Methods, devices, equipment, and storage media for entering logistics complaint forms

Abstract

This invention relates to the field of logistics technology, and in particular to a method, apparatus, equipment, and storage medium for entering logistics complaint forms. The method generates a list of complaints to be filled based on the waybill number and its corresponding waybill information. After entering text information into this list, a completed complaint list is generated. The method automatically extracts the identity information matching the communication terminal, and then enters this identity information into the completed complaint list, saving it as a complaint form. This automatically enters all logistics-related information corresponding to the waybill number and the complainant's identity information, accelerating the entry speed of complaint forms. Based on the text information in the completed complaint list, the method changes the completed complaint list into a complaint form or an inquiry form, and automatically distinguishes between call information for complaints and call information for inquiries, making the complaint form entry more accurate.

Description

Technical Field

[0001] This invention relates to the field of logistics technology, and in particular to a method, apparatus, equipment, and storage medium for entering logistics complaint forms. Background Technology

[0002] After a customer files a complaint about a logistics order, the complaint information is usually recorded and then analyzed and searched by customer service personnel. For example, slow transportation, damaged goods, low efficiency in pickup and delivery, and poor delivery service are all sources of customer complaints.

[0003] The complaint forms are entered by customers calling the branch or headquarters customer service, or by the merchant platform through an interface. Because the reason for the complaint must be entered along with the complainant's information and all logistics-related information, the current technology causes a slow complaint form entry problem. Moreover, some users may call the branch to inquire about problems rather than to file a complaint, so it is unreasonable to enter all calls as complaint forms. This will also cause a large backlog of complaint forms that do not need to be processed, making the processing speed of complaint forms that do need to be processed even slower. Summary of the Invention

[0004] In order to overcome the shortcomings of the prior art, the purpose of this invention is to provide a method, device, equipment and storage medium for entering logistics complaint forms, which is used to automatically enter all logistics-related information corresponding to the waybill number and the complainant's identity information, speed up the entry of complaint forms, and automatically distinguish between complaint call information and inquiry call information, so as to make the entry of complaint forms more accurate.

[0005] The first aspect of this invention provides a method for entering a logistics complaint form, comprising: receiving complaint request information and voice information sent by a communication terminal; extracting the identity information matching the communication terminal and converting the voice information into text information; generating a complaint list to be filled based on the complaint request information; entering the text information into the complaint list to be filled to generate a filled complaint list; determining whether it is necessary to change the filled complaint list into a complaint form based on the text information in the filled complaint list; if it is determined that it is necessary, entering the identity information into the filled complaint list and saving it to generate a complaint form.

[0006] Optionally, in a first implementation of the first aspect of the present invention, the step of extracting the identity information matching the communication terminal and converting the voice information into text information includes: extracting information matching the ID recognition result of the communication terminal from a preset user data database to obtain the identity information corresponding to the ID recognition result; converting the voice information into text information to be translated after recognizing it using voice recognition conversion technology; and converting the text information to be translated in different languages ​​into Chinese text information after recognizing it using text recognition translation technology.

[0007] Optionally, in a second implementation of the first aspect of the present invention, generating a complaint list to be filled based on the complaint request information includes: obtaining the waybill number from the complaint request information and extracting the waybill information corresponding to the waybill number from a preset waybill data database; generating a complaint list to be filled based on the waybill number and the waybill information corresponding to the waybill number.

[0008] Optionally, in a third implementation of the first aspect of the present invention, after generating a filled complaint list by inputting text information into the complaint list to be filled, the method further includes: identifying whether there is input responsibility point information in the text information; when input responsibility point information is identified in the text information, determining whether the input responsibility point information is consistent with the original responsibility point information generated in the complaint list to be filled; if the information is inconsistent, replacing the original responsibility point information with the input responsibility point information; and sending the replacement information of replacing the original responsibility point information with the input responsibility point information to the communication terminal in the form of an SMS message.

[0009] Optionally, in the fourth implementation of the first aspect of the present invention, after the identity information is entered into the filled-in complaint list and saved as a complaint form, the method further includes: classifying the complaint forms according to the text information; counting the number of complaint forms in different categories; determining whether the number of complaint forms in any category is greater than the corresponding alarm preset value; and issuing an alarm for excessive complaint volume when the number of complaint forms in any category is greater than the corresponding alarm preset value.

[0010] Optionally, in a fifth implementation of the first aspect of the present invention, classifying the complaint form according to the text information includes: separating multiple words from the text of the input text information and extracting character features of each word; identifying the character features using a dictionary with different categories; if the character features match words in the dictionary, classifying the complaint form corresponding to the character features into the dictionary of that category, and marking the complaint form with a classification label to obtain the classification result of the complaint form.

[0011] Optionally, in the sixth implementation of the first aspect of the present invention, after the step of entering the relevant identity information into the already filled complaint list and saving it as a complaint form if it is determined to be necessary, the method further includes: if it is determined to be unnecessary, obtaining the duration information of the voice information, entering the duration information into the already filled complaint list and saving it as an inquiry form; determining whether it is necessary to change the inquiry form to an overdue inquiry form based on the duration information; if it is determined to be necessary, marking the inquiry form and saving it as an overdue inquiry form.

[0012] A second aspect of the present invention provides a device for inputting logistics complaint forms, comprising: a receiving module for receiving complaint request information and voice information sent by a communication terminal; an extraction and conversion module for extracting the identity information matching the communication terminal and converting the voice information into text information; a generation module for generating a list of complaints to be filled based on the complaint request information, and generating a list of filled complaints after inputting the text information into the list of complaints to be filled; a first judgment module for determining whether it is necessary to change the list of filled complaints into a complaint form based on the text information in the list of filled complaints; and a first input module for entering the identity information into the list of filled complaints and saving it as a complaint form if it is determined that it is necessary.

