information to be requested can be the question to be answered that the information requesting user intends to ask, and the information to be replied can be the answer that the information providing user intends to reply to the question to be answered.

[0153] The information processing method of the embodiment of the present application can also be applied to a commodity object information service system to process after-sales request information. The information processing process in this scenario is explained below with reference to specific examples.

[0154] In actual application, after a buyer makes a purchase through the product object information service system, he or she may have a disagreement with the seller regarding the purchased product object. For example, the two may have a disagreement on after-sales services such as return, exchange, and refund of the product object. At this time, the buyer user can request the customer service personnel of the service system to intervene and make a decision by submitting after-sales request information for the product object.

[0155] In order to solve the problems existing in the existing solutions when dealing with disagreements between buyer users and seller users, an embodiment of the present application provides a prediction tool. Combined with actual application scenarios, the prediction tool of the embodiment of the present application can be embodied in a variety of different implementations. For example, in one implementation, the prediction tool may include an information prediction system, and a second client associated with a merchant user. When the second client obtains the after-sales request information of the consumer user for the target commodity object, it can cooperate with the information prediction system to perform a prediction by simulating the judgment process, and obtain a prediction result that can reflect the tendency of the judgment result to a certain extent.

[0156] In one implementation, the prediction tool may include an information prediction system and a first client associated with a consumer user. Before submitting the consumer user's after-sales request information for the target product object, the first client may cooperate with the information prediction system to perform a prediction by simulating a judgment process to obtain a prediction result.

[0157] In one implementation, the prediction tool may include an information prediction system and an instant messaging client. After a consumer user and a merchant user establish a communication link through the instant messaging client, they may initiate a prediction through an entry provided by the instant messaging client, and perform a prediction by simulating a judgment process to obtain a prediction result.

[0158] Example 2

[0159] Combine the following Figure 2 The flowchart shown explains the implementation process of the after-sales request information processing method.

[0160] S201: The second client receives after-sales request information initiated by a consumer user to a merchant user, and obtains proposed response information of the merchant user to the after-sales request information.

[0161] In this embodiment, when the second client associated with the merchant user obtains the after-sales request information initiated by the consumer user for the target product object, it can provide the merchant user with an interface for displaying the after-sales request information. The merchant user can respond to the after-sales request information with "agree" or "reject" based on the actual situation; or the merchant user can enter the prediction process through the prediction entrance provided in the interface, and after obtaining the prediction result, refer to the prediction result to determine how to respond to the after-sales request information of the consumer user.

[0162] like Figure 3 In the example shown, a prediction entry can be provided in the interface displaying after-sales request information, and the merchant user can enter the prediction process after clicking the "prediction" button; or, Figure 4 As shown, after the merchant user clicks the "Reject" button in the interface displaying the after-sales request information, a pre-judgment entrance is provided in the pop-up next-level interface, and the merchant user can also enter the pre-judgment process after clicking the "Pre-judgment" button. The embodiment of the present application does not specifically limit the presentation form of the pre-judgment entrance.

[0163] When entering the pre-judgment process, the second client may provide a first operation option for simulating a response to a consumer user's after-sales request information for a target commodity object, so as to obtain the merchant user's intended response information to the after-sales request information through the first operation option.

[0164] For example, consumer user A submits a refund application for commodity object A, commodity object A is the target commodity object, and the refund application is the after-sales request information initiated by the consumer user for the target commodity object. The merchant user's intended response information for the after-sales request information may include: response method information, such as rejecting consumer user A's refund application for commodity object A; and reason information corresponding to the response method information.

[0165] It should be noted that in actual application, the consumer user may also submit voucher information related to the refund application when submitting a refund application. For example, if consumer user A submits a refund application because commodity object A has quality problems, and submits photos proving the quality problems of commodity object A as vouchers, the after-sales request information of the consumer user for the target commodity object may also include the voucher information related to the refund application.

[0166] S202: The second client submits the intended response information and after-sales request information to the information prediction system.

[0167] After obtaining the merchant user's intended response information to the after-sales request information through the first operation option, a prediction request can be sent to the information prediction system, and the intended response information and the after-sales request information can be submitted to the information prediction system, and the information prediction system will obtain the prediction result based on this.

[0168] As an example, the second client may submit the intended response information and the after-sales request information to the information prediction system at the same time; or, the second client may submit the intended response information first, and then submit the after-sales request information after the information prediction system confirms receipt of the intended response information. The embodiment of the present application may not specifically limit the information submission method of the second client.

[0169] S203: The information prediction system obtains credential information and audit rule information.

[0170] As an example, after the information prediction system obtains the after-sales request information of the consumer user for the target product object and the proposed response information of the merchant user to the after-sales request information, it can further determine whether the voucher information needs to be referenced in the prediction process.

[0171] For example, product object A is a fresh product, and this type of product usually has a short shelf life. If consumer user A applies for a refund against product object A on the grounds of product quality, and the time between the time the refund application is filed and the time the product object A is shipped exceeds a specified time period (the specified time period can be determined based on the shelf life of the product object), the information prediction system can determine that this prediction does not need to refer to the voucher information, and can directly make a prediction based on the after-sales request information and the intended response information to obtain a prediction result that supports merchant users.

[0172] For another example, consumer user A files a refund application for commodity object A on the grounds that the goods have not been received. If the merchant user's intended response information is: reject the refund application filed by consumer user A for commodity object A, and the corresponding reason information is that the goods have been shipped. After the information prediction system obtains the after-sales request information and the intended response information, it can determine that this prediction needs to refer to the voucher information, for example, the voucher information can be the order number of the express delivery order.

[0173] As an example, the information pre-judgment system can obtain a voucher information library, which stores the correspondence between the consumer user's after-sales request information for the commodity object, the merchant user's response information to the after-sales request information, and the voucher list. The information pre-judgment system can determine from the voucher information library the voucher list corresponding to the consumer user's after-sales request information for the target commodity object, and the merchant user's proposed response information to the after-sales request information, and then obtain the voucher information corresponding to the voucher list for pre-judgment processing. Among them, the voucher information library can be stored in the information pre-judgment system, or in other storage spaces accessible to the information pre-judgment system, and the embodiments of the present application may not make specific limitations on this. Taking the examples given above as an example, the determined voucher list can at least include a shipping express order.

[0174] After the information prediction system determines the credential list, the credential information corresponding to the credential list can be obtained in different ways. In one way, the information prediction system can return the credential list to the second client, and the second client submits the corresponding credential information. Specifically, after the second client receives the credential list returned by the information prediction system, it can provide a second operation option for obtaining the credential information, and submit the credential information corresponding to the credential list obtained through the second operation option to the information prediction system.

[0175] As an example, when the information prediction system returns a credential list to the second client, it can also return suggestion information corresponding to the credential list. For example, the suggestion information may include the resolution, clarity, shooting angle, etc. of the picture. In the example above, if the merchant user submits the credential information in the form of uploading a courier order picture, if the picture clarity is poor, or the picture does not contain the courier order number, the information prediction system cannot extract the credential information from it, and needs to interact with the second client again, prompting the user to resubmit the credential information. This will not only affect the processing cycle of the entire prediction process, but also increase the network resources consumed by the interaction between the information prediction system and the second client.

