Software customer complaint processing method and device based on intelligent equipment, and intelligent equipment

Abstract

The invention discloses a software customer complaint processing method and device based on intelligent equipment and the intelligent equipment, and the method comprises the steps: analyzing an obtained customer complaint problem, searching a solution matched with the customer complaint problem from a preset customer complaint problem library, and recognizing a problem number ID of the solution; according to the input question number ID, a script code of a solution corresponding to the customer complaint question is extracted and sent to a user terminal generating the customer complaint question, and the user terminal is controlled to automatically execute the extracted script code; and completing an automatic solving process of the customer complaint problem through the automatically executed script code, and when the script code of the solution corresponding to the customer complaint problem is executed, outputting a prompt that the customer complaint problem is solved. According to the method for improving the efficiency of solving the customer complaint of the user, the step of solving the problem of the user is converted into the code script, and the customer complaint problem can be solved only by inputting a simple number by the user.

Description

Technical Field

[0001] The present invention relates to the technical field of smart devices, and in particular to a method and apparatus for handling customer complaints based on smart devices, a smart device, and a storage medium. Background Art

[0002] Software customer complaints (customer complaints) refer to problems, failures, defects or dissatisfaction encountered by users when using a certain software or service, and the feedback they provide to the developer or service provider.

[0003] In the prior art, the solutions to software complaints about smart devices generally require multiple steps to be performed. Therefore, the traditional solution is to provide the required steps to the user through text, voice, or video, allowing the user to perform them by themselves, or to have customer service staff perform the operations on the device on behalf of the user through remote control. However, no matter which method is used, it takes a lot of time. If you make an operation error by accident, it is still unclear whether it is an operation problem or a wrong solution.

[0004] Therefore, the existing technology still needs to be improved and developed. Summary of the invention

[0005] The technical problem to be solved by the present invention is that, in response to the problems and defects of the above-mentioned prior art, a software-based customer complaint processing method, apparatus, smart device and storage medium based on smart devices are provided. The present invention provides a method for improving the efficiency of resolving user customer complaints, and the steps for solving user problems are converted into code scripts, which are automatically executed by a machine. The user only needs to enter a simple number to resolve the customer complaint.

[0006] The technical solution adopted by the present invention to solve the problem is as follows:

[0007] A method for handling customer complaints about software based on smart devices, comprising:

[0008] When software-related customer complaints are detected, obtain customer complaint issues in real time;

[0009] Analyze the acquired customer complaints, search for solutions matching the customer complaints from a preset customer complaint database, and identify the problem ID of the solution;

[0010] According to the input problem number ID, extract the script code of the solution corresponding to the customer complaint problem and send it to the user terminal that generated the customer complaint problem, and control the user terminal to automatically execute the extracted script code;

[0011] The automatic resolution process of customer complaints is completed through automatically executed script codes. When the script code of the solution corresponding to the customer complaint is executed, a reminder that the customer complaint has been resolved is output.

[0012] The method for handling software customer complaints based on smart devices, wherein before the step of obtaining customer complaint issues in real time when software customer complaints are detected, includes:

[0013] Collect various customer complaints in advance, classify and organize the collected customer complaints, and organize the customer complaints and their solutions into specific documents.

[0014] The method for handling software customer complaints based on smart devices, wherein before the step of obtaining customer complaint issues in real time when software customer complaints are detected, includes:

[0015] Based on the organized specific documents, create a problem number ID for each customer complaint and its solution, write the corresponding script code, and store it in the customer complaint problem library.

[0016] The method for handling software customer complaints based on smart devices, wherein when a software customer complaint is detected, the step of obtaining the customer complaint problem in real time also includes:

[0017] Real-time detection of software-related customer complaints;

[0018] When a software-related customer complaint is detected, obtain the customer complaint issue in real time.

[0019] The method for handling customer complaints about software based on smart devices, wherein the steps of analyzing the acquired customer complaints, searching for solutions matching the customer complaints from a preset customer complaint problem library, and identifying the problem number ID of the solution include:

[0020] Conduct content analysis on the acquired customer complaints and parse the specific contents of the customer complaints;

[0021] Comparing and analyzing the specific content of the analyzed customer complaint with the customer complaint stored in a preset customer complaint database, and finding customer complaint problems whose similarity reaches a predetermined value from the preset customer complaint database;

[0022] According to the customer complaints whose similarity reaches a predetermined value, searching for solutions matching the customer complaints from a preset customer complaint database;

[0023] Based on the searched solution that matches the customer complaint, find out the problem number ID of the solution.

[0024] The method for handling customer complaints of software-related problems based on smart devices, wherein the steps of extracting the script code of the solution corresponding to the customer complaint problem according to the input problem number ID and sending it to the user terminal that generated the customer complaint problem, and controlling the user terminal to automatically execute the extracted script code include:

[0025] The customer complaint handling software obtains the problem number ID of the input solution;

[0026] The customer complaint processing software extracts the script code of the solution corresponding to the customer complaint problem from the customer complaint problem database of the cloud server according to the input problem number ID;

[0027] The extracted script code of the solution corresponding to the customer complaint problem is sent to the user terminal that generates the customer complaint problem, and the user terminal is controlled to automatically execute the extracted script code to automatically execute according to the solution execution steps.