[0013] Optionally, in a first implementation of the second aspect of the present invention, the extraction and conversion module includes: a first extraction unit, configured to extract information matching the ID recognition result of the communication terminal from a preset user data database, and obtain the identity information corresponding to the ID recognition result; a first conversion unit, configured to convert the voice information into text information to be translated after recognizing it using voice recognition conversion technology; and a second conversion unit, configured to convert the text information to be translated in different languages ​​into Chinese text information after recognizing it using text recognition translation technology.

[0014] Optionally, in a second implementation of the second aspect of the present invention, the generation module includes: a first acquisition unit, configured to acquire the waybill number in the complaint request information; a second extraction unit, configured to extract the waybill information corresponding to the waybill number from a preset waybill data database; a first generation unit, configured to generate a complaint list to be filled based on the waybill number and the waybill information corresponding to the waybill number; and a second generation unit, configured to generate a filled complaint list after inputting the text information into the complaint list to be filled.

[0015] Optionally, in a third implementation of the second aspect of the present invention, the method further includes: an identification module, used to identify whether there is input responsibility point information in the text information; a second judgment module, used to determine whether the input responsibility point information is consistent with the original responsibility point information generated in the complaint list to be filled when the input responsibility point information is identified in the text information; a replacement module, used to replace the original responsibility point information with the input responsibility point information if the information is inconsistent; and a sending module, used to send the replacement information of replacing the original responsibility point information with the input responsibility point information to the communication terminal in the form of an SMS.

[0016] Optionally, in the fourth implementation of the second aspect of the present invention, it further includes: a classification module for classifying the complaint forms according to the text information; a statistics module for counting the number of complaint forms in different categories; a third judgment module for judging whether the number of complaint forms in any category is greater than the corresponding alarm preset value; and an early warning module for issuing an early warning of excessive complaint volume when the number of complaint forms in any category is greater than the corresponding alarm preset value.

[0017] Optionally, in a fifth implementation of the second aspect of the present invention, the classification module includes: a separation unit, configured to separate multiple words from the text of the input text information; a third extraction unit, configured to extract character features of each word; a recognition unit, configured to recognize the character features using a dictionary with different categories; and a classification unit, configured to, if the character features match words in the dictionary, classify the complaint form corresponding to the character features into the dictionary of that category, and mark the complaint form with a classification label to obtain the classification result of the complaint form.

[0018] Optionally, in the sixth implementation of the second aspect of the present invention, it further includes: a second input module, configured to, if determined to be unnecessary, obtain the duration information of the voice information, input the duration information into the already filled complaint list, and save it to generate an inquiry form; a fourth judgment module, configured to, based on the duration information, determine whether the inquiry form needs to be changed into an overdue inquiry form; and a marking module, configured to, if determined to be necessary, mark the inquiry form and save it to generate an overdue inquiry form.

[0019] Optionally, in a seventh implementation of the second aspect of the present invention, the second input module includes: a second acquisition unit, configured to acquire the duration information of the voice information if it is determined that it is not needed; and an input unit, configured to input the duration information into the filled-in complaint list and save it to generate an inquiry form.

[0020] A third aspect of the present invention provides a device for entering logistics complaint forms, the device comprising: a memory and at least one processor, the memory storing instructions; the at least one processor calling the instructions in the memory to cause the device for entering logistics complaint forms to perform the steps of the logistics complaint form entering method described in any of the preceding claims.

[0021] A fourth aspect of the present invention provides a computer-readable storage medium storing instructions that, when executed by a processor, implement the steps of the logistics complaint form entry method described in any of the preceding claims.

[0022] In the technical solution of the present invention, a list of complaints to be filled is generated based on the waybill number and the waybill information corresponding to the waybill number. After entering text information in the list of complaints to be filled, a list of complaints already filled is generated. The identity information matching the communication terminal is automatically extracted. Then, the identity information is entered into the list of complaints already filled and saved to generate a complaint form. This enables all logistics-related information corresponding to the waybill number and the complainant's identity information to be automatically entered, thus speeding up the entry speed of the complaint form.

[0023] Based on the text information in the already filled complaint list, the system will change the filled complaint list into a complaint form or an inquiry form, and then automatically distinguish the call information of the complaint and the call information of the inquiry, so as to make the complaint form entry more accurate.

[0024] The original responsible point of service is the name of the last scanned point of service recorded in the scanning tracking system. It identifies whether there is any entered responsible point of service information in the text information. When entered responsible point of service information is identified in the text information, it is determined whether the entered responsible point of service information is consistent with the original responsible point of service information generated in the complaint list to be filled in. If the information is inconsistent, the original responsible point of service information is replaced with the entered responsible point of service information, thereby achieving the effect of automatically confirming the responsible point of service. This makes the allocation of responsible points of service for complaint forms more accurate and improves the processing speed of complaint forms by responsible points, effectively improving customer satisfaction.

[0025] The replacement information, which replaces the original responsible outlet information with the input responsible outlet information, is sent to the communication terminal via SMS, allowing the customer to confirm the replacement information and making the allocation of responsible outlets more accurate.

[0026] Complaints are categorized based on text information, and the number of complaints in each category is counted. When the number of complaints in any category exceeds the corresponding alarm preset value, an alarm is issued for excessive complaint volume. This facilitates the subsequent processing of complaints by category and allows for real-time monitoring and alerts on the number of complaints of each type, quickly identifying the problems that caused the complaints and effectively improving the speed of complaint processing.