[0176] It can be understood that if the credential list determined by the information prediction system indicates that the credential information is provided by the merchant user, then the credential information submitted by the second client may be the credential information that supports the merchant user to reject the consumer user's request for handling the request; if the credential list determined by the information prediction system indicates that the credential information is provided by the consumer user, and the after-sales request information of the consumer user obtained by the second client includes the credential information, then the credential information submitted by the second client may be the credential information that supports the consumer user to handle the request; in addition, the credential list determined by the information prediction system may also be the credential information provided by the consumer user and the merchant user respectively, and the embodiments of the present application may not make specific limitations on this.

[0177] In one way, in order to simplify the operation of merchant users and improve the accuracy and effectiveness of the credential information obtained by the information prediction system, after the information prediction system determines the credential list corresponding to the post-sale request information and the intended response information, it can fetch the credential information corresponding to the credential list from the business information library of the relevant business system. In the example above, the information prediction system can be connected to the logistics business system and fetch the order number of the delivery express bill from the logistics information library as the credential information.

[0178] As an example, after the information prediction system obtains the credential information, it can further obtain the audit rule information corresponding to the credential information, and the audit rule information is used to determine the validity of the credential information. In the example above, the audit rule information of the express number can at least include: the format, number of digits, prefix characters, etc. of the express number, and the obtained express number can be marked as valid credential information or invalid credential information through the audit rule information.

[0179] As an example, in order to ensure the accuracy of the information used to obtain the prediction result, the information prediction system can also return the obtained information to the second client, and the merchant user confirms it before obtaining the prediction result based on the obtained information. For example, the information prediction system returns the credential information and the audit rule information to the second client, and the merchant user can confirm the accuracy of the submitted credential information, and can also confirm the validity of the submitted credential information in combination with the audit rule information, and modify the submitted credential information according to the actual situation. Correspondingly, the information prediction system performs prediction processing based on the information confirmed by the merchant user, which helps to improve the accuracy of the obtained prediction result.

[0180] S204: The information prediction system obtains a prediction result indicating the tendency of dispute protection based on the obtained information.

[0181] In one mode, the information prediction system can display the obtained information so that the customer service personnel of the commodity object information service system can make predictions through manual intervention and obtain prediction results.

[0182] In one way, the information prejudgment system can make a prejudgment based on the obtained information and obtain a prejudgment result to reduce the consumption of human cost of the service system by prejudgment. The prejudgment result obtained in the embodiment of the present application can indicate that if the merchant user responds to the after-sales request information of the consumer user according to the proposed response information, when the consumer user subsequently initiates a dispute protection against the target commodity object to the service system, the tendency information of the corresponding judgment result, that is, whether the judgment result tends to support the consumer user or the merchant user.

[0183] As an example, the information prediction system can perform prediction according to the following scheme to obtain a prediction result:

[0184] 1. Obtain a prediction model trained based on sample data related to sample product objects.

[0185] The embodiment of the present application can perform prediction model training by means of machine learning. Specifically, multiple sample commodity objects can be determined from the commodity objects for which the dispute protection judgment has been completed, and sample data related to the dispute protection judgment of each sample commodity object can be obtained respectively to perform prediction model training. For example, the sample data may include: after-sales request information of the consumer user for the sample commodity object, response information of the merchant user for the after-sales request information, voucher information, review rule information, and judgment results during dispute protection.

[0186] As an example, the prediction result output by the prediction model can be reflected as: supporting consumer users, supporting merchant users, and unknown. When the probability of the prediction model outputting unknown is lower than a predetermined value, it can be determined that the prediction model training is complete; or, when the prediction result output by the prediction model is consistent with the judgment result during dispute protection, it can also be determined that the prediction model training is complete. The embodiments of the present application do not make specific limitations on this.

[0187] 2. Use the prediction model to obtain the prediction results.

[0188] In actual use, the information prediction system can use the consumer user's after-sales request information for the target product object, the merchant user's intended response information to the after-sales request information, credential information, and review rule information as the input of the prediction model, and output the prediction result after processing by the prediction model.

[0189] S205: The second client receives and displays the prediction result returned by the information prediction system, so that the merchant user can determine whether to adjust the intended response information based on the prediction result.

[0190] After the information prediction system obtains the prediction result, it can return the prediction result to the second client for display. Usually, if the prediction result tends to support the consumer user, the merchant user may respond to the consumer user's after-sales request information for the target product object in the form of "agree" after obtaining the prediction result, which can improve the consumer user's satisfaction with the merchant user's response information. In this way, for consumer users, it helps to save the time cost of refund applications and improve the shopping experience of consumer users in the service system; for merchant users, it can reasonably avoid consumer users from raising disputes and safeguarding their rights, which helps to maintain the merchant user's dispute rate data unaffected; for the service system, it helps to reduce the waste of resources such as information processing and network communications.

[0191] If the consumer user's processing request for the target commodity object is reasonable, in order to avoid the merchant user from constantly trial and error through the pre-judgment scheme of the embodiment of the present application until a situation of circumventing the reasonable request of the consumer user is found, the embodiment of the present application also provides the following solution: Under one solution, when the information pre-judgment system receives a pre-judgment request for the target commodity object, the timing is started; if the timing time length of the after-sales processing exceeds the preset time length (usually, the preset time length can support the merchant user to pre-judgment several times for the same commodity object, and under normal operation of the merchant user, there will be no situation where a pre-judgment cannot be completed within the preset time length), the pre-judgment for the target commodity object is terminated. Under one solution, the information pre-judgment system can count the number of pre-judgment requests initiated for the target commodity object; if the number of pre-judgment requests initiated for the target commodity object exceeds the preset number, the pre-judgment for the target commodity object is terminated.

[0192] In actual application, the information prediction system can store the after-sales request information of the consumer user for the target product object, the intended response information of the merchant user for the after-sales request information, the credential information, the audit rule information, and the prediction results in the cache, and perform data cleaning after the prediction is completed, or perform data cleaning regularly. Alternatively, the information prediction system can also solidify the above information into the prediction information library, and when the consumer user subsequently initiates a dispute protection against the target product object to the service system, the prediction results can be obtained from the prediction information library to provide a reference for the judgment result.

[0193] Example 3

[0194] Combine the following Figure 5 The flowchart shown explains the implementation process of the after-sales request information processing method.

[0195] S301: The first client obtains proposed after-sales request information that a consumer user intends to initiate to a merchant user, and proposed response information submitted by the consumer user simulating the merchant user to the proposed after-sales request information.

[0196] In this embodiment, the first client may provide the consumer user with an operation option for pre-judgment processing of the target commodity object before submitting the after-sales request information of the consumer user for the target commodity object.

[0197] like Figure 6 As shown, a pre-judgment entry can be provided for the consumer user in the optional product object interface provided by the first client, and the consumer user can enter the pre-judgment process for the target product object after clicking the "pre-judgment" button corresponding to the target product object; or, Figure 7 As shown, after the consumer user clicks the "Refund" button corresponding to the target product object in the optional product object interface, a pre-judgment entrance is provided in the pop-up next-level interface, and the consumer user can also enter the pre-judgment process for the target product object after clicking the "Pre-judgment" button. The embodiment of the present application does not specifically limit the form of the pre-judgment entrance.

[0198] When entering the pre-judgment process, the first client can provide an operation option for pre-judgment of the target product object. Through this operation option, the consumer user can obtain the intended after-sales request information initiated by the consumer user to the merchant user for the target product object, as well as the intended response information submitted by the consumer user simulating the merchant user to the intended after-sales request information. In other words, the information obtained at this time is all submitted by the consumer user in simulation, and the second client will not Figure 2 The illustrated embodiment obtains after-sales request information of a consumer user for a target commodity object.

