Information Processing Method, System, and Storage Medium

Abstract

The present application provides an information processing method, system and storage medium. The information processing includes: receiving after-sales request information initiated by a user terminal for an after-sales product, and answering the after-sales request information in a machine customer service mode. The after-sales request information includes: an after-sales problem input by the user for the after-sales product; determining whether the reply result in the machine customer service mode meets a first preset condition, where the reply result is used to answer the after-sales problem; if it meets the condition, sending an associated problem to the user terminal in the machine customer service mode to collect associated information. The associated problem is determined based on the after-sales product and the after-sales problem, and the associated problem is used to collect associated information about the after-sales product from the user; switching to the manual customer service mode and forwarding the associated information to the manual customer service terminal. The present application can effectively shorten the processing process and link of after-sales problems, help the manual customer service improve after-sales efficiency, and also improve user satisfaction.

Description

Technical Field

[0001] This application relates to the field of computer technology, and in particular, to an information processing method, system, and storage medium. Background Art

[0002] After-sales problems in the e-commerce field are complex and diverse, such as: product quality problems, abnormal product use, product damage, etc. For these after-sales problems, customer service robots usually only provide some general solutions to users, such as guiding users to apply for refunds or returns, and cannot provide accurate and effective solutions. Therefore, usually merchant users do not use customer service robots to handle after-sales problems, but use human customer service for after-sales.

[0003] Currently, when handling after-sales problems, human customer service needs to interact with users multiple times to collect sufficient information to provide specific solutions, resulting in low after-sales service efficiency. Summary of the Invention

[0004] Multiple aspects of this application provide an information processing method, system, and storage medium to solve the problem of low efficiency in current after-sales services.

[0005] The first aspect of the embodiment of this application provides an information processing method, including: receiving after-sales request information initiated by a user terminal for an after-sales product, and answering the after-sales request information in the mode of a machine customer service. The after-sales request information includes: an after-sales problem input by the user for the after-sales product; determining whether the reply result in the machine customer service mode meets a first preset condition, and the reply result is used to answer the after-sales problem; if it meets, sending an associated problem to the user terminal in the machine customer service mode to collect associated information. The associated problem is determined according to the after-sales product and the after-sales problem, and the associated problem is used to collect associated information of the after-sales product from the user; switching to the human customer service mode, and forwarding the associated information to the human customer service terminal.

[0006] The second aspect of the embodiment of this application provides an information processing system, including:

[0007] A receiving module, configured to receive after-sales request information initiated by a user terminal for an after-sales product, and answer the after-sales request information in the mode of a machine customer service. The after-sales request information includes: an after-sales problem input by the user for the after-sales product;

[0008] A determining module, configured to determine whether the reply result in the machine customer service mode meets a first preset condition, and the reply result is used to answer the after-sales problem;

[0009] A collecting module, configured to, if it meets, send an associated problem to the user terminal in the machine customer service mode to collect associated information. The associated problem is determined according to the after-sales product and the after-sales problem, and the associated problem is used to collect associated information of the after-sales product from the user;

[0010] A forwarding module, configured to switch to the manual customer service mode and forward the associated information to the manual customer service terminal.

[0011] A third aspect of the embodiments of the present application provides a computer-readable storage medium, in which a computer program is stored. When the computer program runs on an electronic device, the electronic device is enabled to execute the information processing method of the first aspect.

[0012] A fourth aspect of the embodiments of the present application provides an electronic device, including: a processor, a memory, and a computer program stored on the memory and executable on the processor. When the processor executes the computer program, the information processing method of the first aspect is implemented.

[0013] The embodiments of the present application are applied to the after-sales problem scenario of e-commerce. The provided information processing method includes: receiving the after-sales request information initiated by the user terminal for the after-sales commodity, and answering the after-sales request information in the machine customer service mode. The after-sales request information includes: the after-sales problem of the after-sales commodity input by the user; determining whether the reply result in the machine customer service mode meets the first preset condition, where the reply result is used to answer the after-sales problem; if it meets, sending an associated problem to the user terminal in the machine customer service mode to collect the associated information. The associated problem is determined according to the after-sales commodity and the after-sales problem, and the associated problem is used to collect the associated information of the after-sales commodity from the user; switching to the manual customer service mode and forwarding the associated information to the manual customer service terminal. When solving the after-sales problem, when the machine customer service cannot solve the after-sales problem well, the machine customer service can collect the associated information of the after-sales commodity, summarize it and send it to the manual customer service, so that the manual customer service can solve the after-sales problem quickly and efficiently, thereby effectively shortening the processing process and link of the after-sales problem, helping the manual customer service improve the after-sales efficiency, and also enhancing the user satisfaction. Description of the Drawings

[0014] The drawings described herein are used to provide a further understanding of the present application, and constitute a part of the present application. The illustrative embodiments of the present application and their descriptions are used to explain the present application, and do not constitute an improper limitation to the present application. In the drawings:

[0015] Figure 1 It is a flowchart of the steps of an information processing method provided for an exemplary embodiment of the present application;

[0016] Figure 2 It is a schematic diagram of an information processing method provided for an exemplary embodiment of the present application;

[0017] Figure 3 It is a flowchart of the steps of another information processing method provided for an exemplary embodiment of the present application;

[0018] Figure 4Schematic diagram of another information processing method provided by an exemplary embodiment of the present application;

[0019] Figure 5 Schematic diagram of a selection list provided by an exemplary embodiment of the present application;

[0020] Figure 6 Block diagram of the structure of an information processing system provided by an exemplary embodiment of the present application;

[0021] Figure 7 Schematic diagram of the structure of an electronic device provided by an exemplary embodiment of the present application. Detailed implementation manners

[0022] To make the objectives, technical solutions and advantages of the present application clearer, the technical solutions of the present application will be clearly and completely described below in conjunction with the specific embodiments of the present application and the corresponding drawings. Obviously, the described embodiments are only a part of the embodiments of the present application, rather than all the embodiments. Based on the embodiments in the present application, all other embodiments obtained by those of ordinary skill in the art without creative efforts shall fall within the protection scope of the present application.