[0027] The system retrieves the duration of voice messages, enters the duration information into the completed complaint list, and saves it to generate an inquiry form. Based on the duration information, it determines whether the inquiry form needs to be changed into an overdue inquiry form. If it is determined that it needs to be changed, the inquiry form is marked and saved as an overdue inquiry form. This facilitates the evaluation of customer service personnel in the future, helps improve the efficiency of customer service personnel in answering questions, and shortens the consultation time. Attached Figure Description

[0028] Figure 1 This is a first flowchart of a method for entering logistics complaint forms according to an embodiment of the present invention.

[0029] Figure 2 This is a second flowchart of the method for entering logistics complaint forms provided in an embodiment of the present invention.

[0030] Figure 3 This is a third flowchart of the method for entering logistics complaint forms provided in an embodiment of the present invention.

[0031] Figure 4 This is a fourth flowchart of the method for entering logistics complaint forms provided in this embodiment of the invention.

[0032] Figure 5 This is a schematic diagram of a logistics complaint form input device provided in an embodiment of the present invention.

[0033] Figure 6 This is another schematic diagram of the structure of the logistics complaint form input device provided in an embodiment of the present invention.

[0034] Figure 7 A schematic diagram of the structure of the logistics complaint form input device provided in an embodiment of the present invention. Detailed Implementation

[0035] This invention provides a method, apparatus, device, and storage medium for entering logistics complaint forms. It is used to automatically enter all logistics-related information corresponding to the waybill number and the complainant's identity information, thereby speeding up the entry of complaint forms and automatically distinguishing between complaint call information and inquiry call information, making the entry of complaint forms more accurate.

[0036] The terms “first,” “second,” “third,” “fourth,” etc. (if present) in the specification, claims, and accompanying drawings of this invention are used to distinguish similar objects and are not necessarily used to describe a specific order or sequence. It should be understood that such data can be interchanged where appropriate so that the embodiments described herein can be implemented in orders other than those illustrated or described herein. Furthermore, the terms “comprising” or “having,” and any variations thereof, are intended to cover a non-exclusive inclusion; for example, a process, method, system, product, or apparatus that comprises a series of steps or units is not necessarily limited to those steps or units explicitly listed, but may include other steps or units not explicitly listed or inherent to such processes, methods, products, or apparatus.

[0037] For ease of understanding, the specific process of the embodiments of the present invention is described below. Please refer to [link / reference]. Figure 1 One embodiment of the method for entering logistics complaint forms in this invention includes:

[0038] 101. Receive complaint request information and voice information sent by the communication terminal;

[0039] In this embodiment, the complainant calls the branch customer service or headquarters customer service via a mobile phone or other communication terminal, and speaks the complaint request information including the waybill number according to the prompt tone. Then, the customer service personnel communicate with the complainant. The content of the communication can be the complaint content or the inquiry content. The audio of the communication is voice information. The system automatically receives the complaint request information and voice information sent from the communication terminal. The complaint request information and voice information do not need to be manually entered, which speeds up the entry of complaint forms.

[0040] 102. Extract the identity information matching the communication terminal and convert the voice information into text information;

[0041] In this embodiment, the system extracts the identity information matching the communication terminal. The identity information includes the customer name, customer gender, customer type, and contact information. Customer types include individual customers, group customers, branch customers, special customers, and media. The customer name, customer gender, customer type, and contact information can all be automatically retrieved based on the caller ID of the communication terminal. The complainant's identity information can be automatically extracted without manual input, which facilitates the clear and accurate entry of the complainant's identity information into the system and speeds up the entry of complaint forms. The audio of the complaint or inquiry content can be automatically recognized and converted into text through speech recognition conversion technology, and the text in different languages ​​can be converted into Chinese text through text recognition translation technology. The identity information and voice information do not need to be manually entered, which speeds up the entry of complaint forms.

[0042] 103. Generate a list of complaints to be filled in based on the complaint request information. After entering text information in the list of complaints to be filled in, generate a list of completed complaints.

[0043] In this embodiment, a complaint list to be filled is generated based on the waybill number and the corresponding waybill information. All logistics-related information corresponding to the waybill number can be automatically extracted. The waybill number and the corresponding waybill information do not need to be manually entered, which facilitates the clear and accurate entry of the waybill information into the system later. The complaint content or inquiry content in Chinese text is entered into the complaint list to be filled to generate a filled complaint list. The complaint content or inquiry content does not need to be manually entered, and the complaint content or inquiry content of customers can be clearly and accurately entered into the system, thus speeding up the entry of complaint forms.

[0044] 104. Determine whether the completed complaint list needs to be changed into a complaint form based on the text information in the completed complaint list;

[0045] In this embodiment, multiple words are separated from the input text information, the character features of each word are extracted, and the character features are identified. If the character features containing the word "complaint" are identified, it is determined that the already filled complaint list needs to be changed into a complaint form. The set rules are simple, preventing the situation where consultation forms are mistakenly entered as complaint forms, making the entry of complaint forms more accurate, facilitating the unified processing of complaint forms in the future, improving the work efficiency of employees and improving service quality.

[0046] 105. If deemed necessary, enter the relevant identity information into the already filled complaint list and save it to generate a complaint form;

[0047] In this embodiment, if the character feature containing the word "complaint" is identified in the text information, it is determined that the already filled complaint list needs to be changed into a complaint form. After entering the relevant identity information in the already filled complaint list, it is saved and a complaint form is generated. The relevant identity information includes the customer name, customer gender, customer type, and contact information. Customer types include individual customers, group customers, branch customers, special customers, and media. The customer name, customer gender, customer type, and contact information can all be automatically retrieved based on the incoming call number of the communication terminal without manual entry. This facilitates the clear and accurate entry of the complainant's identity information and waybill information into the system, speeds up the entry of complaint forms, and automatically distinguishes between incoming call information for complaints and inquiries, making the entry of complaint forms more accurate.