[0199] Regarding the proposed after-sales request information and the proposed response information, please refer to the introduction in S201 above, which will not be described in detail here.

[0200] S302: The first client sends a prediction request to the information prediction system, and submits the intended after-sales request information and the intended response information to the information prediction system.

[0201] S303: The information prediction system obtains credential information and audit rule information.

[0202] S304: The information prediction system obtains a prediction result indicating the tendency of dispute protection based on the obtained information.

[0203] Specifically, the prediction result may indicate the tendency information of the judgment result if the merchant user responds to the intended after-sales request information of the consumer user according to the intended response information when a dispute arises and rights protection is carried out.

[0204] S305: The first client receives and displays the prediction result returned by the information prediction system, so that the consumer user can determine whether to adjust the proposed after-sales request information based on the prediction result.

[0205] Regarding the implementation process of S302 to S305, please refer to the introduction of S202 to S205 above, which will not be repeated here.

[0206] In this embodiment, the voucher list and corresponding suggestion information returned by the information prediction system to the first client can help the consumer user submit voucher information that meets the prediction requirements. For example, for the prediction process that requires identifying the authenticity of the target commodity object, if the suggestion information prompts the consumer user to submit photos of the target commodity object at which shooting angles, it will help the information prediction system obtain vouchers containing more valid information, thereby improving the accuracy of prediction using the voucher information; in addition, it will also help reduce the number of interactions between the first client and the information prediction system when the voucher information does not meet the requirements, saving communication resources.

[0207] In this embodiment, if the prejudgment result tends to support the consumer user, the prejudgment process can make the consumer user clear about how to submit the after-sales request information for the target commodity object, for example, which specific refund reason to choose and which corresponding voucher information to submit, etc., which helps to improve the success rate of achieving the reasonable demands of the consumer user. In addition, if the prejudgment result tends to support the merchant user, when the prejudgment result is objective and reasonable, that is, when the consumer user is highly satisfied with the proposed response information, the after-sales request information for the target commodity object may no longer be submitted. The consumer user's demands can be quickly resolved through prejudgment, which also helps to improve the shopping experience of the consumer user in the service system, reasonably avoid the influence of the dispute rate data of the merchant user, and reduce the waste of service system information processing, network communication and other resources.

[0208] In addition, if the consumer user's processing request for the target product object is unreasonable, in order to avoid the consumer user from constantly trial and error through the prediction scheme of the embodiment of the present application until a situation that supports the consumer user's request is found, the embodiment of the present application can also terminate the consumer user's prediction for the target product object according to a preset time length or a preset number of times.

[0209] Example 4

[0210] Combine the following Figure 8 The flowchart shown explains the implementation process of the after-sales request information processing method.

[0211] S401: The instant messaging client obtains the intended after-sales request information that the consumer user intends to initiate to the merchant user, and the intended response information of the merchant user to the intended after-sales request information.

[0212] In this embodiment, after establishing a communication link between the consumer user and the merchant user, the instant messaging client can provide the consumer user and the merchant user with operation options for performing pre-judgment processing on the target commodity object.

[0213] As an example, a "prediction" button can be set in the toolbar of the chat interface as a prediction entry, and either the consumer user or the merchant user clicks the "prediction" button to enter the prediction process. When entering the prediction process, the instant messaging tool can provide operation options for pre-judgment processing of the target product object, through which the consumer user's intended after-sales request information for the target product object and the merchant user's intended response information for the intended after-sales request information can be obtained. Specifically, after the target product object is determined from the optional product objects, the consumer user's intended after-sales request information for the target product object can be obtained through the operation options provided by the instant messaging client associated with the consumer user, and the merchant user's intended response information for the intended after-sales request information can be obtained through the operation options provided by the instant messaging client associated with the merchant user. Similarly, the information obtained at this time is all simulated submission, and the second client will not be as Figure 2 The illustrated embodiment obtains after-sales request information of a consumer user for a target commodity object.

[0214] S402: The instant messaging client sends a prediction request to the information prediction system, and submits the intended after-sales request information and the intended response information to the information prediction system.

[0215] S403: The information prediction system obtains credential information and audit rule information.

[0216] S404: The information prediction system obtains a prediction result indicating the tendency of dispute protection based on the obtained information.

[0217] Specifically, the prediction result may indicate the tendency information of the judgment result if the merchant user responds to the intended after-sales request information of the consumer user according to the intended response information when a dispute arises and rights protection is carried out.

[0218] S405: The instant messaging client receives and displays the prediction result returned by the information prediction system, so that the consumer user determines whether to adjust the proposed after-sales request information based on the prediction result, and the merchant user determines whether to adjust the proposed response information based on the prediction result.

[0219] Regarding the implementation process of S402 to S405, please refer to the introduction of S202 to S205 above, which will not be repeated here.

[0220] It should be noted that the instant messaging client in the embodiment of the present application may be an independent tool, or may be integrated into an existing communication tool of the commodity object information service system, and the embodiment of the present application does not make any specific limitation on this.

[0221] Example 5

[0222] This embodiment 5 corresponds to embodiment 2 and provides an after-sales processing method from the perspective of the second client. Fig. 9 , the method may specifically include:

[0223] S501: receiving after-sales request information initiated by a consumer user to a merchant user.

[0224] S502: Obtain the merchant user's proposed response information to the after-sales request information.

[0225] Specifically, the second client associated with the merchant user can provide a first operation option for simulating a response to the after-sales request information when obtaining the after-sales request information of the consumer user for the target commodity object; and obtain the merchant user's proposed response information to the after-sales request information through the first operation option.

[0226] S503: Submit the after-sales request information and the proposed response information to the information prediction system, so that the information prediction system obtains a prediction result indicating the tendency of dispute protection based on the after-sales request information and the proposed response information.

[0227] S504: Send the prediction result to the merchant user, so that the merchant user determines whether to adjust the proposed response information based on the prediction result.

[0228] Example 6

[0229] This embodiment 6 corresponds to embodiment 2 and provides an after-sales processing method from the perspective of the information prediction system. Fig.10 , the method may specifically include:

[0230] S601: receiving a pre-judgment request sent by a merchant user, wherein the pre-judgment request includes: after-sales request information initiated by a consumer user to the merchant user, and proposed response information of the merchant user to the after-sales request information.

[0231] S602: Obtain a prediction result indicating a tendency of dispute protection according to the after-sales request information and the proposed response information.

[0232] S603: Send the prediction result to the merchant user, so that the merchant user determines whether to adjust the proposed response information based on the prediction result.

[0233] Example 7

[0234] This embodiment 7 corresponds to embodiment 3 and provides an after-sales processing method from the perspective of the first client. Fig.11 , the method may specifically include:

[0235] S701: Obtaining proposed after-sales request information that a consumer user intends to initiate to a merchant user, and proposed response information submitted by the consumer user simulating the merchant user to the proposed after-sales request information.

[0236] Specifically, before submitting the after-sales request information of the consumer user for the target commodity object, the first client associated with the consumer user provides an operation option for pre-judgment processing of the target commodity object; through the operation option, the intended after-sales request information of the consumer user for the target commodity object and the intended response information to the intended after-sales request information submitted by the consumer user simulating the merchant user are obtained.