[0023] The information processing method provided by the embodiments of the present application is applied to the after-sales scenario of e-commerce. Among them, the after-sales problems of e-commerce are complex and diverse. For example: product quality problems, abnormal product use, and product damage, etc. For the diverse after-sales problems, it is difficult for a machine customer service to provide effective solutions. If the machine customer service encounters complex after-sales problems, it will not provide accurate solutions according to the specific after-sales problems of consumers, but only provide general answers such as guiding refund applications or return applications to consumers. This will reduce the service quality, and since refunds or returns will cause problems of financial losses, merchants will avoid using machine customer service for after-sales service, thereby reducing the utilization rate of machine customer service. If merchants completely adopt manual customer service for processing, they need to interact with consumers multiple times, which will also cause problems of low service efficiency and high labor costs.

[0024] In the existing after-sales scenarios of e-commerce, when dealing with after-sales problems, human customer service needs to interact with users multiple times to collect sufficient information to provide specific solutions, resulting in low after-sales service efficiency. The information processing method provided by the embodiments of the present application includes: receiving after-sales request information initiated by a user terminal for an after-sales product, and answering the after-sales request information in the mode of a machine customer service. The after-sales request information includes: an after-sales problem entered by the user for the after-sales product; determining whether the reply result in the machine customer service mode meets a first preset condition, and the reply result is used to reply to the after-sales problem; if it meets, sending an associated problem to the user terminal in the machine customer service mode to collect associated information. The associated problem is determined according to the after-sales product and the after-sales problem, and the associated problem is used to collect associated information about the after-sales product from the user; switching to the human customer service mode and forwarding the associated information to the human customer service terminal. When solving after-sales problems, when the machine customer service cannot solve the after-sales problem well, the machine customer service can collect the associated information of the after-sales product, summarize it and send it to the human customer service, so that the human customer service can solve the after-sales problem quickly and efficiently, thereby effectively shortening the processing process and link of after-sales problems, helping the human customer service improve after-sales efficiency, and also enhancing user satisfaction.

[0025] In this embodiment, the information processing method can be implemented by means of a cloud computing system to achieve the overall information processing method. In addition, the server executing the information processing method can be a cloud server, so as to run various neural network models by virtue of the advantages of cloud resources; relative to the cloud, the information processing method can also be applied to conventional servers or server array and other server-side devices, which is not limited herein.

[0026] In addition, an application scenario of the embodiments of the present application is that a consumer user purchases a product online through a consumer terminal. After the consumer user receives the product offline, some after-sales consultations need to be carried out for the product, such as product damage, incorrect product specifications, unsuitable products, etc. The after-sales problem will first be answered by a machine customer service for the after-sales problem of the consumer user. When the machine customer service cannot solve the after-sales problem, or when the consumer user is not satisfied with the after-sales problem, a human customer service will be used to answer the after-sales problem. Among them, before the embodiments of the present application answer the after-sales problem by the human customer service, the machine customer service first collects the associated information of the after-sales problem, and then forwards the collected associated information to the human customer service, reducing the number of conversations between the human customer service and the consumer user, thereby effectively shortening the processing process and link of after-sales problems, helping the human customer service improve after-sales efficiency, and also enhancing user satisfaction.

[0027] The following will describe in detail the technical solutions provided by the embodiments of the present application with reference to the accompanying drawings.

[0028] Figure 1 It is a step flow chart of an information processing method provided by an exemplary embodiment of the present application. AsFigure 1 The information processing method shown includes the following specific steps:

[0029] S101, receiving after-sales request information initiated by a user terminal for a post-sales product, and replying to the after-sales request information in the mode of a machine customer service.

[0030] Referring to Figure 2 , the user terminal 21 may refer to the terminal belonging to a consumer user. After the consumer user purchases a product online and needs some after-sales services, the user can send after-sales request information to the server 22 through the user terminal 21. Among them, the after-sales request information includes: after-sales problems input by the user for the post-sales product. The after-sales problems include: product quality problems, abnormal product use, product damage and other problems.

[0031] In the embodiment of the present application, the user can run a shopping application through the user terminal 21, then click on the link of the purchased post-sales product, send the link of the post-sales product to the server 22, and then input the after-sales problem and send it to the server. Then, the after-sales request information includes the after-sales problem and the post-sales product. In addition, if the user only sends an after-sales problem to the server 22 through the user terminal 21 and does not send the post-sales product, the server 22 can query the purchase record of the user's purchased post-sales product according to user attribute information such as the user's identifier, and confirm with the user whether to consult the current post-sales product. In the embodiment of the present application, the user terminal 21 can send after-sales request information to the server 22 in various ways.