[0028] The software-based customer complaint handling method based on smart devices, wherein the automatic solution process of the customer complaint problem is completed by the automatically executed script code, and when the script code of the solution corresponding to the customer complaint problem is executed, the step of outputting a reminder that the customer complaint problem has been solved includes:

[0029] Controlling the user terminal through automatically executed script code to complete the automatic resolution process of customer complaints;

[0030] When the script code of the solution corresponding to the customer complaint is executed, a reminder that the customer complaint has been resolved is output.

[0031] A software customer complaint processing device based on an intelligent device, wherein the device comprises:

[0032] A pre-set module is used to collect various customer complaints in advance, classify and organize the collected customer complaints, and organize the customer complaints and their solutions into specific documents; based on the organized specific documents, a problem number ID is created for each customer complaint and its solution, and the corresponding script code is written and stored in the customer complaint database;

[0033] The customer complaint acquisition module is used to obtain customer complaint issues in real time when software-related customer complaints are detected;

[0034] A customer complaint analysis module is used to analyze the acquired customer complaint problems, search for solutions matching the customer complaint problems from a preset customer complaint problem library, and identify the problem number ID of the solution;

[0035] A script extraction and automatic execution module, for extracting the script code of the solution corresponding to the customer complaint problem according to the input problem number ID, sending it to the user terminal that generated the customer complaint problem, and controlling the user terminal to automatically execute the extracted script code;

[0036] The reminder module is used to complete the automatic resolution process of customer complaints through automatically executed script codes. When the script code of the solution corresponding to the customer complaint problem is executed, a reminder that the customer complaint problem has been resolved is output.

[0037] An intelligent device includes a memory and one or more programs, wherein the one or more programs are stored in the memory and are configured to be executed by one or more processors to execute the one or more programs including the method for executing any one of the methods described above.

[0038] A computer-readable storage medium, wherein when instructions in the storage medium are executed by a processor of an electronic device, the electronic device is enabled to execute any one of the methods described above.

[0039] Beneficial effects of the present invention: The present invention provides a software-based customer complaint processing method, device, smart device and storage medium based on smart devices. The present invention proposes a convenient method for resolving customer complaints. The solution steps for each user's customer complaint are written into a code script, and the corresponding script ID is marked and entered into a customer complaint resolution pool. When the solution corresponding to the user's problem is confirmed, the corresponding script ID is entered on the device, and the software will automatically execute the code script to solve the problem for the user. This eliminates the need for the user to understand the operating steps, thereby improving the efficiency of resolving user complaints. BRIEF DESCRIPTION OF THE DRAWINGS

[0040] In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments recorded in the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0041] Figure 1 It is a flowchart of a method for handling customer complaints of software-related products based on smart devices provided in an embodiment of the present invention.

[0042] Figure 2 It is a flowchart of a method for handling customer complaints based on software on smart devices provided in Example 2 of the present invention.

[0043] Figure 3 It is a principle block diagram of an embodiment of a software-based customer complaint processing device based on a smart device provided by the present invention.

[0044] Figure 4 It is a block diagram of the internal structure principle of the smart device provided by an embodiment of the present invention. DETAILED DESCRIPTION

[0045] In order to make the purpose, technical solution and advantages of the present invention clearer and more specific, the present invention is further described in detail below with reference to the accompanying drawings and examples. It should be understood that the specific embodiments described herein are only used to explain the present invention and are not used to limit the present invention.

[0046] It should be noted that if the embodiments of the present invention involve directional indications (such as up, down, left, right, front, back, etc.), the directional indications are only used to explain the relative position relationship, movement status, etc. between the components under a certain specific posture (as shown in the accompanying drawings). If the specific posture changes, the directional indication will also change accordingly.

[0047] Regarding software customer complaints about smart devices in the prior art, due to their solutions, users need to spend a lot of time to understand the complex solution steps; users may make mistakes when executing the solution steps, resulting in the problem that the solution is invalid.

[0048] The present invention proposes a convenient method for resolving customer complaints. The steps for resolving each customer complaint are written into a code script and entered into a customer complaint resolution pool. When the solution corresponding to the user's problem is confirmed, the corresponding script ID is entered on the device, and the software will automatically execute the script to solve the problem for the user. In this way, the user does not need to understand the operation steps, nor does he need to worry about the problem being unresolved due to incorrect execution of the operation steps.

[0049] like Figure 1 As shown, a method for handling customer complaints about software based on smart devices in Embodiment 1 of the present invention includes the following steps:

[0050] Step S100: Collect various customer complaints in advance, classify and sort the collected customer complaints, and organize the customer complaints and their solutions into specific documents.

[0051] In the embodiment of the present invention, customer feedback, including complaints, suggestions and questions, needs to be collected in advance before implementation. This can be done through a variety of channels, such as customer service hotlines, emails, social media, online surveys and face-to-face interactions with customers.

[0052] Then the collected customer complaints should be classified and sorted. For example, they can be classified by problem type (such as product quality, service attitude, delivery time, etc.), customer type (new customer, old customer) or the severity of the problem. And these classified customer complaints and their solutions should be sorted into a specific document for subsequent processing.