[0237] S702: Submit the proposed after-sales request information and the proposed response information to an information prediction system, so that the information prediction system obtains a prediction result indicating a tendency of dispute protection based on the proposed after-sales request information and the proposed response information.

[0238] S703: Send the prediction result to the consumer user, so that the consumer user determines whether to adjust the proposed after-sales request information based on the prediction result.

[0239] Example 8

[0240] This embodiment 8 corresponds to the embodiment 4 and provides an after-sales processing method from the perspective of the instant messaging client. Fig.12 , the method may specifically include:

[0241] S801: Obtaining the intended after-sales request information that the consumer user intends to initiate to the merchant user, and the intended response information of the merchant user to the intended after-sales request information.

[0242] Specifically, the instant messaging client provides an operation option for pre-judgment processing of the target commodity object; through the operation option, the consumer user's intended after-sales request information for the target commodity object and the merchant user's intended response information to the intended after-sales request information are obtained.

[0243] S802: Submitting the proposed after-sales request information and the proposed response information to an information prediction system, so that the information prediction system obtains a prediction result indicating a tendency of dispute protection based on the proposed after-sales request information and the proposed response information.

[0244] S803: Send the prediction result to the consumer user, so that the consumer user determines whether to adjust the proposed after-sales request information based on the prediction result.

[0245] For the undescribed parts in the aforementioned embodiments 5 to 8, please refer to the records in the aforementioned embodiments, which will not be repeated here.

[0246] Corresponding to Example 2, this embodiment of the application also provides an after-sales processing device, see Fig.13 , the device is applied to a second client associated with a merchant user, and includes:

[0247] The information receiving unit 901 is used to receive after-sales request information initiated by the consumer user to the merchant user;

[0248] The information submitting unit 902 is used to obtain the merchant user's proposed response information to the after-sales request information, and submit the after-sales request information and the proposed response information to the information prediction system, so that the information prediction system obtains a prediction result indicating the tendency of dispute protection based on the after-sales request information and the proposed response information;

[0249] The prediction result sending unit 903 is used to send the prediction result to the merchant user, so that the merchant user determines whether to adjust the proposed response information based on the prediction result.

[0250] The proposed response information includes:

[0251] Response method information, and corresponding reason information when the response method information is to reject the after-sales request of the consumer user.

[0252] The device also includes:

[0253] A credential information submission unit is used to receive the credential list returned by the information prediction system, and submit the credential information uploaded by the merchant user according to the prompt of the credential list to the information prediction system, so that the information prediction system obtains the prediction result based on the after-sales request information, the proposed response information, and the credential information.

[0254] Corresponding to Example 2, this embodiment of the application also provides an after-sales processing device, see Fig.14 , the device is applied to the information prediction system, including:

[0255] The pre-judgment request receiving unit 1001 is used to receive a pre-judgment request sent by a merchant user, wherein the pre-judgment request includes: after-sales request information initiated by a consumer user to the merchant user, and proposed response information of the merchant user to the after-sales request information;

[0256] A prediction result obtaining unit 1002 is used to obtain a prediction result indicating a tendency of dispute protection according to the after-sales request information and the proposed response information;

[0257] The prediction result sending unit 1003 is used to send the prediction result to the merchant user, so that the merchant user determines whether to adjust the proposed response information based on the prediction result.

[0258] The prediction result obtaining unit is specifically used for:

[0259] Obtaining a prediction model trained based on sample data, wherein the sample data includes sample after-sales request information of consumer users, sample response information of merchant users to the sample after-sales request information, and sample judgment results when dispute protection occurs;

[0260] The after-sales request information and the proposed response information are used as inputs of the prediction model, and the prediction result is obtained after being processed by the prediction model.

[0261] After receiving the prediction request sent by the merchant user, the device further includes:

[0262] a voucher list determining unit, configured to determine a voucher list corresponding to the after-sales request information and the intended response information, and send the voucher list to the merchant user;

[0263] The audit rule information obtaining unit is used to receive the credential information uploaded by the merchant user according to the prompt of the credential list, and determine the validity of the credential information according to the audit rule information corresponding to the credential information.

[0264] After receiving the prediction request sent by the merchant user, the device further includes:

[0265] A credential information capturing unit, used to determine a credential list corresponding to the after-sales request information and the intended response information, and to capture credential information corresponding to the credential list from a business information library of a related business system;

[0266] The audit rule information obtaining unit is used to determine the validity of the credential information according to the audit rule information corresponding to the credential information.

[0267] The device also includes:

[0268] The prediction result saving unit is used to save the after-sales request information, the proposed response information, and the prediction result into a prediction information library, so that when a dispute arises, the judgment result of the dispute protection can be determined according to the prediction result.

[0269] The device also includes:

[0270] The pre-judgment termination unit is used to start timing when receiving the pre-judgment request; if the timing time length of the after-sales processing exceeds the preset time length, the after-sales processing process is terminated.

[0271] The device also includes:

[0272] The prediction termination unit is used to count the number of times the merchant user initiates a prediction request for the same commodity object; if the number of times the prediction request is initiated for the same commodity object exceeds a preset number, the after-sales processing process is terminated.

[0273] Corresponding to Example 3, this embodiment of the application also provides an after-sales processing device, see Fig.15 , the device is applied to a first client associated with a consumer user, and includes:

[0274] The information obtaining unit 1101 is used to obtain the intended after-sales request information that the consumer user intends to initiate to the merchant user, and the intended response information submitted by the consumer user simulating the merchant user to the intended after-sales request information;

[0275] The information submitting unit 1102 is used to submit the proposed after-sales request information and the proposed response information to the information prediction system, so that the information prediction system obtains a prediction result indicating the tendency of dispute protection based on the proposed after-sales request information and the proposed response information;

[0276] The prediction result sending unit 1103 is used to send the prediction result to the consumer user, so that the consumer user determines whether to adjust the proposed after-sales request information based on the prediction result.

[0277] The information prediction system in this embodiment can obtain a prediction result according to the proposed after-sales request information and the proposed response information submitted by the first client.

[0278] Corresponding to Example 4, this embodiment of the application also provides an after-sales processing device, see Fig.16 , the device is applied to an instant messaging client, comprising:

[0279] The information obtaining unit 1201 is used to obtain the intended after-sales request information that the consumer user intends to initiate to the merchant user, and the intended response information of the merchant user to the intended after-sales request information;

[0280] The information submitting unit 1202 is used to submit the proposed after-sales request information and the proposed response information to the information prediction system, so that the information prediction system obtains a prediction result indicating the tendency of dispute protection based on the proposed after-sales request information and the proposed response information;

[0281] The prediction result sending unit 1203 is used to send the prediction result to the consumer user and the merchant user, so that the consumer user determines whether to adjust the proposed after-sales request information based on the prediction result, and the merchant user determines whether to adjust the proposed response information based on the prediction result.

[0282] The information prediction system in this embodiment can obtain the prediction result according to the proposed after-sales request information and the proposed response information submitted by the instant messaging client.