[0032] Further, after the server 22 receives the after-sales request information, it first replies to the after-sales request information in the mode of a machine customer service, that is, the server 22 answers the after-sales problem.

[0033] In addition, the user terminal 21 can send any information about the product to the server 22, and the server 22 determines whether the information is pre-sales consultation information or after-sales request information by identifying the content of the information.

[0034] S102, determining whether the reply result in the machine customer service mode meets the first preset condition.

[0035] Among them, the reply result is used to indicate the reply method of the after-sales problem and / or the feedback result of the user. If the reply result meets the first preset condition, it is determined that an artificial customer service is required to answer the after-sales problem. If the reply result does not meet the first preset condition, it is determined that an artificial customer service is not required to answer the after-sales problem, and the machine customer service can be used to answer the after-sales problem.

[0036] In an alternative embodiment, the first preset condition is that the reply result includes: there is no preset reply information for the after-sales problem, or there is preset reply information and the preset reply information meets the second preset condition. The second preset condition includes: the feedback result of the user terminal for the preset reply information is negative feedback or the feedback result is a request for manual customer service.

[0037] Specifically, for different after-sales problems, preset reply information will be stored in advance. If the reply result is that there is no preset reply information stored in advance, it can be determined that the first preset condition is met, and then manual customer service is required to solve the after-sales problem. In addition, if the reply result includes preset reply information stored in advance, the server will send the preset reply information to the user terminal. If the user is not satisfied with the preset reply information, that is, sends negative feedback to the server through the user terminal, in this case, it is also determined that the reply result meets the first preset condition, indicating that the reply method for the after-sales problem is that manual customer service is required to reply to the after-sales problem. Another way is that the user requests manual customer service through the user terminal, then it is determined that the preset reply information meets the second preset condition, and it can be determined that the reply result meets the first preset condition, indicating that the reply method for the after-sales problem is that manual customer service is required to reply to the after-sales problem.

[0038] Further, if the reply result does not meet the first preset condition, it can be understood that the user is satisfied with the preset reply information of the machine customer service, and then no manual customer service is required.

[0039] In the embodiment of the present application, the need for manual customer service can also be determined by other means. For example, when the user raises an after-sales problem and directly requests manual customer service, the user terminal sends an after-sales request information to the server. The after-sales request information includes a request for manual customer service. Then the server determines that manual customer service is required and enters the subsequent problem collection.

[0040] In an alternative embodiment, the server can also store in advance the corresponding relationship between after-sales problems and service methods. The service methods include: machine customer service and manual customer service. Then, after receiving the after-sales problem, the server determines whether it is machine customer service or manual customer service according to the corresponding relationship. If it is machine customer service, the machine customer service is used to answer the after-sales problem; if it is manual customer service, the machine customer service is used to collect associated information, and then the collected associated information is forwarded to the manual customer service terminal for manual customer service.

[0041] In the embodiment of the present application, by using various methods to determine whether an after-sales problem belongs to a problem answered by manual customer service or a problem answered by machine customer service, the answering efficiency of after-sales problems can be improved.

[0042] S103, if it meets the condition, send associated questions to the user terminal in the machine customer service mode and collect associated information.

[0043] Among them, the associated questions are determined based on the after-sales products and after-sales problems, and the associated questions are used to collect the associated information of the after-sales products from the user.

[0044] Specifically, it may include multiple associated questions, and each associated question is used to collect the corresponding associated information. In addition, the corresponding relationships among the after-sales products, after-sales problems, and associated questions can be stored in advance. Then, the associated questions are sent to the user terminal, and the response information of the user terminal to the associated questions is received, and the associated information is obtained by extracting the response information.

[0045] Exemplarily, multiple associated questions can be set in advance for the after-sales problems of different types of after-sales products. Then, when the after-sales problem of the after-sales product is received, multiple associated questions can be obtained and sent to the user terminal to collect the associated information. Referring to Table 1, in Table 1, for the after-sales product "short-sleeved shirt", multiple after-sales problems can be stored in advance, and each after-sales problem corresponds to multiple associated questions. Then, after the server determines the corresponding associated questions according to the after-sales product and the after-sales problem, the associated questions can be sent to the user terminal in the machine customer service mode to collect the associated information. For example, for whether the tag has been removed, the user can reply "yes", and the collected associated information can be that the tag has been removed. For whether it has been worn, the user can reply "no", and the collected associated information is that it has not been worn. For whether it has been washed, the user can reply "yes", and the collected associated information is that it has been washed. For whether it is a wrong delivery or a wrong order, the user can reply "wrong order", and the collected associated information is "wrong order". For whether to return or exchange the goods, the user can reply "exchange", and the collected associated information is that the user requests "exchange".

[0046] Furthermore, the user can reply to each associated question, and then the server determines the corresponding associated information according to the reply information and the associated question. In addition, the user can also reply to some of the associated questions, which is not limited herein.

[0047] In the embodiment of the present application, after the server determines that artificial customer service is required, it can adopt the machine customer service mode, quickly determine the corresponding associated questions according to the after-sales product and the after-sales problem, and then have a human-machine conversation with the user to collect the associated information, achieving fast and efficient information collection, reducing the collection time of the associated information, and improving the efficiency of after-sales service.