[0053] In this step, by collecting and classifying customer complaints, common problems and trends can be identified, which is convenient for analysis and improvement. The organized documents provide customer service personnel with tools to quickly find and respond to customer problems, improving response efficiency. In addition, through effective solutions, customers will feel the attention of the company, thereby improving customer satisfaction and loyalty.

[0054] Step S200: Create a problem ID for each customer complaint and its solution based on the sorted specific documents, write a corresponding script code, and store it in the customer complaint problem library.

[0055] In this step, after the documents are sorted, a unique identifier (problem ID) is created for each customer complaint and its solution. Such an ID can be a self-increasing number or a string containing the date and problem type (for example, 2023-001).

[0056] The present invention will write corresponding script codes according to each problem and its solution. This can be done to automatically handle customer complaints. For example, a program can be written to store the problem ID, problem description, and solution in a database to form a "customer complaint problem library."

[0057] By using the problem ID in the present invention, customer service personnel can quickly find detailed information about a specific problem, avoiding the tediousness of manual search. In addition, the customer complaint database of the present invention can be easily updated and maintained, and various departments can share knowledge and experience through the database to improve the service level of the entire team.

[0058] Step S300: when a software customer complaint is detected, obtain the customer complaint problem in real time;

[0059] In the embodiment of this step, it is detected in real time whether there is a software-related customer complaint; when a software-related customer complaint is detected, the customer complaint problem is obtained in real time.

[0060] In the embodiment of the present invention, when a software customer complaint is detected, the customer complaint problem is obtained in real time. Among them, software customer complaints (customer complaints) refer to problems, failures, defects or dissatisfactions encountered by users when using a certain software or service, and feedback opinions provided to the developer or service provider.

[0061] In the present invention, when a software development company or service provider notices that users have filed complaints when using their software, the first step is to obtain and record these customer complaints in real time.

[0062] Specifically, automated monitoring tools and feedback collection systems can be used to identify complaints or feedback immediately when they are submitted by users. These tools can include online questionnaires, social media monitoring, email notification systems, etc.

[0063] Once a customer complaint is detected in the present invention, the system should immediately record the complaint in a database or problem management system to ensure the completeness and accuracy of the information. The recorded information usually includes the content of the complaint, the time of the complaint, the user information, and the type of repeated complaints.

[0064] In specific implementation, the present invention can classify and prioritize customer complaints acquired in real time for quick response. Customer complaints can be classified according to their severity, scope of impact (such as whether it involves all users or individual users), or problem type (such as functionality, performance, technical support, etc.).

[0065] The benefits of this step are that real-time acquisition and recording of customer complaints enables companies to respond quickly to user issues and improve customer satisfaction. When users see that their complaints are handled promptly, they will have a better sense of identity with the company. Timely detection and recording of customer complaints can help companies discover product defects and service loopholes in a timely manner, thereby improving the overall quality of the software and user experience.

[0066] Step S400: Analyze the acquired customer complaint, search for a solution matching the customer complaint from a preset customer complaint database, and identify the problem ID of the solution;

[0067] In the embodiment of the present invention, the customer complaints obtained in real time are analyzed in detail. This step involves automated processing of the complaint content, such as text analysis and information extraction. Through natural language processing (NLP) technology, key key information in the complaint (such as problem type, frequency of occurrence, etc.) can be extracted.

[0068] The customer complaint database in this step is a systematic database preset in the previous step, which contains the records of previous customer complaints and their corresponding solutions. This database contains not only the problem description, but also the problem number, solution description, solution implementation steps and related technical documents.

[0069] In the embodiment of the present invention, the problem library is searched based on the information extracted from the customer complaint to find a solution that matches the complaint content. The matching process can be implemented through techniques such as keyword matching, similarity calculation or machine learning model. If there are multiple potential solutions, the present invention can sort them according to the effectiveness and implementation difficulty of the solutions.

[0070] Regarding identifying the problem number ID in the present invention, specifically, after finding a matching solution, the problem number ID of the solution can be determined through the unique identifier (ID) of the solution pre-marked in the problem library. The problem number ID of the solution is a unique number for each customer complaint when the problem library is established in the previous step, and a script for solving the problem is written.

[0071] In this step, through systematic analysis and matching, effective solutions can be found quickly, thereby reducing the time customers have to wait for problems to be solved. This helps to improve user satisfaction. The establishment and use of the customer complaint database of the present invention allows the team to avoid repeatedly solving similar problems and improve work efficiency.

[0072] For example, when a social media app causes user complaints, the main problem is that the app crashes on a specific phone model. After receiving the complaint, the customer service terminal first analyzes the problem: through text analysis technology, it determines that the user complaint contains keywords such as "crash" and "specific phone model".

[0073] In the present invention, according to the analyzed customer complaint information, by querying the problem database, it is found that there has been a similar problem record before, marked as "problem number 12345", and this problem has been solved. The present invention can automatically search the problem database to find the solution related to the complaint, which is displayed as "update the application version to fix the compatibility issue", and lists the steps to implement the solution.

[0074] And identify the problem ID (12345) from the problem database. Customer service staff can use this number to quickly make follow-up processing records and communicate with customers.

[0075] Through such a process, the present invention can efficiently respond to user complaints, which not only directly improves the efficiency of problem solving, but also ensures the accumulation of knowledge, so that customer service can be further optimized in the future.