[0283] In addition, the embodiment of the present application further provides an information processing device, which is applied to a client, including:

[0284] An information receiving unit, used to receive request information initiated by an information requesting user, wherein the request information is initiated by the requesting user to an information providing user;

[0285] An information submitting unit, used for submitting the request information and the intended reply information of the information providing user to the information prediction system, so that the information prediction system predicts the satisfaction of the requesting user with the intended reply information based on the request information and the intended reply information;

[0286] The information notification unit is used to notify the information providing user of the satisfaction prompt information so that the information providing user can determine whether to adjust the proposed reply information based on the satisfaction prompt information.

[0287] And an information processing device, applied to an information prediction system, comprising:

[0288] A prediction request unit is used to receive a prediction request sent by an information providing user, wherein the prediction request includes: request information initiated by the information requesting user to the information providing user, and the intended reply information of the information providing user.

[0289] A satisfaction prediction unit, used to predict the requesting user's satisfaction with the proposed reply information based on the request information and the proposed reply information;

[0290] The information notification unit is used to notify the information providing user of the satisfaction prompt information so that the information providing user can determine whether to adjust the proposed reply information based on the satisfaction prompt information.

[0291] And an information processing device, applied to a client, comprising:

[0292] An information obtaining unit, used to obtain the intended request information initiated by the information requesting user to the information providing user, and the intended reply information submitted by the information requesting user simulating the information providing user for the intended request information;

[0293] An information submitting unit, used for submitting the proposed request information and the proposed reply information to the information prediction system, so that the information prediction system predicts the requesting user's satisfaction with the proposed reply information based on the proposed request information and the proposed reply information;

[0294] The information notification unit is used to notify the information requesting user of the satisfaction prompt information so that the information requesting user can determine whether to adjust the proposed requested information based on the satisfaction prompt information.

[0295] And an information processing device, applied to a client, comprising:

[0296] An information obtaining unit, configured to receive information to be requested from an information requesting user to an information providing user, and information to be replied to by the information providing user in response to the information to be requested;

[0297] An information submitting unit, used for submitting the proposed request information and the proposed reply information to the information prediction system, so that the information prediction system predicts the requesting user's satisfaction with the proposed reply information based on the proposed request information and the proposed reply information;

[0298] The information notification unit is used to notify the information providing user and the information requesting user of the satisfaction prompt information, so that the information providing user can determine whether to adjust the proposed reply information, and the information requesting user can determine whether to adjust the proposed requested information.

[0299] In addition, an embodiment of the present application further provides an electronic device, including:

[0300] one or more processors; and

[0301] A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed:

[0302] Receive after-sales request information initiated by consumer users to merchant users;

[0303] Obtaining the merchant user's intended response information to the after-sales request information, and submitting the after-sales request information and the intended response information to the information prediction system, so that the information prediction system obtains a prediction result indicating the tendency of dispute protection based on the after-sales request information and the intended response information;

[0304] The prediction result is sent to the merchant user so that the merchant user determines whether to adjust the proposed response information based on the prediction result.

[0305] And an electronic device, comprising:

[0306] one or more processors; and

[0307] A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed:

[0308] Receiving a pre-judgment request sent by a merchant user, the pre-judgment request including: after-sales request information initiated by a consumer user to the merchant user, and proposed response information of the merchant user to the after-sales request information;

[0309] Obtaining a prediction result indicating a tendency of dispute protection according to the after-sales request information and the proposed response information;

[0310] The prediction result is sent to the merchant user so that the merchant user determines whether to adjust the proposed response information based on the prediction result.

[0311] And an electronic device, comprising:

[0312] one or more processors; and

[0313] A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed:

[0314] Obtaining the intended after-sales request information that the consumer user intends to initiate to the merchant user, and the intended response information submitted by the consumer user simulating the merchant user to the intended after-sales request information;

[0315] Submitting the proposed after-sales request information and the proposed response information to an information prediction system, so that the information prediction system obtains a prediction result indicating a tendency of dispute protection based on the proposed after-sales request information and the proposed response information;

[0316] The prediction result is sent to the consumer user so that the consumer user determines whether to adjust the proposed after-sales request information based on the prediction result.

[0317] And an electronic device, comprising:

[0318] one or more processors; and

[0319] A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed:

[0320] Obtaining the intended after-sales request information that the consumer user intends to initiate to the merchant user, and the intended response information of the merchant user to the intended after-sales request information;

[0321] Submitting the proposed after-sales request information and the proposed response information to an information prediction system, so that the information prediction system obtains a prediction result indicating a tendency of dispute protection based on the proposed after-sales request information and the proposed response information;

[0322] The prediction result is sent to the consumer user and the merchant user, so that the consumer user determines whether to adjust the proposed after-sales request information based on the prediction result, and the merchant user determines whether to adjust the proposed response information based on the prediction result.

[0323] And an electronic device, comprising:

[0324] one or more processors; and

[0325] A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed:

[0326] Receiving request information initiated by an information requesting user, wherein the request information is initiated by the requesting user to an information providing user;

[0327] Submitting the request information and the intended reply information of the information providing user to an information prediction system, so that the information prediction system predicts the satisfaction of the requesting user with the intended reply information based on the request information and the intended reply information;

[0328] The information providing user is notified of the satisfaction prompt information so that the information providing user can determine whether to adjust the proposed reply information based on the satisfaction prompt information.

[0329] And an electronic device, comprising:

[0330] one or more processors; and

[0331] A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed:

[0332] Receive a prediction request sent by an information provider, the prediction request including: request information initiated by the information requesting user to the information provider, and the proposed reply information of the information provider

[0333] Predicting the requesting user's satisfaction with the proposed reply information based on the request information and the proposed reply information;

[0334] The information providing user is notified of the satisfaction prompt information so that the information providing user can determine whether to adjust the proposed reply information based on the satisfaction prompt information.

[0335] And an electronic device, comprising:

[0336] one or more processors; and

[0337] A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed:

[0338] Obtaining the intended request information initiated by the information requesting user to the information providing user, and the intended reply information submitted by the information requesting user simulating the information providing user for the intended request information;

[0339] Submitting the intended request information and the intended reply information to an information prediction system, so that the information prediction system predicts the requesting user's satisfaction with the intended reply information based on the intended request information and the intended reply information;

[0340] The information requesting user is notified of the satisfaction prompt information so that the information requesting user determines whether to adjust the proposed requested information based on the satisfaction prompt information.

[0341] And an electronic device, comprising:

[0342] one or more processors; and

[0343] A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed:

[0344] Receiving the information that the information requesting user intends to request from the information providing user, and the intended reply information of the information providing user in response to the intended request information;

[0345] Submitting the intended request information and the intended reply information to an information prediction system, so that the information prediction system predicts the requesting user's satisfaction with the intended reply information based on the intended request information and the intended reply information;

[0346] The satisfaction prompt information is notified to the information providing user and the information requesting user, so that the information providing user can determine whether to adjust the proposed reply information, and the information requesting user can determine whether to adjust the proposed requested information.

[0347] in, Fig.17The architecture of an electronic device is exemplarily shown. For example, device 1300 can be a mobile phone, a computer, a digital broadcast terminal, a messaging device, a game console, a tablet device, a medical device, a fitness device, a personal digital assistant, an aircraft, etc.

[0348] Reference Fig.17 , device 1300 may include one or more of the following components: a processing component 1302 , a memory 1304 , a power component 1306 , a multimedia component 1308 , an audio component 1310 , an input / output (I / O) interface 1312 , a sensor component 1314 , and a communication component 1316 .