[0048] In this embodiment of the invention, a list of complaints to be filled is generated based on the waybill number and the corresponding waybill information. After entering text information into the list of complaints to be filled, a list of completed complaints is generated. The system automatically extracts the identity information matching the communication terminal. Then, the identity information is entered into the completed complaint list and saved to generate a complaint form. This allows all logistics-related information corresponding to the waybill number and the complainant's identity information to be automatically entered, speeding up the entry of complaint forms. Based on the text information in the completed complaint list, the completed complaint list is changed into a complaint form or an inquiry form. Furthermore, the system automatically distinguishes between call information for complaints and call information for inquiries, making the entry of complaint forms more accurate. This facilitates the unified processing of complaint forms in the future, improves employee work efficiency, and enhances service quality.

[0049] Please see Figure 2 The second embodiment of the method for entering logistics complaint forms in this invention includes:

[0050] 201. Extract information that matches the ID recognition result of the communication terminal from the preset user data database to obtain the identity information corresponding to the ID recognition result;

[0051] In this embodiment, a user data database is established in the system, which stores information on all customers, including customer name, gender, type, and contact information. The system identifies the contact information that matches the ID information of the communication terminal from the user data database, extracts the customer information corresponding to the contact information, and obtains the identity information corresponding to the ID recognition result. This identity information is then identified as the complainant's identity information. By automatically extracting the identity information, there is no need to ask for customer information or manually enter customer information, thus speeding up the entry of complaint forms.

[0052] 202. The speech information is recognized and converted into text information to be translated using speech recognition and conversion technology;

[0053] In this embodiment, the audio of the conversation between customer service personnel and complainants is recognized by speech recognition and conversion technology, and then the audio is converted into text information to be translated, which improves the level of intelligence, eliminates the need to manually enter the text of the conversation, and speeds up the input process.

[0054] 203. Using text recognition and translation technology, text information to be translated in different languages ​​is recognized and converted into Chinese text information;

[0055] In this embodiment, text information to be translated in different languages ​​is identified using text recognition and translation technology. Then, the text information to be translated in different languages ​​is uniformly converted into Chinese text information, which is convenient for post-processing personnel to view and improves the processing efficiency of complaint forms.

[0056] 204. Obtain the waybill number from the complaint request information and extract the waybill information corresponding to the waybill number from the pre-set waybill data database;

[0057] In this embodiment, a waybill data database is established in the system, which stores the data of all waybills. The system automatically receives complaint request information sent from the communication terminal and obtains the waybill number from the complaint request information. It then extracts the waybill information corresponding to the waybill number from the preset waybill data database. The waybill information includes the waybill number, sender's name, sender's phone number, recipient's name, recipient's phone number, pickup address, delivery address, and original responsible outlet. The original responsible outlet is the name of the last scanning outlet recorded by the scanning tracking. By automatically extracting the waybill information, there is no need to manually enter the waybill information, which speeds up the entry of complaint forms.

[0058] 205. Generate a list of complaints to be filled out based on the waybill number and the waybill information corresponding to the waybill number;

[0059] In this embodiment, a complaint list to be filled in is generated by combining the waybill number, sender's name, sender's phone number, recipient's name, recipient's phone number, pickup address, delivery address, and original responsible branch information. That is, the complaint list to be filled in contains the waybill number, sender's name, sender's phone number, recipient's name, recipient's phone number, pickup address, delivery address, and original responsible branch information, which makes it convenient for customer service personnel to analyze and search the complaint list based on the waybill information, thereby improving the speed of complaint handling, improving employee work efficiency, and improving service quality.

[0060] 206. After entering text information in the complaint list to be filled in, a list of completed complaints will be generated;

[0061] In this embodiment, the complaint or inquiry content in Chinese text is entered into the complaint list to be filled, generating a completed complaint list. The complaint or inquiry content does not need to be manually entered, and the complaint or inquiry content of customers can be clearly and accurately entered into the system, thus speeding up the entry of complaint or inquiry forms.

[0062] 207. Identify whether there is any entered responsibility branch information in the text message;

[0063] In this embodiment, the system separates multiple words from the text of the input complaint, extracts the character features of each word, establishes a network information database in the system, and stores information on all networks. The system identifies whether the character features have a matching network name in the preset network information database. If the character features do not match a network in the network information database, there is no need to change the original responsible network information.

[0064] 208. When the input of responsible outlet information is detected in the text information, determine whether the input responsible outlet information is consistent with the original responsible outlet information generated in the complaint list to be filled in;

[0065] In this embodiment, if the character features match the network points in the network point database, the matching network point is identified as the input responsible network point information. Then, it is determined whether the input responsible network point information is consistent with the original responsible network point information generated in the complaint list to be filled in, thereby automatically confirming the responsible network point. This eliminates the need for manual entry of responsible sites, speeds up the entry of complaint forms, makes the allocation of responsible network points for complaint forms more accurate, improves the processing speed of complaint forms by responsible network points, and effectively improves customer satisfaction.

[0066] 209. If the information is inconsistent, replace the original responsible outlet information with the entered responsible outlet information;

[0067] In this embodiment, if the input responsible outlet information is inconsistent with the original responsible outlet information generated from the complaint list to be filled in, the original responsible outlet information will be replaced with the input responsible outlet information to ensure that the outlets that customers need to complain about are allocated more accurately and more specifically.

[0068] 210. Replace the original responsible outlet information with the entered responsible outlet information and send the replacement information to the communication terminal via SMS;

[0069] In this embodiment, the replacement information, which replaces the original responsible outlet information with the input responsible outlet information, is sent to the customer's mobile phone via SMS. The customer can confirm again whether they need to replace the original responsible outlet information with the input responsible outlet information based on the content of the SMS. In addition to the replacement information, the SMS also contains a cancellation prompt. The customer replies to the SMS according to the cancellation prompt. If no reply is received within 1 hour, the replacement operation is considered complete. If the customer replies with "Cancel" or "CAN" within 1 hour, the system will replace the input responsible outlet information with the original responsible outlet information after receiving the reply SMS, ensuring that the outlets that the customer needs to complain about are assigned more accurately and more specifically.