[0076] In a further embodiment, the step S400 specifically includes:

[0077] S401, performing content analysis on the acquired customer complaints and parsing the specific contents of the customer complaints;

[0078] In the embodiment of the present invention, the obtained customer complaints are subject to content analysis, and the text of the specific content of the customer complaints is parsed.

[0079] S402, comparing and analyzing the specific content of the analyzed customer complaint with the customer complaint stored in a preset customer complaint database, and finding customer complaint problems whose similarity reaches a predetermined value from the preset customer complaint database;

[0080] In the embodiment of this step, the specific content of the explained customer complaint problem will be matched with the customer complaint problems stored in the preset customer complaint problem library, that is, problems similar to the customer complaint problems are searched from the preset customer complaint problem library for matching. Preferably, in the embodiment of the present invention, customer complaint problems with a similarity reaching a predetermined value, for example, more than 90%, are found from the preset customer complaint problem library.

[0081] Specifically, in this step embodiment, the customer complaint is first analyzed in detail. This process involves extracting key content from the complaint submitted by the customer, such as the type of problem, description, related keywords, and user experience information. Using natural language processing (NLP) technology can help refine this key information.

[0082] A similarity comparison model can be built: for example, a model can be designed to compare the content of the analyzed customer complaints with the content in the preset customer complaint database. The similarity comparison model can use a variety of algorithms, such as cosine similarity, Jaccard similarity, or use embedding models in deep learning technology (such as Word2Vec, BERT, etc.) for more complex semantic understanding.

[0083] The parsed complaint is then compared to each record in the complaint database. The model calculates a similarity score between the parsed question and each database record. This score is used to identify historical issues that are similar to the complaint content.

[0084] When the present invention is implemented, a predetermined value of similarity (such as 80% or 90%) is set according to business needs. Only when the calculated similarity reaches this threshold will the historical question be considered relevant and returned. This ensures that the match found is as accurate as possible.

[0085] Finally, all historical customer complaint records that reach the similarity threshold are output.

[0086] For example, when an online learning platform application receives user feedback: "I cannot access a certain course video, the system prompts an error", the present invention first analyzes the complaint and obtains key information: inaccessible, course video and system error.

[0087] Then, NLP technology can be used to extract keywords such as "inaccessible", "course video" and "system error". The present invention can use the cosine similarity model to formulate a comparison rule to compare the parsed keywords with the content of the question library. The model compares the records in the question library and finds that there was a question record before: "The user cannot access the course video, and the system displays a 404 error". The present invention calculates that the similarity of "The user cannot access the course video, and the system displays a 404 error" is 85%, so it is identified as a related question; then the matching result is output.

[0088] In the embodiment of the present invention, by comparative analysis, the historical problems and solutions most relevant to the current customer complaint can be quickly found, thereby improving the pertinence of problem solving and avoiding ineffective solutions. Automated similarity calculation can save time in manually searching for similar problems, allowing customer needs to be responded to in a shorter time, thereby improving customer satisfaction.

[0089] S403, searching for solutions matching the customer complaint problems from a preset customer complaint problem database according to the customer complaint problems whose similarity reaches a predetermined value;

[0090] In the previous step, the present invention has found historical problems similar to customer complaints through similarity comparison, and determined that the similarity of these problems meets a predetermined threshold. These problems can be regarded as cases with similar characteristics.

[0091] Then, in this step, for each identified similar problem, corresponding solutions will be extracted from the preset customer complaint problem library. Each problem is usually associated with one or more solutions, which are effective measures used in the past to deal with these specific problems.

[0092] In a preferred embodiment, the present invention can screen effective solutions, for example, through historical feedback and the success rate of solutions, the present invention can further screen out solutions with higher effectiveness. This may include detecting to what extent the solution has successfully solved similar problems in the past, such as looking at customer satisfaction and recurrence rate after solving the problem.

[0093] In the embodiments of the present invention, the automated matching and search process can significantly reduce the time required to solve the problem and improve work efficiency. This method enables the selection of solutions more quickly and reduces customer waiting time. And by extracting verified solutions from historical data, it can reduce processing errors caused by unfamiliar problems and improve the accuracy of solutions.

[0094] S404: Find the problem number ID of the solution based on the searched solution that matches the customer complaint.

[0095] In the embodiment of the present invention, since the previous step sets a corresponding solution execution script for each customer complaint problem in the preset customer complaint problem database and sets a corresponding problem number ID, the problem number ID of the solution can be found based on the searched solution matching the customer complaint problem in the embodiment of the present invention.

[0096] Step S500: extracting the script code of the solution corresponding to the customer complaint problem according to the input problem number ID, sending it to the user terminal that generated the customer complaint problem, and controlling the user terminal to automatically execute the extracted script code;

[0097] In the embodiment of this step, after finding the problem number ID of the corresponding solution script based on the user's customer complaint, the script code of the solution corresponding to the customer complaint is extracted based on the problem number ID of the solution script and sent to the user terminal that generated the customer complaint, and the user terminal is controlled to automatically execute the extracted script code.

[0098] Specifically, a customer complaint problem number (ID) input by a customer service staff or a system is received. This ID is an identifier that uniquely identifies the customer problem, and the corresponding historical complaints and related solutions can be found in the problem database.