[0349] The processing component 1302 generally controls the overall operation of the device 1300, such as operations associated with display, phone calls, data communications, camera operations, and recording operations. The processing component 1302 may include one or more processors 1320 to execute instructions to complete all or part of the steps of the method provided by the technical solution of the present disclosure. In addition, the processing component 1302 may include one or more modules to facilitate the interaction between the processing component 1302 and other components. For example, the processing component 1302 may include a multimedia module to facilitate the interaction between the multimedia component 1308 and the processing component 1302.

[0350] The memory 1304 is configured to store various types of data to support operations on the device 1300. Examples of such data include instructions for any application or method operating on the device 1300, contact data, phone book data, messages, pictures, videos, etc. The memory 1304 can be implemented by any type of volatile or non-volatile storage device or a combination thereof, such as static random access memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic memory, flash memory, magnetic disk or optical disk.

[0351] The power supply component 1306 provides power to the various components of the device 1300. The power supply component 1306 can include a power management system, one or more power supplies, and other components associated with generating, managing, and distributing power for the device 1300.

[0352] The multimedia component 1308 includes a screen that provides an output interface between the device 1300 and the user. In some embodiments, the screen may include a liquid crystal display (LCD) and a touch panel (TP). If the screen includes a touch panel, the screen may be implemented as a touch screen to receive input signals from the user. The touch panel includes one or more touch sensors to sense touch, slide, and gestures on the touch panel. The touch sensor may not only sense the boundaries of the touch or slide action, but also detect the duration and pressure associated with the touch or slide operation. In some embodiments, the multimedia component 1308 includes a front camera and / or a rear camera. When the device 1300 is in an operating mode, such as a shooting mode or a video mode, the front camera and / or the rear camera may receive external multimedia data. Each front camera and rear camera may be a fixed optical lens system or have a focal length and optical zoom capability.

[0353] The audio component 1310 is configured to output and / or input audio signals. For example, the audio component 1310 includes a microphone (MIC), and when the device 1300 is in an operating mode, such as a call mode, a recording mode, and a speech recognition mode, the microphone is configured to receive an external audio signal. The received audio signal can be further stored in the memory 1304 or sent via the communication component 1316. In some embodiments, the audio component 1310 also includes a speaker for outputting audio signals.

[0354] I / O interface 1312 provides an interface between processing component 1302 and peripheral interface modules, such as keyboards, click wheels, buttons, etc. These buttons may include but are not limited to: a home button, a volume button, a start button, and a lock button.

[0355] The sensor assembly 1314 includes one or more sensors for providing various aspects of status assessment for the device 1300. For example, the sensor assembly 1314 can detect the open / closed state of the device 1300, the relative positioning of components, such as the display and keypad of the device 1300, the sensor assembly 1314 can also detect the position change of the device 1300 or a component of the device 1300, the presence or absence of user contact with the device 1300, the orientation or acceleration / deceleration of the device 1300, and the temperature change of the device 1300. The sensor assembly 1314 may include a proximity sensor configured to detect the presence of a nearby object without any physical contact. The sensor assembly 1314 may also include an optical sensor, such as a CMOS or CCD image sensor, for use in imaging applications. In some embodiments, the sensor assembly 1314 may also include an accelerometer, a gyroscope sensor, a magnetic sensor, a pressure sensor, or a temperature sensor.

[0356] The communication component 1316 is configured to facilitate wired or wireless communication between the device 1300 and other devices. The device 1300 can access a wireless network based on a communication standard, such as WiFi, 2G or 3G, or a combination thereof. In an exemplary embodiment, the communication component 1316 receives a broadcast signal or broadcast-related information from an external broadcast management system via a broadcast channel. In an exemplary embodiment, the communication component 1316 also includes a near field communication (NFC) module to facilitate short-range communication. For example, the NFC module can be implemented based on radio frequency identification (RFID) technology, infrared data association (IrDA) technology, ultra-wideband (UWB) technology, Bluetooth (BT) technology and other technologies.

[0357] In an exemplary embodiment, device 1300 may be implemented by one or more application-specific integrated circuits (ASICs), digital signal processors (DSPs), digital signal processing devices (DSPDs), programmable logic devices (PLDs), field programmable gate arrays (FPGAs), controllers, microcontrollers, microprocessors, or other electronic components to perform the above methods.

[0358] In an exemplary embodiment, a non-transitory computer-readable storage medium including instructions is also provided, such as a memory 1304 including instructions, and the above instructions can be executed by a processor 1320 of the device 1300 to complete the method provided by the technical solution of the present disclosure. For example, the non-transitory computer-readable storage medium can be a ROM, a random access memory (RAM), a CD-ROM, a magnetic tape, a floppy disk, an optical data storage device, etc.

[0359] in, Fig.18 The computer system architecture is shown as an example, which may include a processor 1410, a video display adapter 1411, a disk drive 1412, an input / output interface 1413, a network interface 1414, and a memory 1420. The processor 1410, the video display adapter 1411, the disk drive 1412, the input / output interface 1413, the network interface 1414, and the memory 1420 may be communicatively connected via a communication bus 1430.

[0360] Among them, the processor 1410 can be implemented by a general-purpose CPU (Central Processing Unit), a microprocessor, an application-specific integrated circuit (Application Specific Integrated Circuit, ASIC), or one or more integrated circuits, and is used to execute relevant programs to implement the technical solution provided in this application.

[0361] The memory 1420 can be implemented in the form of ROM (Read Only Memory), RAM (Random Access Memory), static storage device, dynamic storage device, etc. The memory 1420 can store an operating system 1421 for controlling the operation of the computer system 1400, and a basic input and output system (BIOS) for controlling the low-level operation of the computer system 1400. In addition, a web browser 1423, a data storage management system 1424, and an information pre-judgment system 1425 for specifically implementing the aforementioned steps in the embodiment of the present application can also be stored. In short, when the technical solution provided by the present application is implemented by software or firmware, the relevant program code is stored in the memory 1420 and is called and executed by the processor 1410.

[0362] The input / output interface 1413 is used to connect the input / output module to realize information input and output. The input / output module can be configured as a component in the device (not shown in the figure), or it can be externally connected to the device to provide corresponding functions. The input device may include a keyboard, a mouse, a touch screen, a microphone, various sensors, etc., and the output device may include a display, a speaker, a vibrator, an indicator light, etc.

[0363] The network interface 1414 is used to connect to a communication module (not shown) to realize communication interaction between the device and other devices. The communication module can realize communication through a wired mode (such as USB, network cable, etc.) or a wireless mode (such as mobile network, WIFI, Bluetooth, etc.).

[0364] The bus 1430 comprises a pathway for transmitting information between the various components of the device (eg, the processor 1410, the video display adapter 1411, the disk drive 1412, the input / output interface 1413, the network interface 1414, and the memory 1420).

[0365] In addition, the computer system 1400 can also obtain information on specific collection conditions from the virtual resource object collection condition information database 1441 for use in condition judgment, etc.

[0366] It should be noted that, although the above device only shows a processor 1410, a video display adapter 1411, a disk drive 1412, an input / output interface 1413, a network interface 1414, a memory 1420, a bus 1430, etc., in the specific implementation process, the device may also include other components necessary for normal operation. In addition, it can be understood by those skilled in the art that the above device may also only include components necessary for implementing the solution of the present application, and does not necessarily include all the components shown in the figure.