[0048] Table 1

[0049]

[0050] S104, switch to the artificial customer service mode and forward the associated information to the artificial customer service terminal.

[0051] Among them, a machine customer service mode and a manual customer service mode can be pre-set. In the machine customer service mode, a machine customer service and a user terminal are used for human-machine dialogue. In the manual customer service mode, a manual customer service terminal and a user terminal are used for human-human dialogue.

[0052] In an embodiment of the present application, the manual customer service terminal can be a merchant terminal. In addition, the server also sends after-sales products and after-sales issues to the manual customer service terminal. The manual customer service on the manual customer service terminal side can solve the after-sales issues of the after-sales products based on the related information, determine the answer results, and then send the answer results to the user terminal through the server.

[0053] For example, if the after-sales product is a short-sleeved shirt, and the after-sales problem is that the size is not suitable, the collected related information is that the tag has been removed, it has not been worn, it has been washed, the wrong product has been ordered, and the user requires "exchange". Then the after-sales solution information entered by the manual customer service can be, "Because you ordered the wrong product and it has been washed, it affects resale, so it cannot be exchanged." The specific after-sales solution information can be determined by the manual customer service according to the actual requirements of the merchant, and is not limited here.

[0054] The information processing method provided by the embodiment of the present application includes: receiving after-sales request information initiated by the user terminal for after-sales goods, answering the after-sales request information in a machine customer service mode, the after-sales request information including: after-sales questions for after-sales goods input by the user; determining whether the reply result in the machine customer service mode meets the first preset condition, and the reply result is used to reply to the after-sales question; if it meets the condition, sending related questions to the user terminal in the machine customer service mode to collect related information, the related questions are determined based on the after-sales goods and the after-sales questions, and the related questions are used to collect related information of after-sales goods from the user; switching to the manual customer service mode, and forwarding the related information to the manual customer service terminal. When solving after-sales problems in the embodiment of the present application, when the machine customer service cannot solve the after-sales problems well, the machine customer service can collect the related information of the after-sales goods, summarize it and send it to the manual customer service, so that the manual customer service can quickly and efficiently solve the after-sales problems, thereby effectively shortening the processing flow and link of after-sales problems, helping the manual customer service to improve the after-sales efficiency, and also improving the user satisfaction.

[0055] Figure 3 The following is a flowchart of the steps of the training process of an image recognition model provided by the exemplary embodiment of the present application. Figure 3 As shown, the specific steps include:

[0056] S301, receiving after-sales request information initiated by a user terminal for after-sales products, and responding to the after-sales request information in a machine customer service mode.

[0057] S302: Determine at least one corresponding related issue based on the after-sales product and the after-sales issue.

[0058] Reference Figure 4 The user terminal sends an after-sales request message to the server, and the after-sales request message includes an after-sales problem with respect to an after-sales product. The server first determines whether there is a corresponding preset reply message according to the after-sales request message. If not, S302 is executed. If so, the preset reply message is sent to the user terminal, and the user terminal sends a feedback result to the server with respect to the preset reply message. If the feedback result meets the second preset condition, the second preset condition includes: the feedback result is negative feedback, or the feedback result is a request for manual customer service, then S302 is executed. If the feedback result does not meet the second preset condition, such as the feedback result is positive feedback, or the feedback result of the user terminal is not received, the process ends.

[0059] Furthermore, before collecting associated information, at least one associated problem is determined according to the after-sales product and the after-sales problem. An optional method can refer to Table 1, which will not be elaborated here.

[0060] Another optional method is to determine at least one corresponding associated problem according to the after-sales product and the after-sales problem, including: determining similar products of the after-sales product; according to the historical after-sales information when dealing with the corresponding after-sales problem of the similar product, the historical after-sales information is the dialogue information for solving the after-sales problem of the similar product; summarizing and analyzing the historical after-sales information to obtain at least one associated problem.

[0061] Among them, the similar product and the after-sales product are products of the same category. For example, if the after-sales product is a short-sleeved shirt, the similar product is also a short-sleeved shirt; if the after-sales product is a water cup, the similar product is also a water cup. In addition, the similar product refers to a product that has had an after-sales problem in the historical stage. When the similar product has the same after-sales problem in the historical stage and the after-sales problem is solved by manual customer service, the person-to-person dialogue with the user corresponding to the similar product is the historical after-sales information. After summarizing and analyzing the historical after-sales information, at least one associated problem can be obtained, and this associated problem is used as the problem to be asked to the user terminal in the subsequent application.

[0062] In addition, there can be multiple similar products, and the associated problem is obtained by summarizing and analyzing multiple similar products. In the embodiments of the present application, the historical after-sales information of the similar products can also be summarized and analyzed in advance to obtain at least one associated problem, and the similar products, after-sales problems, and associated problems are stored correspondingly, so that when determining the associated problem of the after-sales product with respect to the after-sales problem, it can be directly obtained.

[0063] Exemplarily, referring to Table 2, the after-sales products have similar products: short-sleeved A, short-sleeved B, and short-sleeved C. The associated problem summarized according to the historical after-sales information corresponding to short-sleeved A is "whether it has been worn". The associated problems summarized according to the historical after-sales information corresponding to short-sleeved B are "whether the tag has been removed and whether it has been washed". The associated problem summarized according to the historical after-sales information corresponding to short-sleeved C is "whether the wrong product was sent or the wrong product was ordered, and whether an exchange or a return is needed". Then, the associated problems summarized for short-sleeved A, short-sleeved B, and short-sleeved C are used as the associated problems corresponding to this product category, and also the associated problems corresponding to the after-sales products in the embodiments of the present application under after-sales problems.