[0099] Then, the present invention will extract the solution associated with the ID from the preset customer complaint database according to the input ID. These solutions generally include a series of operation steps. In the embodiment of the present invention, each solution exists in the form of a programming script so as to be executed on the user terminal.

[0100] In an embodiment of the present invention, the extracted solution will be converted into an executable script code format. This can be JavaScript, Python, Shell script, etc., depending on the user's terminal system and needs. For example, if the problem is related to a web page, JavaScript code may be generated.

[0101] The extracted script code can be sent to the user terminal through network transmission means (such as API, WebSocket, etc.). This process requires ensuring the security of data transmission to prevent data from being tampered with during transmission.

[0102] Then, after the user terminal receives the script code, the present invention can automatically trigger the execution of the script. To this end, there can be relevant permissions and environment configurations on the user's device to allow automatic execution of the script. For example, the web page can be executed through the browser console, or directly run in a desktop application.

[0103] For example, when a software company receives a customer complaint, the customer feedback is: "The software crashes when starting up", and the ID is "12345". In the present invention, this ID can be entered into the customer complaint processing software system, and the present invention can perform the following steps:

[0104] Enter Question Number ID: Enter the question ID "12345".

[0105] Extracting corresponding solutions: The present invention searches historical records through IDs and finds that corresponding solutions include: checking and repairing installation files, updating software to the latest version, resetting configuration files, etc.

[0106] Formatting script code: After the solution is organized, the following Shell script is generated:

[0107] bash

[0108] #! / bin / bash

[0109] echo "Checking installation files..."

[0110] #Assume that a command is used to check and repair

[0111] fix_installation

[0112] echo"Updating software..."

[0113] update_software

[0114] echo "Resetting configuration..."

[0115] reset_configuration

[0116] Send script code to user terminal: Send this script code to the customer's device through the system.

[0117] The user terminal automatically executes the script code: After receiving the script, the user terminal automatically executes the above script to complete the repair and update of the software problem.

[0118] The advantages of the present invention are: 1) the execution process can be automated: by automatically extracting and executing script codes, the need for manual intervention is reduced, providing users with a concise and efficient solution.

[0119] 2) Users do not need to manually follow multi-step instructions, but only need to wait for the automatically executed process, thus simplifying their operations and improving customer satisfaction.

[0120] 3) Improved accuracy in problem solving: Script codes are generated based on historical experience and successful cases, which can reduce the chance of human error and ensure consistency and accuracy during execution.

[0121] 4) And can respond in real time: quickly implement solutions to handle customer problems in the shortest time possible, reduce customer waiting time, and make users feel higher service efficiency.

[0122] It can be seen that in the embodiment of the present invention, through this method, the customer's problem can be solved within a few seconds without following cumbersome manual instructions, which greatly improves the customer's satisfaction and experience.

[0123] Furthermore, the step S500 specifically includes:

[0124] Step S501, the customer complaint processing software obtains the problem number ID of the input solution;

[0125] In the embodiment of the present invention, the problem ID of the solution found is input into the customer complaint processing software, and the process proceeds to step S502. The customer complaint processing software has an operation terminal on both the user terminal and the customer service terminal.

[0126] Step S502: The customer complaint processing software extracts the script code of the solution corresponding to the customer complaint problem from the customer complaint problem database of the cloud server according to the input problem number ID;

[0127] In this step, the customer complaint processing software at the user end extracts the script code of the solution corresponding to the customer complaint problem from the customer complaint problem database of the cloud server according to the input problem number ID. In the embodiment of the present invention, each solution corresponding to each customer complaint problem has an executable script code. The problem number ID is matched by the corresponding customer complaint problem, and the executable script code for solving the problem is found by the problem number ID.

[0128] Step S503: Send the extracted script code of the solution corresponding to the customer complaint to the user terminal that generated the customer complaint, and control the user terminal to automatically execute the extracted script code to automatically execute according to the solution execution steps.

[0129] In this step, the user terminal finds the corresponding executable script code for solving the problem from the cloud server according to the problem ID, and then controls the user terminal to automatically execute the extracted script code to automatically execute according to the solution execution steps. Software customer complaints can be solved automatically by automatically executing scripts.

[0130] Step S600: The automatic resolution process of the customer complaint is completed by automatically executing the script code. When the script code of the solution corresponding to the customer complaint is executed, a reminder that the customer complaint has been resolved is output.

[0131] In the embodiment of this step, the user terminal is controlled by the automatically executed script code to complete the automatic solution process of the customer complaint problem; when the script code of the solution corresponding to the customer complaint problem is executed, a reminder that the customer complaint problem has been solved is output.

[0132] Specifically, in the embodiment of the present invention, after the user terminal receives and starts the script code corresponding to the problem ID of the customer complaint, the script will automatically perform a series of operations according to the pre-set logic. These operations may include problem diagnosis, data repair, setting reset, etc., and all steps are automatically performed on the user's device.

[0133] In the embodiment of the present invention, the script code corresponding to the problem ID of the customer complaint is downloaded from the cloud server to the user terminal, ensuring that each step can be confirmed upon completion. If a step fails, the script can immediately take remedial measures, such as re-execution, generating an error report, or prompting the user for manual intervention.

[0134] In the embodiment of the present invention, when the script is executed, it will check whether all steps are successfully executed. If all operations are successfully completed, the script will execute an output command to generate a prompt message to inform the user that "the customer complaint has been resolved."