[0070] In this embodiment of the invention, the system identifies whether there is input of responsible branch information in the text information. When input responsible branch information is detected in the text information, it determines whether the input responsible branch information is consistent with the original responsible branch information generated in the complaint list to be filled in. If the information is inconsistent, the original responsible branch information is replaced with the input responsible branch information, thereby achieving the effect of automatically confirming the responsible branch. This makes the allocation of responsible branches for complaint forms more accurate and improves the processing speed of responsible branches for complaint forms, effectively improving customer satisfaction. The replacement information of the original responsible branch information with the input responsible branch information is sent to the communication terminal in the form of SMS, so that the customer can confirm the replacement information of the responsible branch, further making the allocation of responsible branches more accurate. This solves the problem that in the prior art, after the complaint forms are entered into the system, they are allocated to responsible branches by fixed rules. The rule setting is complicated, which leads to the problem of overlapping complaint form allocation rules in the prior art. It also solves the problem that in the prior art, complaint forms that have not been allocated to the corresponding responsible branches are piled up in the headquarters' pending allocation list, which leads to the slow allocation of responsible branches in the prior art.

[0071] Please see Figure 3 The third embodiment of the method for entering logistics complaint forms in this invention includes:

[0072] 301. Separate multiple words from the input text information and extract the character features of each word;

[0073] In this embodiment, multiple words are separated from the input text information, and the character features of each word are extracted. The complaint content is composed of multiple words. The words in the complaint content are decomposed to facilitate subsequent recognition of each word separately, thereby improving the recognition accuracy.

[0074] 302. Character features are identified using dictionaries with different categories;

[0075] In this embodiment, character features are identified using word libraries with different categories. The word libraries are categorized by terms such as item delay, service attitude, item damage, item loss, and illegal charges. Each term and its synonyms constitute the word library for that category. If a character feature matches a term in a certain word library, the complaint form corresponding to that character feature is classified into that category of word library. This more intelligently categorizes complaint forms, making it easier for customer service personnel to quickly understand the reason for the complaint and thus quickly perform the corresponding processing operations, improving work efficiency.

[0076] 303. If the character feature matches a word in the dictionary, the complaint form corresponding to the character feature is classified into the dictionary of this category, and the complaint form is labeled with a classification tag to obtain the classification result of the complaint form;

[0077] In this embodiment, if a character feature matches a word in a certain thesaurus, the complaint corresponding to this character feature is classified into that category of the thesaurus. Different categories of thesaurus can be ranked according to severity. For example, the severity can be ranked from least to most severe, such as delays, service attitude, damage, loss, and illegal charges. That is, complaints about delays are less serious, while complaints about illegal charges are more serious. This facilitates the subsequent classification and processing of complaint forms, improves employee work efficiency, and enhances service quality.

[0078] 304. Count the number of complaint forms of different categories;

[0079] In this embodiment, the number of complaint reports categorized into items such as delays, service attitude, item damage, item loss, and illegal charges is counted. This allows for a more precise count of the number of complaint reports in different categories, enabling more detailed and targeted handling of complaint reports.

[0080] 305. Determine whether the number of complaint forms in any category exceeds the corresponding alarm preset value;

[0081] In this embodiment, the number of complaints in each category is set with a corresponding alarm preset value in the system. More serious complaints need to be set with a lower alarm preset value, while complaints in less serious categories can be set with a higher alarm preset value.

[0082] 306. When the number of complaint reports in any category exceeds the corresponding alarm preset value, an alarm for excessive complaint volume will be issued.

[0083] In this embodiment, the alarm preset values ​​for complaint forms categorized as item delay, service attitude, item damage, item loss, and illegal charges are set to 100, 50, 40, 30, and 3 respectively. When the number of complaint forms categorized as item delay exceeds 100, an excessive number of complaints is issued; when the number of complaint forms categorized as service attitude exceeds 50, an excessive number of complaints is issued; when the number of complaint forms categorized as item damage exceeds 40, when the number of complaint forms categorized as item loss exceeds 50, and when the number of complaint forms categorized as illegal charges exceeds 5, an excessive number of complaints is issued. Real-time monitoring and early warning of the number of complaint forms of each type are implemented to improve monitoring efficiency.

[0084] In this embodiment of the invention, complaint forms are classified according to their content, and the number of complaint forms in different categories is counted. When the number of complaint forms in any category exceeds the corresponding alarm preset value, an alarm for excessive complaint volume is issued. This facilitates the subsequent processing of complaint forms by category and allows for real-time monitoring and early warning of the number of complaint forms of each type. This enables the quick identification of the problems that caused the complaints, effectively improving the speed of complaint form processing, increasing employee work efficiency, and enhancing service quality.

[0085] Please see Figure 4 The fourth embodiment of the method for entering logistics complaint forms in this invention includes:

[0086] 401. Determine whether it is necessary to change the completed complaint list into a complaint form based on the text information in the completed complaint list;

[0087] In this embodiment, multiple words are separated from the input text information, the character features of each word are extracted, and the character features are identified. If the character features containing the word "complaint" are identified, it is determined that the already filled complaint list needs to be changed into a complaint form. The set rules are simple, preventing the situation where consultation forms are mistakenly entered as complaint forms, making the entry of complaint forms more accurate, facilitating the unified processing of complaint forms in the future, improving the work efficiency of employees and improving service quality.