[0367] It can be known from the description of the above implementation methods that those skilled in the art can clearly understand that the present application can be implemented by means of software plus a necessary general hardware platform. Based on such an understanding, the technical solution of the present application can be essentially or partly contributed to the prior art in the form of a software product, which can be stored in a storage medium such as ROM / RAM, a magnetic disk, an optical disk, etc., and includes several instructions for enabling a computer device (which can be a personal computer, a server, or a network device, etc.) to execute the methods described in the various embodiments of the present application or certain parts of the embodiments.

[0368] Each embodiment in this specification is described in a progressive manner, and the same or similar parts between the embodiments can refer to each other, and each embodiment focuses on the differences from other embodiments. In particular, for the system or system embodiment, since it is basically similar to the method embodiment, the description is relatively simple, and the relevant parts can refer to the partial description of the method embodiment. The system and system embodiments described above are merely schematic, wherein the units described as separate components may or may not be physically separated, and the components displayed as units may or may not be physical units, that is, they may be located in one place, or they may be distributed on multiple network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the scheme of this embodiment. Ordinary technicians in this field can understand and implement it without creative work.

[0369] The above is a detailed introduction to the after-sales processing method, device and electronic device provided by the present application. The principles and implementation methods of the present application are described in detail using specific examples. The description of the above embodiments is only used to help understand the method and core idea of ​​the present application. At the same time, for those skilled in the art, according to the idea of ​​the present application, there will be changes in the specific implementation method and application scope. In summary, the content of this specification should not be understood as limiting the present application.

Claims

1. A post-sales processing method, characterized in that: include: Receive after-sales request information initiated by consumer users to merchant users; Obtaining the merchant user's intended response information to the after-sales request information, and submitting the after-sales request information and the intended response information to the information prejudgment system, so that the information prejudgment system obtains a prejudgment result indicating the tendency of dispute protection based on the after-sales request information and the intended response information, the prejudgment result including: if the merchant user responds to the consumer user's after-sales request information according to the intended response information, when the consumer user subsequently initiates dispute protection against the target commodity object to the commodity service system, the tendency information of the corresponding judgment result; The prediction result is sent to the merchant user so that the merchant user determines whether to adjust the proposed response information based on the prediction result; wherein, when the prediction result tends to support the consumer user, the merchant user directly responds to the after-sales request information in an agreeing manner according to the prediction result.

2. The method according to claim 1, characterized in that The proposed response information includes: Response method information, and corresponding reason information when the response method information is to reject the after-sales request of the consumer user.

3. The method according to claim 1 or 2, characterized in that: Also includes: Receive the credential list returned by the information prediction system, and submit the credential information uploaded by the merchant user according to the prompt of the credential list to the information prediction system, so that the information prediction system obtains the prediction result based on the after-sales request information, the proposed response information, and the credential information.

4. A post-sale processing method, characterized in that: include: Receiving a pre-judgment request sent by a merchant user, the pre-judgment request including: after-sales request information initiated by a consumer user to the merchant user, and proposed response information of the merchant user to the after-sales request information; Obtaining a prediction result indicating the tendency of dispute protection according to the after-sales request information and the proposed response information, the prediction result including: if the merchant user responds to the after-sales request information of the consumer user according to the proposed response information, when the consumer user subsequently initiates dispute protection against the target commodity object to the commodity service system, the tendency information of the corresponding judgment result; The prediction result is sent to the merchant user so that the merchant user determines whether to adjust the proposed response information based on the prediction result; wherein, when the prediction result tends to support the consumer user, the merchant user directly responds to the after-sales request information in an agreeing manner according to the prediction result.

5. The method according to claim 4, characterized in that The obtaining of a prediction result according to the after-sales request information and the proposed response information includes: Obtaining a prediction model trained based on sample data, wherein the sample data includes sample after-sales request information of consumer users, sample response information of merchant users to the sample after-sales request information, and sample judgment results when dispute protection occurs; The after-sales request information and the proposed response information are used as inputs of the prediction model, and the prediction result is obtained after being processed by the prediction model.

6. The method according to claim 4 or 5, characterized in that: After receiving the prediction request sent by the merchant user, the method further includes: Determine a voucher list corresponding to the after-sales request information and the intended response information, and send the voucher list to the merchant user; Receive the credential information uploaded by the merchant user according to the prompt of the credential list, and determine the validity of the credential information according to the review rule information corresponding to the credential information.

7. The method according to claim 4 or 5, characterized in that: After receiving the prediction request sent by the merchant user, the method further includes: Determine the voucher list corresponding to the after-sales request information and the intended response information, and fetch the voucher information corresponding to the voucher list from the business information library of the relevant business system; The validity of the credential information is determined according to the audit rule information corresponding to the credential information.

8. The method according to claim 4 or 5, characterized in that: Also includes: The after-sales request information, the proposed response information, and the prediction result are saved in a prediction information library, so that when a dispute arises, the judgment result of the dispute protection is determined according to the prediction result.

9. The method according to claim 4 or 5, characterized in that: Also includes: When receiving the prediction request, starting the timing; If the time length of the after-sales processing exceeds the preset time length, the after-sales processing process is terminated.

10. The method according to claim 4 or 5, characterized in that: Also includes: Counting the number of times the merchant user initiates a prediction request for the same product object; If the number of pre-judgment requests initiated for the same commodity object exceeds a preset number, the after-sales processing process is terminated.

11. A post-sale processing method, characterized in that: include: Obtaining the intended after-sales request information that the consumer user intends to initiate to the merchant user, and the intended response information submitted by the consumer user simulating the merchant user to the intended after-sales request information; Submitting the proposed after-sales request information and the proposed response information to an information prejudgment system, so that the information prejudgment system obtains a prejudgment result indicating a tendency of dispute protection based on the proposed after-sales request information and the proposed response information, the prejudgment result including: if the merchant user responds to the proposed after-sales request information of the consumer user according to the proposed response information, when the consumer user subsequently initiates a dispute protection against the target commodity object to the commodity service system, the tendency information of the corresponding judgment result; The prediction result is sent to the consumer user so that the consumer user determines whether to adjust the proposed after-sales request information based on the prediction result; wherein, when the prediction result tends to support the consumer user, the consumer user directly determines the proposed after-sales request information based on the prediction result.

12. A post-sale processing method, characterized in that: include: Obtaining the intended after-sales request information that the consumer user intends to initiate to the merchant user, and the intended response information of the merchant user to the intended after-sales request information; Submitting the proposed after-sales request information and the proposed response information to an information prejudgment system, so that the information prejudgment system obtains a prejudgment result indicating a tendency of dispute protection based on the proposed after-sales request information and the proposed response information, the prejudgment result including: if the merchant user responds to the proposed after-sales request information of the consumer user according to the proposed response information, when the consumer user subsequently initiates a dispute protection against the target commodity object to the commodity service system, the tendency information of the corresponding judgment result; The prediction result is sent to the consumer user and the merchant user, so that the consumer user determines whether to adjust the proposed after-sales request information based on the prediction result, and the merchant user determines whether to adjust the proposed response information based on the prediction result, wherein, in a case where the prediction result tends to support the consumer user, the consumer user directly determines the proposed after-sales request information according to the prediction result, and the merchant user directly determines the proposed response information according to the prediction result.