[0135] The output solution reminder can be presented to the user in a variety of ways, such as pop-up windows, system notifications, and email notifications, to ensure that the user can receive feedback immediately and confirm that the problem has been solved.

[0136] In the present invention, the entire solution process can be completed quickly and efficiently through automated script execution, reducing the need for manual intervention, saving time and labor costs. The automated solution process can ensure that each customer's problem is handled according to the same standards and steps, reducing the risk of inconsistent solution results due to human errors. After the problem is solved, feedback information is sent to the user in a timely manner, which can enhance the user's sense of trust and allow the user to maintain a positive experience of the company's services throughout the process.

[0137] In the embodiment of the present invention, the result of each script execution can be recorded by the system, providing a basis for subsequent data analysis and optimization services, and helping the company improve its customer service quality.

[0138] Through this process, users of the present invention only need to wait for the results of automatic processing of customer complaints without manual operation, and finally confirm that the problem is solved. This automated processing mechanism not only improves customer satisfaction, but also enables the company to effectively handle a large number of customer complaints.

[0139] As can be seen from the above, the present invention converts the steps for solving user problems into code scripts, which are automatically executed by the machine. The user only needs to enter a simple number to solve the customer complaint.

[0140] The present invention is further described in detail below through specific application examples;

[0141] This specific application embodiment converts the steps for solving user problems into code scripts, which are automatically executed by a machine. Users only need to enter a simple number to solve customer complaints.

[0142] like Figure 2 As shown, the second embodiment provides a method for handling customer complaints about software based on smart devices, including the following steps:

[0143] Step S10, start, and proceed to step S11;

[0144] Step S11: The customer service terminal categorizes and sorts the customer complaints, outputs the documents, and proceeds to step S12;

[0145] In the embodiment of the present invention, during specific implementation, the customer service personnel terminal automatically classifies and organizes customer complaints, sorts out the customer complaints and their solutions into specific documents, and outputs the documents.

[0146] Step S12: The developer terminal creates a problem solving ID in the server system according to the document, writes a corresponding script code, and then proceeds to step S13;

[0147] In the embodiment of this step, the developer terminal creates a problem number ID for each customer complaint according to the document, writes a corresponding script code, and stores it in the customer complaint resolution system of the server.

[0148] Step S13: The customer service staff terminal receives the customer complaint and proceeds to step S14;

[0149] Step S14: The customer service terminal searches for a matching problem-solving ID from the system and informs the user terminal, and then proceeds to step S15;

[0150] In the embodiment of the present invention, when the customer complaint is received from the user, after the specific problem is confirmed, the corresponding problem solving ID is searched from the server system and provided to the user terminal.

[0151] Step S15, the customer complaint processing software of the user terminal receives the input problem resolution ID and proceeds to step S16;

[0152] Step S16: The customer complaint processing software of the user terminal downloads the script code corresponding to the problem solving ID from the server and automatically executes it, and feeds back the execution result to the user terminal, and then enters step S17.

[0153] In the embodiment of the present invention, the user enters the ID provided by the customer service in the customer complaint processing software of the user terminal device, and the customer complaint processing software obtains the script code from the cloud server and executes it automatically.

[0154] Step S17: The user problem is solved, and the process proceeds to step S18;

[0155] In the embodiment of the present invention, after the script code is executed, the user is prompted to confirm that the problem has been solved.

[0156] Step S18, end.

[0157] It can be seen that in the embodiment of the present invention, the steps for solving user problems are converted into code scripts and automatically executed by the machine. The user only needs to enter a simple number to solve the customer complaint problem, which improves the efficiency of solving customer complaint problems and provides convenience for users.

[0158] Exemplary Devices

[0159] like Figure 3 As shown, an embodiment of the present invention provides a software customer complaint processing device based on an intelligent device, the device comprising:

[0160] The pre-setting module 310 is used to collect various customer complaints in advance, classify and organize the collected customer complaints, and organize the customer complaints and their solutions into specific documents; according to the organized specific documents, create a problem number ID for each customer complaint and its solution, and write a corresponding script code, which is stored in the customer complaint database;

[0161] The customer complaint acquisition module 320 is used to acquire the customer complaint in real time when a software-related customer complaint is detected;

[0162] The customer complaint problem analysis module 330 is used to analyze the acquired customer complaint problems, search for solutions matching the customer complaint problems from a preset customer complaint problem library, and identify the problem number ID of the solution;

[0163] The script extraction and automatic execution module 340 is used to extract the script code of the solution corresponding to the customer complaint problem according to the input problem number ID, send it to the user terminal that generated the customer complaint problem, and control the user terminal to automatically execute the extracted script code;

[0164] The reminder module 350 is used to complete the automatic solution process of the customer complaint problem through the automatically executed script code. When the script code of the solution corresponding to the customer complaint problem is executed, a reminder that the customer complaint problem has been solved is output, as described above.

[0165] Based on the above embodiments, the present invention further provides an intelligent device, whose principle block diagram can be shown as follows: Figure 4As shown. The smart device includes a processor, a memory, a network interface, a display screen, and a database connected through a system bus. Among them, the processor of the smart device is used to provide computing and control capabilities. The memory of the smart device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for the operation of the operating system and the computer program in the non-volatile storage medium. The network interface of the smart device is used to communicate with an external terminal through a network connection. When the computer program is executed by the processor, a software-based customer complaint processing method for smart devices is implemented. The database of the smart device is used to store a software-based customer complaint processing program for smart devices.