[0088] 402. If deemed necessary, enter the relevant identity information into the already filled complaint list and save it to generate a complaint form;

[0089] In this embodiment, if the character feature containing the word "complaint" is identified in the text information, it is determined that the already filled complaint list needs to be changed into a complaint form. After entering the relevant identity information in the already filled complaint list, it is saved and a complaint form is generated. The relevant identity information includes the customer name, customer gender, customer type, and contact information. Customer types include individual customers, group customers, branch customers, special customers, and media. The customer name, customer gender, customer type, and contact information can all be automatically retrieved based on the incoming call number of the communication terminal without manual entry. This facilitates the clear and accurate entry of the complainant's identity information and waybill information into the system, speeds up the entry of complaint forms, and automatically distinguishes between incoming call information for complaints and inquiries, making the entry of complaint forms more accurate.

[0090] 403. If it is determined that it is not needed, obtain the duration information of the voice message, enter the duration information into the already filled complaint list, and save it to generate an inquiry form;

[0091] In this embodiment, when the complainant is only inquiring about a problem rather than filing a complaint, the complainant is the inquirer, and the consultation and exchange between the inquirer and the customer service personnel is the consultation content. The audio of the consultation content can be automatically recognized and converted into text by speech recognition conversion technology, and the text from different languages ​​can be converted into Chinese text by text recognition translation technology. If no character feature containing the word "complaint" is recognized in the text information, it is determined that it is not necessary to change the already filled complaint list into a complaint form. At this time, the duration information of the voice information is obtained, and the duration information is entered into the already filled complaint list and saved to generate a consultation form, automatically distinguishing the complaint request information from the consultation request information.

[0092] 404. Determine whether the inquiry form needs to be changed to an overdue inquiry form based on the duration information;

[0093] In this embodiment, a preset duration value is set in the system. It is determined whether any duration information is greater than the preset duration value. When the duration information is greater than the preset duration value, it is determined that the consultation order needs to be changed into an overdue consultation order. When the duration information is less than or equal to the preset duration value, it is determined that the consultation order does not need to be changed into an overdue consultation order. At this time, the consultation order is determined to be a consultation order that has not expired.

[0094] 405. If determined to be necessary, mark the inquiry form and save it as an overdue inquiry form;

[0095] In this embodiment, it is determined whether the inquiry form needs to be changed into an overdue inquiry form based on the duration information. If it is determined that it needs to be changed, the inquiry form is marked and saved as an overdue inquiry form, which facilitates the evaluation of customer service personnel in the future, and helps to improve the efficiency of customer service personnel in answering questions and shorten the consultation time.

[0096] In this embodiment of the invention, complaints and inquiries are categorized based on the actual needs of customers' calls, enabling more targeted and rational problem handling. This prevents the accumulation of numerous unnecessary complaints, speeds up the processing of truly necessary complaints, and ensures that the order number and complaint content of customers are clearly and accurately entered into the system. This facilitates precise handling of complaints, improves employee efficiency and service quality, and allows for the evaluation of customer service personnel based on the timeout status of inquiries. It also helps improve the efficiency of customer service personnel in answering inquiries and shortens consultation time.

[0097] The above describes the method for entering logistics complaint forms in embodiments of the present invention. The following describes the device for entering logistics complaint forms in embodiments of the present invention. Please refer to [link / reference]. Figure 5 One embodiment of the logistics complaint form input device in this invention includes:

[0098] The receiving module 501 is used to receive complaint request information and voice information sent by the communication terminal;

[0099] The extraction and conversion module 502 is used to extract the identity information that matches the communication terminal and convert the voice information into text information;

[0100] The generation module 503 is used to generate a list of complaints to be filled in based on the complaint request information, and to generate a list of completed complaints after entering text information in the list of complaints to be filled in.

[0101] The first judgment module 504 is used to determine whether the filled-in complaint list needs to be changed into a complaint form based on the text information in the filled-in complaint list;

[0102] The first input module 505 is used to enter the relevant identity information into the already filled complaint list and save it as a complaint form if it is determined that it is necessary.

[0103] In this embodiment, a list of complaints to be filled is generated based on the waybill number and the corresponding waybill information. After entering text information into the list of complaints to be filled, a list of completed complaints is generated. The system automatically extracts the identity information matching the communication terminal. Then, the identity information is entered into the completed complaint list and saved to generate a complaint form. This allows all logistics-related information corresponding to the waybill number and the complainant's identity information to be automatically entered, speeding up the entry of complaint forms. Based on the text information in the completed complaint list, the completed complaint list is changed into a complaint form or an inquiry form. This automatically distinguishes between call information for complaints and call information for inquiries, making the entry of complaint forms more accurate, facilitating the unified processing of complaint forms in the future, improving employee work efficiency and service quality.

[0104] Please see Figure 6 Another embodiment of the logistics complaint form entry device in this invention includes:

[0105] The receiving module 501 is used to receive complaint request information and voice information sent by the communication terminal;

[0106] The extraction and conversion module 502 is used to extract the identity information that matches the communication terminal and convert the voice information into text information;

[0107] The generation module 503 is used to generate a list of complaints to be filled in based on the complaint request information, and to generate a list of completed complaints after entering text information in the list of complaints to be filled in.

[0108] The first judgment module 504 is used to determine whether the filled-in complaint list needs to be changed into a complaint form based on the text information in the filled-in complaint list;

[0109] The first input module 505 is used to enter the relevant identity information into the already filled complaint list and save it as a complaint form if it is determined that it is necessary.

[0110] In this embodiment, the extraction and conversion module 502 includes: a first extraction unit 5021, used to extract information matching the ID recognition result of the communication terminal from a preset user data database, and obtain the identity information corresponding to the ID recognition result; a first conversion unit 5022, used to recognize the voice information and convert it into text information to be translated using voice recognition conversion technology; and a second conversion unit 5023, used to recognize the text information to be translated in different languages ​​and convert it into Chinese text information using text recognition translation technology.