[0064] Table 2

[0065]

[0066] Furthermore, the associated problems and after-sales problems are related. For example, if the after-sales problem described by the user is related to the smell of the after-sales product, the associated problem will not require the user to provide video or picture associated information.

[0067] In the embodiments of the present application, by mining the historical after-sales information of similar products with after-sales problems, the information that needs to be collected by historical customer service representatives when dealing with the after-sales problems corresponding to similar products can be obtained, and then the associated problems can be determined to collect the corresponding associated information from the user, so as to accurately determine the corresponding associated problems for different after-sales problems of different after-sales products, and then achieve the accurate collection of associated information.

[0068] S303. Generate a selection list according to multiple associated problems.

[0069] Among them, multiple associated problems are included.

[0070] Before step S303, it is possible that before the server sends the associated problems to the user terminal, the user terminal has already sent some relevant information about the after-sales product to the server. Then the server can first obtain the relevant information sent by the user terminal, extract the associated information corresponding to the associated problems from the relevant information. If the corresponding associated information is obtained, there is no need to send the associated problem to the user.

[0071] Furthermore, if the associated information corresponding to the associated problem has been determined, the associated problem can be marked as "filled", and other associated problems can be marked as "unprocessed". Subsequently, the associated information corresponding to the associated problems marked as "unprocessed" is collected.

[0072] For example, the associated questions include: ① Whether the tag has been removed, ② Whether it has been worn, ③ Whether it has been washed, ④ Whether the wrong item was shipped or the wrong item was ordered, ⑤ Whether an exchange or a return is needed. If the user terminal has sent a user request for return to the server, the associated question "⑤ Whether an exchange or a return is needed" is marked as "filled", and the associated question "⑤ Whether an exchange or a return is needed" will not be sent to the user terminal subsequently.

[0073] Further, among the remaining associated questions "① Whether the tag has been removed, ② Whether it has been worn, ③ Whether it has been washed, ④ Whether the wrong item was shipped or the wrong item was ordered", determine which associated questions can be enumerated. For example, for the associated questions "① Whether the tag has been removed, ② Whether it has been worn, ③ Whether it has been washed", an enumeration method can be used to ask questions, and then a selection list is generated. The selection list refers to Figure 5 the selection list 51 in. Among them, the selection list includes multiple enumerable associated questions, and each associated question corresponds to options of "yes" and "no" for the user to choose.

[0074] S304, send the selection list to the user terminal.

[0075] Among them, the selection list is used to instruct the user to reply to the associated questions by clicking. Specifically, when the selection list is sent to the user terminal, the user only needs to select "yes" or "no" for each associated question, which simplifies the user operation, improves the user experience, and improves the collection efficiency of the associated information.

[0076] S305, receive the selection results for the selection list sent by the user terminal.

[0077] Refer to Figure 5 In the selection list 52, for each associated question in the selection list, the user makes a selection, and the obtained selection result is "yes" or "no" corresponding to each associated question. Among them, the user can reply to the associated questions by clicking, so it is convenient for the user to reply to the associated questions and improves the collection result of the associated questions.

[0078] S306, determine the associated information according to multiple associated questions and the corresponding selection results.

[0079] Among them, the associated information can be determined according to the selection results corresponding to the associated questions. For example, refer to Figure 5 If the selection result for "Whether the tag has been removed" is "no", the corresponding associated information is "The tag has not been removed". If the selection result for "Whether it has been worn" is "yes", the corresponding associated information is "It has been worn". If the selection result for "Whether it has been washed" is "no", the corresponding associated information is "It has not been washed".

[0080] In the embodiment of the present application, if the associated questions for which the associated information has been collected are marked as "filled".

[0081] S307. Send the associated questions to the user terminal in turn in the form of a dialogue according to the preset order of multiple associated questions.

[0082] In an alternative embodiment, for all the associated questions, the associated questions may be sent to the user terminal in turn in the form of a polling dialogue, and the corresponding associated information is collected accordingly. For example, for the associated questions "① Have you removed the tag? ② Have you worn it? ③ Have you washed it? ④ Is it a wrong item sent or a wrong item ordered? ⑤ Do you need an exchange or a return?", the corresponding associated information is collected through dialogue in turn.

[0083] In another alternative embodiment, after the associated questions marked as "filled" through other means (such as a selection list), the remaining associated questions marked as "unprocessed" are collected from the user in the form of a dialogue. For example, after S303 to S306, there is still an associated question "④ Is it a wrong item sent or a wrong item ordered?" that is an unprocessed associated question, then this associated question is sent to the user terminal to collect the associated information of the user for this associated question.

[0084] Among them, sending the associated questions to the user terminal in turn in the form of a dialogue includes: determining the dependency relationship between the current associated question and the determined associated questions, where the determined associated questions are the associated questions for which the associated information has been obtained; if the dependency relationship indicates that the determined associated questions indicate that the associated information of the current associated question is not required, send the next associated question to the user terminal.