[0166] Those skilled in the art will understand that Figure 4 The principle block diagram shown in the figure is only a block diagram of a partial structure related to the solution of the present invention, and does not constitute a limitation on the smart device to which the solution of the present invention is applied. The specific smart device may include more or fewer components than those shown in the figure, or combine certain components, or have a different arrangement of components.

[0167] In one embodiment, a smart device is provided, comprising a memory and one or more programs, wherein the one or more programs are stored in the memory and are configured to be executed by one or more processors, and the one or more programs include instructions for performing the following operations:

[0168] When software-related customer complaints are detected, obtain customer complaint issues in real time;

[0169] Analyze the acquired customer complaints, search for solutions matching the customer complaints from a preset customer complaint database, and identify the problem ID of the solution;

[0170] According to the input problem number ID, extract the script code of the solution corresponding to the customer complaint problem and send it to the user terminal that generated the customer complaint problem, and control the user terminal to automatically execute the extracted script code;

[0171] The automatic resolution process of customer complaints is completed through automatically executed script codes. When the script code of the solution corresponding to the customer complaint is executed, a reminder that the customer complaint has been resolved is output, as described above.

[0172] Wherein, when a software customer complaint is detected, the step of obtaining the customer complaint problem in real time includes:

[0173] Collect various customer complaints in advance, classify and organize the collected customer complaints, and organize the customer complaints and their solutions into specific documents.

[0174] Wherein, when a software customer complaint is detected, the step of obtaining the customer complaint problem in real time includes:

[0175] Based on the organized specific documents, create a problem number ID for each customer complaint and its solution, write the corresponding script code, and store it in the customer complaint problem library.

[0176] The method for handling software customer complaints based on smart devices, wherein when a software customer complaint is detected, the step of obtaining the customer complaint problem in real time also includes:

[0177] Real-time detection of software-related customer complaints;

[0178] When a software-related customer complaint is detected, obtain the customer complaint issue in real time.

[0179] The steps of analyzing the acquired customer complaints, searching for solutions matching the customer complaints from a preset customer complaint database, and identifying the problem ID of the solutions include:

[0180] Conduct content analysis on the acquired customer complaints and parse the specific contents of the customer complaints;

[0181] Comparing and analyzing the specific content of the analyzed customer complaint with the customer complaint stored in a preset customer complaint database, and finding customer complaint problems whose similarity reaches a predetermined value from the preset customer complaint database;

[0182] According to the customer complaints whose similarity reaches a predetermined value, searching for solutions matching the customer complaints from a preset customer complaint database;

[0183] Based on the searched solution that matches the customer complaint, find out the problem number ID of the solution.

[0184] The step of extracting the script code of the solution corresponding to the customer complaint problem according to the input problem number ID and sending it to the user terminal generating the customer complaint problem, and controlling the user terminal to automatically execute the extracted script code comprises:

[0185] The customer complaint handling software obtains the problem number ID of the input solution;

[0186] The customer complaint processing software extracts the script code of the solution corresponding to the customer complaint problem from the customer complaint problem database of the cloud server according to the input problem number ID;

[0187] The extracted script code of the solution corresponding to the customer complaint problem is sent to the user terminal that generates the customer complaint problem, and the user terminal is controlled to automatically execute the extracted script code to automatically execute according to the solution execution steps.

[0188] The automatic solution process of the customer complaint is completed by automatically executing the script code. When the script code of the solution corresponding to the customer complaint is executed, the step of outputting a reminder that the customer complaint has been solved includes:

[0189] Controlling the user terminal through automatically executed script code to complete the automatic resolution process of customer complaints;

[0190] When the script code of the solution corresponding to the customer complaint is executed, a reminder that the customer complaint has been resolved is output, as described above.

[0191] Those skilled in the art can understand that all or part of the processes in the above-mentioned embodiment methods can be completed by instructing the relevant hardware through a computer program, and the computer program can be stored in a non-volatile computer-readable storage medium. When the computer program is executed, it can include the processes of the embodiments of the above-mentioned methods. Among them, any reference to memory, storage, database or other media used in the embodiments provided by the present invention can include non-volatile and / or volatile memory. Non-volatile memory can include read-only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM) or flash memory. Volatile memory can include random access memory (RAM) or external cache memory. As an illustration and not limitation, RAM is available in many forms, such as static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), double data rate SDRAM (DDRSDRAM), enhanced SDRAM (ESDRAM), synchronous link (Synchlink) DRAM (SLDRAM), memory bus (Rambus) direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM).

[0192] In summary, the present invention provides a method, apparatus, smart device and storage medium for handling software customer complaints based on smart devices. The advantages of the present invention are: 1) the execution process can be automated: by automatically extracting and executing script codes, the need for manual intervention is reduced, providing users with a concise and efficient solution.

[0193] 2) Users do not need to manually follow multi-step instructions, but only need to wait for the automatically executed process, thus simplifying their operations and improving customer satisfaction.