[0111] In this embodiment, the generation module 503 includes: a first acquisition unit 5031, used to acquire the waybill number in the complaint request information; a second extraction unit 5032, used to extract the waybill information corresponding to the waybill number from a preset waybill data database; a first generation unit 5033, used to generate a complaint list to be filled based on the waybill number and the waybill information corresponding to the waybill number; and a second generation unit 5034, used to generate a filled complaint list after inputting text information into the complaint list to be filled.

[0112] In this embodiment, the system further includes: an identification module 506, used to identify whether there is input responsibility point information in the text information; a second judgment module 507, used to determine whether the input responsibility point information is consistent with the original responsibility point information generated in the complaint list to be filled in when input responsibility point information is identified in the text information; a replacement module 508, used to replace the original responsibility point information with the input responsibility point information if the information is inconsistent; and a sending module 509, used to send the replacement information of replacing the original responsibility point information with the input responsibility point information to the communication terminal in the form of an SMS.

[0113] In this embodiment, the system further includes: a classification module 510 for classifying complaint forms according to text information; a statistics module 511 for counting the number of complaint forms in different categories; a third judgment module 512 for judging whether the number of complaint forms in any category is greater than the corresponding alarm preset value; and an early warning module 513 for issuing an early warning of excessive complaint volume when the number of complaint forms in any category is greater than the corresponding alarm preset value.

[0114] In this embodiment, the classification module 510 includes: a separation unit 5101, used to separate multiple words from the text of the input text information; a third extraction unit 5102, used to extract the character features of each word; an identification unit 5103, used to identify the character features through a dictionary with different categories; and a classification unit 5104, used to classify the complaint form corresponding to the character feature into the dictionary of that category if the character feature matches a word in the dictionary, and to mark the complaint form with a classification label to obtain the classification result of the complaint form.

[0115] In this embodiment, it further includes: a second input module 514, which is used to obtain the duration information of the voice information if it is determined that it is not needed, and save the duration information in the already filled complaint list to generate an inquiry form; a fourth judgment module 515, which is used to determine whether it is necessary to change the inquiry form into an overdue inquiry form based on the duration information; and a marking module 516, which is used to mark the inquiry form and save it to generate an overdue inquiry form if it is determined that it is needed.

[0116] In this embodiment, the second input module 514 includes: a second acquisition unit 5141, used to acquire the duration information of the voice information if it is determined that it is not needed; and an input unit 5142, used to save the duration information after entering it into the already filled complaint list and generate an inquiry form.

[0117] above Figure 5 and Figure 6 The logistics complaint form input device in this embodiment of the invention will be described in detail from the perspective of modular functional entities. The logistics complaint form input device in this embodiment of the invention will be described in detail from the perspective of hardware processing.

[0118] Figure 7 This is a schematic diagram of the structure of a logistics complaint form input device 600 provided in an embodiment of the present invention. The logistics complaint form input device 600 can vary significantly due to different configurations or performance. It may include one or more central processing units (CPUs) 610 (e.g., one or more processors) and a memory 620, and one or more storage media 630 (e.g., one or more mass storage devices) storing application programs 633 or data 632. The memory 620 and storage media 630 can be temporary or persistent storage. The program stored in the storage media 630 may include one or more modules (not shown in the diagram), each module may include a series of instruction operations on the logistics complaint form input device 600. Furthermore, the processor 610 may be configured to communicate with the storage media 630 and execute a series of instruction operations in the storage media 630 on the logistics complaint form input device 600 to implement the steps of the logistics complaint form input method provided in the above-described method embodiments.

[0119] The logistics complaint form input device 600 may also include one or more power supplies 640, one or more wired or wireless network interfaces 650, one or more input / output interfaces 660, and / or one or more operating systems 631, such as Windows Server, Mac OS X, Unix, Linux, FreeBSD, etc. Those skilled in the art will understand that... Figure 7 The illustrated structure of the data entry device for logistics complaint forms does not constitute a limitation on data entry devices based on logistics complaint forms. It may include more or fewer components than illustrated, or combine certain components, or have different component arrangements.

[0120] The present invention also provides a computer-readable storage medium, which can be a non-volatile computer-readable storage medium or a volatile computer-readable storage medium, wherein the computer-readable storage medium stores instructions that, when executed on a computer, cause the computer to perform the steps of the logistics complaint form entry method.

[0121] Those skilled in the art will clearly understand that, for the sake of convenience and brevity, the specific working process of the system, device, or unit described above can be referred to the corresponding process in the foregoing method embodiments, and will not be repeated here.

[0122] If the integrated unit is implemented as a software functional unit and sold or used as an independent product, it can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of the present invention, in essence, or the part that contributes to the prior art, or all or part of the technical solution, can be embodied in the form of a software product. This computer software product is stored in a storage medium and includes several instructions to cause a computer device (which may be a personal computer, server, or network device, etc.) to execute all or part of the steps of the methods described in the various embodiments of the present invention. The aforementioned storage medium includes various media capable of storing program code, such as USB flash drives, portable hard drives, read-only memory (ROM), random access memory (RAM), magnetic disks, or optical disks.

[0123] Finally, it should be noted that the above descriptions are merely preferred embodiments of the present invention and are not intended to limit the present invention. Although the present invention has been described in detail with reference to the foregoing embodiments, those skilled in the art can still modify the technical solutions described in the foregoing embodiments or make equivalent substitutions for some of the technical features. Any modifications, equivalent substitutions, improvements, etc., made within the spirit and principles of the present invention should be included within the protection scope of the present invention.