[0085] Among them, the dependency relationship between multiple associated questions can be preset. This dependency relationship means that when the associated information of an associated question is preset information, then the other associated question that has a dependency relationship with this associated question does not need to be sent to the user terminal. For example, there is a dependency relationship between the determined associated question "① Have you removed the tag?" and the current associated question "② Have you worn it?". If the corresponding associated information collected for the determined associated question "① Have you removed the tag?" is "Have not removed the tag", then according to the dependency relationship, it is determined that the associated question "② Have you worn it?" does not need to be sent to the user terminal, and then the judgment of the next associated question is carried out, such as continuing to judge the dependency relationship between the associated question "③ Have you washed it?" and the determined associated questions. If the corresponding associated information collected for the determined associated question "① Have you removed the tag?" is "Have removed the tag", then it is determined that the current associated question "② Have you worn it?" needs to be sent to the user terminal.

[0086] Furthermore, the steps of sending the associated questions to the user terminal in turn in the form of a dialogue include: if the associated information for the current associated question is not received within the preset time, mark the status of the current associated question as processed; send the next associated question to the user terminal.

[0087] Specifically, if an associated question is sent to the user terminal but no associated information regarding the associated question is received within a preset time, it can be determined that the user does not want to answer the associated question or is unable to provide the associated information for the associated question. Mark the "unprocessed" associated question as "processed", and then collect the associated information corresponding to the next associated question.

[0088] In the embodiments of the present application, an associated question can be sent to the user terminal for each one. The user can reply to some or all of the associated questions according to their own needs, maximizing the collection of associated information and improving the user experience.

[0089] S308, Receive the associated information sent by the user terminal for each associated question.

[0090] Among them, the user can reply with associated information for each associated question, or can reply with associated information for some of the associated questions. In addition, the user can directly reply with associated information for each associated question, or can reply with other reply information for each associated question. The present application can generate associated information based on the reply information replied by the user and the corresponding associated questions.

[0091] S309, If a preset number of consecutive associated questions are marked as processed, determine that the collection of associated information is ended.

[0092] Among them, if a preset number of consecutive associated questions of the user are marked as processed and it is determined that the user does not want to continue the conversation, determine that the collection of associated information is ended.

[0093] In the embodiments of the present application, referring to Figure 4 , it can be that when all associated information is collected, or all associated questions have been sent to the user terminal, or a preset number of consecutive associated questions are marked as processed, it can be determined that the collection of associated information is ended, and then enter the next process to summarize the collected associated information. If the collection of associated information is not ended, the collection of associated information can continue.

[0094] Further, summarizing the collected associated information can be arranging the collected associated information in a preset order and forwarding it to the artificial customer service terminal after the arrangement.

[0095] S310, In the case where the collection of associated information is ended, switch to the artificial customer service mode and forward the collected associated information to the artificial customer service terminal.

[0096] Among them, referring to Figure 4, after forwarding the collected associated information to the human customer service terminal, the process ends. Further, the human customer service on the human customer service terminal side can determine the solution result based on the collected associated information, and then send the solution result to the user terminal to solve the after-sales problem.

[0097] In the embodiments of the present application, by making full use of the human-machine collaboration method, for complex after-sales problems, before transferring to the human customer service, the machine customer service collects the associated information through interaction with the user. The human customer service only needs to provide the corresponding solution result based on the information collected by the machine customer service, so as to achieve accurate and rapid answers to the user's after-sales problems, improve user satisfaction, improve the efficiency of the human customer service, and save labor costs for the merchant.

[0098] In the embodiments of the present application, with reference to Figure 6 , in addition to providing the information processing method, an information processing system 60 is also provided. The information processing system 60 includes:

[0099] A receiving module 61, configured to receive the after-sales request information initiated by the user terminal for the after-sales commodity, and answer the after-sales request information in the machine customer service mode. The after-sales request information includes: the after-sales problem input by the user for the after-sales commodity;

[0100] A determining module 62, configured to determine whether the reply result in the machine customer service mode meets a first preset condition, and the reply result is used to reply to the after-sales problem;

[0101] A collecting module 63, configured to, if it meets the condition, send an associated question to the user terminal in the machine customer service mode to collect associated information. The associated question is determined according to the after-sales commodity and the after-sales problem, and the associated question is used to collect the associated information of the after-sales commodity from the user;

[0102] A forwarding module 64, configured to switch to the human customer service mode and forward the associated information to the human customer service terminal.

[0103] In an alternative embodiment, the first preset condition is that the reply result includes: there is no preset reply information, or there is preset reply information and the preset reply information meets a second preset condition. The second preset condition includes: the feedback result of the user terminal for the preset reply information is negative feedback or the feedback result is a request for human customer service.

[0104] In an alternative embodiment, it further includes a first determining module (not shown), configured to determine at least one associated question corresponding to the after-sales commodity and the after-sales problem.

[0105] In an alternative embodiment, the first determination module is specifically configured to determine similar products of the after-sales product; based on the historical after-sales information of the similar products when dealing with the corresponding after-sales problems, where the historical after-sales information is the dialogue information for solving the after-sales problems of the similar products; summarize and analyze the historical after-sales information to obtain at least one associated problem.

[0106] In an alternative embodiment, there are multiple associated problems, and the collection module 63 is specifically configured to: if the multiple associated problems are enumerable, generate a selection list according to the multiple associated problems; send the selection list to the user terminal, where the selection list is used to instruct the user to reply to the associated problems by clicking; receive the selection result sent by the user terminal for the selection list; determine the associated information according to the multiple associated problems and the corresponding selection results.