[0194] 3) Improved accuracy in problem solving: Script codes are generated based on historical experience and successful cases, which can reduce the chance of human error and ensure consistency and accuracy during execution.

[0195] 4) And can respond in real time: quickly implement solutions to handle customer problems in the shortest time possible, reduce customer waiting time, and make users feel higher service efficiency.

[0196] It can be seen that in the embodiment of the present invention, through this method, the customer's problem can be solved within a few seconds without following cumbersome manual instructions, which greatly improves the customer's satisfaction and experience.

Claims

1. A method for handling customer complaints about software based on smart devices, characterized in that: include: When software-related customer complaints are detected, obtain customer complaint issues in real time; Analyze the acquired customer complaints, search for solutions matching the customer complaints from a preset customer complaint database, and identify the problem ID of the solution; According to the input problem number ID, extract the script code of the solution corresponding to the customer complaint problem and send it to the user terminal that generated the customer complaint problem, and control the user terminal to automatically execute the extracted script code; The automatic resolution process of customer complaints is completed through automatically executed script codes. When the script code of the solution corresponding to the customer complaint is executed, a reminder that the customer complaint has been resolved is output.

2. The method for handling customer complaints about software based on smart devices according to claim 1 is characterized in that: The step of obtaining customer complaint issues in real time when software customer complaints are detected includes: Collect various customer complaints in advance, classify and organize the collected customer complaints, and organize the customer complaints and their solutions into specific documents.

3. The method for handling customer complaints about software based on smart devices according to claim 2 is characterized in that: The step of obtaining customer complaint issues in real time when software customer complaints are detected includes: Based on the organized specific documents, create a problem number ID for each customer complaint and its solution, write the corresponding script code, and store it in the customer complaint database.

4. The method for handling customer complaints about software based on smart devices according to claim 1 is characterized in that: When a software customer complaint is detected, the step of obtaining the customer complaint problem in real time also includes: Real-time detection of software-related customer complaints; When a software-related customer complaint is detected, obtain the complaint issue in real time.

5. The method for handling customer complaints about software based on smart devices according to claim 1 is characterized in that: The steps of analyzing the acquired customer complaints, searching for solutions matching the customer complaints from a preset customer complaint database, and identifying the problem ID of the solution include: Conduct content analysis on the acquired customer complaints and parse the specific contents of the customer complaints; Comparing and analyzing the specific content of the analyzed customer complaint with the customer complaint stored in a preset customer complaint database, and finding customer complaint problems whose similarity reaches a predetermined value from the preset customer complaint database; According to the customer complaints whose similarity reaches a predetermined value, searching for solutions matching the customer complaints from a preset customer complaint database; Based on the searched solution that matches the customer complaint, find out the problem number ID of the solution.

6. The method for handling customer complaints about software based on smart devices according to claim 1, characterized in that: The step of extracting the script code of the solution corresponding to the customer complaint problem according to the input problem number ID and sending it to the user terminal that generated the customer complaint problem, and controlling the user terminal to automatically execute the extracted script code includes: The customer complaint handling software obtains the problem number ID of the input solution; The customer complaint processing software extracts the script code of the solution corresponding to the customer complaint problem from the customer complaint problem database of the cloud server according to the input problem number ID; The extracted script code of the solution corresponding to the customer complaint problem is sent to the user terminal that generates the customer complaint problem, and the user terminal is controlled to automatically execute the extracted script code to automatically execute according to the solution execution steps.

7. The method for handling customer complaints about software based on smart devices according to claim 1, characterized in that: The automatic solution process of the customer complaint is completed by the automatically executed script code. When the script code of the solution corresponding to the customer complaint is executed, the step of outputting a reminder that the customer complaint has been solved includes: Controlling the user terminal through automatically executed script code to complete the automatic resolution process of customer complaints; When the script code of the solution corresponding to the customer complaint is executed, a reminder that the customer complaint has been resolved is output.

8. A software-based customer complaint processing device based on smart devices, characterized in that: The device comprises: A pre-set module is used to collect various customer complaints in advance, classify and organize the collected customer complaints, and organize the customer complaints and their solutions into specific documents; based on the organized specific documents, a problem number ID is created for each customer complaint and its solution, and the corresponding script code is written and stored in the customer complaint database; The customer complaint acquisition module is used to obtain customer complaint issues in real time when software-related customer complaints are detected; A customer complaint analysis module is used to analyze the acquired customer complaint problems, search for solutions matching the customer complaint problems from a preset customer complaint problem library, and identify the problem number ID of the solution; A script extraction and automatic execution module, for extracting the script code of the solution corresponding to the customer complaint problem according to the input problem number ID, sending it to the user terminal that generated the customer complaint problem, and controlling the user terminal to automatically execute the extracted script code; The reminder module is used to complete the automatic resolution process of customer complaints through automatically executed script codes. When the script code of the solution corresponding to the customer complaint problem is executed, a reminder that the customer complaint problem has been resolved is output.

9. A smart device, characterized in that: The device comprises a memory and one or more programs, wherein the one or more programs are stored in the memory and are configured to be executed by one or more processors, and the one or more programs include being used to execute the method according to any one of claims 1 to 7.

10. A computer-readable storage medium, characterized in that: When the instructions in the storage medium are executed by a processor of an electronic device, the electronic device is enabled to execute the method as described in any one of claims 1 to 7.

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