Claims

1. A method for entering logistics complaint forms, characterized in that, include: Receive complaint request information and voice information sent by communication terminals; Extract the identity information that matches the communication terminal, and convert the voice information into text information; A list of complaints to be filled in is generated based on the complaint request information. After the text information is entered into the list of complaints to be filled in, a list of completed complaints is generated. Determine whether the completed complaint list needs to be changed into a complaint form based on the text information in the completed complaint list. If it is determined that it is necessary, the relevant identity information will be entered into the already filled complaint list and then saved to generate a complaint form; After the completed complaint list is generated by entering text information in the complaint list to be filled out, the following steps are also included: Identify whether there is any entered responsibility branch information in the text information; When the input of responsible outlet information is detected in the text information, it is determined whether the input responsible outlet information is consistent with the original responsible outlet information generated in the complaint list to be filled in; If the information is inconsistent, the original responsible outlet information will be replaced with the input responsible outlet information; The replacement information, which replaces the original responsible outlet information with the input responsible outlet information, is sent to the communication terminal via SMS. The step of identifying whether there is input of responsible branch information in the text information includes: separating multiple words from the text information, extracting the character features of each word, and identifying whether the character features have a matching branch name in a preset branch information database; When the input responsibility point information is identified in the text information, determining whether the input responsibility point information is consistent with the original responsibility point information generated in the complaint list to be filled includes: when the character feature has a matching point name in the point information database, the matching point is identified as the input responsibility point information, and it is determined whether the input responsibility point information is consistent with the original responsibility point information generated in the complaint list to be filled.

2. The method for entering logistics complaint forms according to claim 1, characterized in that, The step of extracting the identity information matching the communication terminal and converting the voice information into text information includes: Extract information that matches the ID recognition result of the communication terminal from the preset user data database to obtain the identity information corresponding to the ID recognition result; The speech information is recognized and converted into text information to be translated using speech recognition and conversion technology. The text information to be translated is identified and converted into Chinese text information using text recognition translation technology.

3. The method for entering logistics complaint forms according to claim 1, characterized in that, The step of generating a list of complaints to be filled in based on the complaint request information includes: Obtain the waybill number from the complaint request information, and extract the waybill information corresponding to the waybill number from the preset waybill data database; A list of complaints to be filled in is generated based on the waybill number and the waybill information corresponding to the waybill number.

4. The method for entering logistics complaint forms according to claim 1, characterized in that, After the identity information is entered into the already filled complaint list and saved as a complaint form, the process also includes: The complaint forms are categorized based on the text information provided. Count the number of complaint forms in different categories; Determine whether the number of complaint forms in any category is greater than the corresponding alarm preset value; When the number of complaints in any category exceeds the corresponding alarm preset value, an alarm for excessive complaint volume will be issued.

5. The method for entering logistics complaint forms according to claim 4, characterized in that, The step of classifying the complaint forms according to the text information includes: Multiple words are separated from the input text information, and the character features of each word are extracted; The character features are identified using dictionaries with different categories; If the character feature matches a word in the dictionary, the complaint form corresponding to the character feature is classified into the dictionary of that category, and a classification label is marked on the complaint form to obtain the classification result of the complaint form.

6. The method for entering logistics complaint forms according to claim 1, characterized in that, After determining that it is necessary, and after entering the relevant identity information into the already filled complaint list and saving it as a complaint form, the process also includes: If it is determined that it is not needed, the duration information of the voice information is obtained, and the duration information is entered into the already filled complaint list and saved to generate an inquiry form; Determine whether the inquiry form needs to be changed to an overdue inquiry form based on the duration information; If it is determined that it is necessary, the inquiry form will be marked and saved as an overdue inquiry form.

7. A device for entering logistics complaint forms, characterized in that, include: The receiving module is used to receive complaint request information and voice information sent by the communication terminal; The extraction and conversion module is used to extract the identity information that matches the communication terminal and convert the voice information into text information; The generation module is used to generate a list of complaints to be filled in based on the complaint request information, and to generate a list of completed complaints after the text information is entered into the list of complaints to be filled in. The first judgment module is used to determine whether the filled-in complaint list needs to be changed into a complaint form based on the text information in the filled-in complaint list; The first input module is used to enter the relevant identity information into the already filled complaint list and save it as a complaint form if it is determined that it is necessary. The identification module is used to identify whether there is any input of responsible branch information in the text information; The second judgment module is used to determine whether the input responsibility point information is consistent with the original responsibility point information generated in the complaint list to be filled in when the input responsibility point information is detected in the text information. The replacement module is used to replace the original responsible outlet information with the input responsible outlet information if the information is inconsistent. The sending module is used to send the replacement information, which replaces the original responsible branch information with the input responsible branch information, to the communication terminal in the form of an SMS message. The step of identifying whether there is input of responsible branch information in the text information includes: separating multiple words from the text information, extracting the character features of each word, and identifying whether the character features have a matching branch name in a preset branch information database; When the input responsibility point information is identified in the text information, determining whether the input responsibility point information is consistent with the original responsibility point information generated in the complaint list to be filled includes: when the character feature has a matching point name in the point information database, the matching point is identified as the input responsibility point information, and it is determined whether the input responsibility point information is consistent with the original responsibility point information generated in the complaint list to be filled.

8. A device for entering logistics complaint forms, characterized in that, The device for entering the logistics complaint form includes: a memory and at least one processor, wherein the memory stores instructions; At least one of the processors invokes the instructions in the memory to cause the logistics complaint form entry device to perform the steps of the logistics complaint form entry method as described in any one of claims 1-6.

9. A computer-readable storage medium storing instructions thereon, characterized in that, When the instruction is executed by the processor, it implements each step of the method for entering a logistics complaint form as described in any one of claims 1-6.

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