[0107] In an alternative embodiment, there are multiple associated problems, and the collection module 63 is specifically configured to: in the preset order of the multiple associated problems, sequentially send the associated problems to the user terminal in a dialogue manner; receive the associated information sent by the user terminal for each associated problem.

[0108] In an alternative embodiment, when the collection module 63 sequentially sends the associated problems to the user terminal in a dialogue manner, it is specifically configured to: determine the dependency relationship between the current associated problem and the already determined associated problems, where the already determined associated problems are the associated problems for which the associated information has been obtained; if the dependency relationship indicates that the already determined associated problems indicate that the associated information of the current associated problem is not required, send the next associated problem to the user terminal.

[0109] In an alternative embodiment, when the collection module 63 sequentially sends the associated problems to the user terminal in a dialogue manner, it is specifically configured to: if the associated information for the current associated problem is not received within the preset time, mark the status of the current associated problem as processed; send the next associated problem to the user terminal.

[0110] In an alternative embodiment, the forwarding module 64 is specifically configured to: in the case where the collection of the associated information is completed, switch to the manual customer service mode and forward the collected associated information to the manual customer service terminal.

[0111] In an alternative embodiment, it further includes a second determination module (not shown), which is specifically configured to determine that the collection of the associated information is completed if a preset number of consecutive associated problems are marked as processed.

[0112] In the information processing system provided by the embodiments of the present application, when solving after-sales problems, when the machine customer service cannot solve the after-sales problems well, the machine customer service can collect the associated information of the after-sales products, summarize it and send it to the human customer service, so that the human customer service can solve the after-sales problems quickly and efficiently, thereby effectively shortening the processing process and link of after-sales problems, helping the human customer service improve after-sales efficiency, and also enhancing user satisfaction.

[0113] In addition, in some of the processes described in the above embodiments and the accompanying drawings, a plurality of operations appear in a specific order. However, it should be clearly understood that these operations may not be executed in the order in which they appear in this document or may be executed in parallel. They are only used to distinguish different operations, and the serial numbers themselves do not represent any execution order. In addition, these processes may include more or fewer operations, and these operations may be executed in sequence or in parallel. It should be noted that the descriptions such as "first" and "second" in this document are used to distinguish different messages, devices, modules, etc., do not represent a sequence, and do not limit that "first" and "second" are of different types.

[0114] Figure 7 It is a schematic structural diagram of an electronic device provided by an exemplary embodiment of the present application. As Figure 7 shown, the electronic device 70 includes: a processor 71, and a memory 72 communicatively connected to the processor 71, and the memory 72 stores computer-executable instructions.

[0115] Wherein, the processor executes the computer-executable instructions stored in the memory to implement the information processing method provided by any of the above method embodiments. The specific functions and achievable technical effects are not described in detail here.

[0116] The embodiments of the present application also provide a computer-readable storage medium, in which computer-executable instructions are stored, and when the computer-executable instructions are executed by a processor, they are used to implement the information processing method provided by any of the above method embodiments.

[0117] The embodiments of the present application also provide a computer program product, which includes: a computer program. The computer program is stored in a readable storage medium, and at least one processor of the electronic device can read the computer program from the readable storage medium, and at least one processor executes the computer program to enable the electronic device to execute the information processing method provided by any of the above method embodiments.

[0118] In several embodiments provided in the present application, it should be understood that the disclosed systems and methods can be implemented in other ways. For example, the system embodiments described above are merely illustrative. For example, the division of units is only a logical function division. In actual implementation, there can be other division methods. For example, multiple units or components can be combined or integrated into another system, or some features can be ignored or not executed. Another point is that the displayed or discussed couplings or direct couplings or communication connections to each other can be through some interfaces. The indirect couplings or communication connections of systems or units can be in electrical, mechanical or other forms.

[0119] The units described as separate components may or may not be physically separated. The components displayed as units may or may not be physical units, that is, they can be located in one place or distributed to multiple network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of this embodiment.

[0120] In addition, each functional unit in various embodiments of the present application can be integrated into a processing unit, or each unit can exist physically alone, or two or more units can be integrated into one unit. The above integrated units can be implemented in the form of hardware or in the form of a combination of hardware and software functional units.

[0121] The above integrated units implemented in the form of software functional units can be stored in a computer-readable storage medium. The above software functional units stored in a storage medium include several instructions to enable a computer device (which can be a personal computer, a server, or a network device, etc.) or a processor to execute some steps of the methods in various embodiments of the present application. The foregoing storage medium includes: various media such as USB flash drives, mobile hard disks, read-only memories (ROM), random access memories (RAM), magnetic disks, or optical discs that can store program codes.

[0122] Those skilled in the art can clearly understand that for the convenience and brevity of description, only the above division of each functional module is used as an example. In actual applications, the above functions can be allocated to different functional modules according to needs, that is, the internal structure of the system is divided into different functional modules to complete all or part of the functions described above. The specific working process of the system described above can refer to the corresponding process in the foregoing method embodiments and will not be elaborated here.

[0123] Other embodiments of the present application will be readily apparent to those skilled in the art upon consideration of the specification and practice of the invention disclosed herein. This application is intended to cover any variations, uses, or adaptations of the present application that follow the general principles of the present application and include known common general knowledge or conventional technical means in the technical field not disclosed in the present application. The specification and examples are only to be considered as exemplary, and the true scope and spirit of the present application are pointed out by the following claims.