13. An after-sales processing device, characterized in that: Applied to the client, including: An information receiving unit, used to receive after-sales request information initiated by a consumer user to a merchant user; an information submission unit, configured to obtain the merchant user's proposed response information to the after-sales request information, and submit the after-sales request information and the proposed response information to the information prediction system, so that the information prediction system obtains a prediction result indicating the tendency of dispute protection based on the after-sales request information and the proposed response information, the prediction result including: if the merchant user responds to the consumer user's after-sales request information according to the proposed response information, when the consumer user subsequently initiates dispute protection against the target commodity object to the commodity service system, the tendency information of the corresponding judgment result; A prediction result sending unit is used to send the prediction result to the merchant user so that the merchant user determines whether to adjust the proposed response information based on the prediction result; wherein, when the prediction result tends to support the consumer user, the merchant user directly responds to the after-sales request information in an agreeing manner based on the prediction result.

14. An after-sales processing device, characterized in that: Applied to information prediction systems, including: A pre-judgment request receiving unit, configured to receive a pre-judgment request sent by a merchant user, wherein the pre-judgment request includes: after-sales request information initiated by a consumer user to the merchant user, and intended response information of the merchant user to the after-sales request information; A prediction result obtaining unit, configured to obtain a prediction result indicating a tendency of dispute protection according to the after-sales request information and the proposed response information, wherein the prediction result includes: if the merchant user responds to the after-sales request information of the consumer user according to the proposed response information, when the consumer user subsequently initiates dispute protection against the target commodity object to the commodity service system, the tendency information of the corresponding judgment result; A prediction result sending unit is used to send the prediction result to the merchant user so that the merchant user determines whether to adjust the proposed response information based on the prediction result; wherein, when the prediction result tends to support the consumer user, the merchant user directly responds to the after-sales request information in an agreeing manner based on the prediction result.

15. An after-sales processing device, characterized in that: Applied to the client, including: An information obtaining unit, used to obtain the intended after-sales request information that the consumer user intends to initiate to the merchant user, and the intended response information submitted by the consumer user simulating the merchant user to the intended after-sales request information; An information submission unit, used to submit the proposed after-sales request information and the proposed response information to an information prejudgment system, so that the information prejudgment system obtains a prejudgment result indicating a tendency of dispute protection based on the proposed after-sales request information and the proposed response information, the prejudgment result including: if the merchant user responds to the proposed after-sales request information of the consumer user according to the proposed response information, when the consumer user subsequently initiates dispute protection against the target commodity object to the commodity service system, the tendency information of the corresponding judgment result; A prediction result sending unit is used to send the prediction result to the consumer user so that the consumer user determines whether to adjust the proposed after-sales request information based on the prediction result; wherein, when the prediction result tends to support the consumer user, the consumer user directly determines the proposed after-sales request information based on the prediction result.

16. An after-sales processing device, characterized in that: Applied to the client, including: An information obtaining unit, used to obtain the intended after-sales request information that the consumer user intends to initiate to the merchant user, and the intended response information of the merchant user to the intended after-sales request information; An information submission unit, used to submit the proposed after-sales request information and the proposed response information to an information prejudgment system, so that the information prejudgment system obtains a prejudgment result indicating a tendency of dispute protection based on the proposed after-sales request information and the proposed response information, the prejudgment result including: if the merchant user responds to the proposed after-sales request information of the consumer user according to the proposed response information, when the consumer user subsequently initiates dispute protection against the target commodity object to the commodity service system, the tendency information of the corresponding judgment result; A prediction result sending unit is used to send the prediction result to the consumer user and the merchant user, so that the consumer user determines whether to adjust the proposed after-sales request information based on the prediction result, and the merchant user determines whether to adjust the proposed response information based on the prediction result, wherein, when the prediction result tends to support the consumer user, the consumer user directly determines the proposed after-sales request information according to the prediction result, and the merchant user directly determines the proposed response information according to the prediction result.

17. An electronic device, characterized in that: include: one or more processors; as well as A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed: Receive after-sales request information initiated by consumer users to merchant users; Obtaining the merchant user's intended response information to the after-sales request information, and submitting the after-sales request information and the intended response information to the information prejudgment system, so that the information prejudgment system obtains a prejudgment result indicating the tendency of dispute protection based on the after-sales request information and the intended response information, the prejudgment result including: if the merchant user responds to the consumer user's after-sales request information according to the intended response information, when the consumer user subsequently initiates dispute protection against the target commodity object to the commodity service system, the tendency information of the corresponding judgment result; The prediction result is sent to the merchant user so that the merchant user determines whether to adjust the proposed response information based on the prediction result; wherein, when the prediction result tends to support the consumer user, the merchant user directly responds to the after-sales request information in an agreeing manner according to the prediction result.

18. An electronic device, characterized in that: include: one or more processors; as well as A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed: Receiving a pre-judgment request sent by a merchant user, the pre-judgment request including: after-sales request information initiated by a consumer user to the merchant user, and proposed response information of the merchant user to the after-sales request information; Obtaining a prediction result indicating the tendency of dispute protection according to the after-sales request information and the proposed response information, the prediction result including: if the merchant user responds to the after-sales request information of the consumer user according to the proposed response information, when the consumer user subsequently initiates dispute protection against the target commodity object to the commodity service system, the tendency information of the corresponding judgment result; The prediction result is sent to the merchant user so that the merchant user determines whether to adjust the proposed response information based on the prediction result; wherein, when the prediction result tends to support the consumer user, the merchant user directly responds to the after-sales request information in an agreeing manner according to the prediction result.

19. An electronic device, characterized in that: include: one or more processors; as well as A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed: Obtaining the intended after-sales request information that the consumer user intends to initiate to the merchant user, and the intended response information submitted by the consumer user simulating the merchant user to the intended after-sales request information; Submitting the proposed after-sales request information and the proposed response information to an information prejudgment system, so that the information prejudgment system obtains a prejudgment result indicating a tendency of dispute protection based on the proposed after-sales request information and the proposed response information, the prejudgment result including: if the merchant user responds to the proposed after-sales request information of the consumer user according to the proposed response information, when the consumer user subsequently initiates a dispute protection against the target commodity object to the commodity service system, the tendency information of the corresponding judgment result; The prediction result is sent to the consumer user so that the consumer user determines whether to adjust the proposed after-sales request information based on the prediction result; wherein, when the prediction result tends to support the consumer user, the consumer user directly determines the proposed after-sales request information based on the prediction result.

20. An electronic device, characterized in that: include: one or more processors; as well as A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed: Obtaining the intended after-sales request information that the consumer user intends to initiate to the merchant user, and the intended response information of the merchant user to the intended after-sales request information; Submitting the proposed after-sales request information and the proposed response information to an information prejudgment system, so that the information prejudgment system obtains a prejudgment result indicating a tendency of dispute protection based on the proposed after-sales request information and the proposed response information, the prejudgment result including: if the merchant user responds to the proposed after-sales request information of the consumer user according to the proposed response information, when the consumer user subsequently initiates a dispute protection against the target commodity object to the commodity service system, the tendency information of the corresponding judgment result; The prediction result is sent to the consumer user and the merchant user, so that the consumer user determines whether to adjust the proposed after-sales request information based on the prediction result, and the merchant user determines whether to adjust the proposed response information based on the prediction result, wherein, in a case where the prediction result tends to support the consumer user, the consumer user directly determines the proposed after-sales request information according to the prediction result, and the merchant user directly determines the proposed response information according to the prediction result.

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