[0124] It should be understood that the present application is not limited to the exact structures described above and shown in the drawings, and various modifications and changes can be made without departing from its scope. The scope of the present application is only limited by the appended claims.

Claims

1. An information processing method, characterized in that, it includes: receiving after-sales request information initiated by a user terminal for a post-sale commodity, and replying to the after-sales request information in a machine customer service mode, where the after-sales request information includes: an after-sales problem entered by the user for the post-sale commodity; determining whether the reply result in the machine customer service mode meets a first preset condition, where the reply result is used to reply to the after-sales problem; if it meets the condition, sending associated questions to the user terminal in the machine customer service mode to collect associated information, where the associated questions are used to collect associated information of the post-sale commodity from the user, and the associated questions are obtained by inductive analysis of multiple similar commodities. Historical after-sales information of similar commodities is inductively analyzed in advance to obtain at least one associated question, and the similar commodities, after-sales problems, and associated questions are stored in correspondence to obtain a correspondence table. When determining the associated questions of the after-sales problem of the post-sale commodity, they are directly obtained through the correspondence table; switching to the manual customer service mode and forwarding the associated information to the manual customer service terminal; wherein, the inductive analysis of the historical after-sales information of similar commodities to obtain at least one associated question includes: determining the similar commodities of the post-sale commodity; according to the historical after-sales information of the similar commodities when handling the corresponding after-sales problems, where the historical after-sales information is the dialogue information for solving the after-sales problems of the similar commodities; inductively analyzing the historical after-sales information to obtain the at least one associated question.

2. The information processing method according to claim 1, characterized in that, the first preset condition is that the reply result includes: there is no preset reply information for the after-sales problem, or there is preset reply information and the preset reply information meets a second preset condition, where the second preset condition includes: the feedback result of the user terminal for the preset reply information is negative feedback or the feedback result is a request for manual customer service.

3. The information processing method according to any one of claims 1 to 2, characterized in that, including multiple associated questions, and the sending of the associated questions to the user terminal in the machine customer service mode to collect associated information includes: generating a selection list according to the multiple associated questions; sending the selection list to the user terminal, where the selection list is used to instruct the user to reply to the associated questions by clicking; receiving the selection result of the user terminal for the selection list; determining the associated information according to the multiple associated questions and the corresponding selection result.

4. The information processing method according to any one of claims 1 to 2, characterized in that, including multiple associated questions, and the sending of the associated questions to the user terminal in the machine customer service mode to collect associated information includes: sequentially sending the associated questions to the user terminal in a dialogue manner according to the preset order of the multiple associated questions; receiving the associated information sent by the user terminal for each associated question.

5. The information processing method according to claim 4, characterized in that, Sending the associated questions to the user terminal in turn by means of a dialogue includes: Determining the dependency relationship between the current associated question and the determined associated questions, where the determined associated questions are the associated questions for which associated information has been obtained; If the dependency relationship indicates that the determined associated questions indicate that the associated information of the current associated question is not required, sending the next associated question to the user terminal.

6. The information processing method according to claim 5, wherein, Sending the associated questions to the user terminal in turn by means of a dialogue includes: If the associated information for the current associated question is not received within a preset time, marking the status of the current associated question as processed; Sending the next associated question to the user terminal.

7. The information processing method according to claim 6, wherein, Switching to the manual customer service mode and forwarding the associated information to the manual customer service terminal includes: In the case where the collection of the associated information is completed, switching to the manual customer service mode and forwarding the collected associated information to the manual customer service terminal.

8. The information processing method according to claim 7, wherein, Before switching to the manual customer service mode and forwarding the collected associated information in the case where the collection of the associated information is completed, further includes: If a preset number of consecutive associated questions are marked as processed, determining that the collection of the associated information is completed.

9. An information processing system, wherein, includes: A receiving module, configured to receive after-sales request information initiated by a user terminal for an after-sales commodity, and answer the after-sales request information in a machine customer service mode, where the after-sales request information includes: an after-sales question input by the user for the after-sales commodity; A determining module, configured to determine whether the reply result in the machine customer service mode meets a first preset condition, where the reply result is used to answer the after-sales question; A collection module, configured to, if it meets the condition, send associated questions to the user terminal in the machine customer service mode to collect associated information, where the associated questions are used to collect associated information of the after-sales commodity from the user, and a first determining module, configured to pre-inductively analyze the historical after-sales information of similar commodities to obtain at least one associated question, store the similar commodities, after-sales questions, and associated questions in correspondence to obtain a correspondence table, and directly obtain the associated question of the after-sales question of the after-sales commodity through the correspondence table; A forwarding module, configured to switch to the manual customer service mode and forward the associated information to the manual customer service terminal; The first determining module is specifically configured to determine the similar commodities of the after-sales commodity; according to the historical after-sales information of the similar commodities when processing the corresponding after-sales questions, where the historical after-sales information is the dialogue information for solving the after-sales questions of the similar commodities; inductively analyze the historical after-sales information to obtain the at least one associated question.

10. A computer-readable storage medium, wherein, A computer program is stored in the computer-readable storage medium. When the computer program runs on an electronic device, the electronic device is caused to execute the information processing method according to any one of claims 1 to 8.

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