Method for providing service information and electronic equipment

Abstract

The embodiment of the invention discloses a method for providing service information and electronic equipment, and the method comprises the steps: monitoring the in-warehouse staying time of goods corresponding to an order from the order generation moment after an order generation event is monitored and the order enters a delivery process; if the in-warehouse staying duration exceeds a threshold value, pre-estimating whether the order may have delayed delivery abnormity or not according to the information of the order and information acquired from a corresponding delivery warehouse end; and if it is estimated that delayed delivery abnormity may occur in the order, active service information is provided for the user. According to the embodiment of the invention, the consultation amount of the user can be reduced, the occupation of customer service resources is reduced, and the user experience is improved.

Description

Technical Field

[0001] The present application relates to the field of information processing technology, and in particular to a method and electronic device for providing service information. Background Art

[0002] In the product information service system, there are often cases where some orders are delayed in delivery, which may trigger a large number of user inquiries. For example, a user places an order for a certain product online, and the store promises to ship it within 48 hours. However, if it is still not shipped after 48 hours of placing the order, the user is likely to initiate an inquiry to ask what caused the delayed delivery, etc. However, since most of the delayed delivery is caused by reasons on the warehouse side, and this information is unknown to the consulting side, it is difficult to respond to the user's inquiry request through the automated service process, and can only enter the manual service process, which causes a large amount of manual service resources to be occupied. Summary of the invention

[0003] The present application provides a method and electronic device for providing service information, which can reduce the amount of user consultation, reduce the occupation of customer service resources, and also help to improve user experience.

[0004] This application provides the following solutions:

[0005] A method for providing service information, comprising:

[0006] After an order generation event is monitored and the order enters the delivery process, the length of time the goods corresponding to the order stay in the warehouse from the time the order is generated is monitored;

[0007] If the length of time the order stays in the warehouse exceeds a threshold, an estimate is made as to whether the order is likely to be delayed in shipment based on the order information and information obtained from the corresponding shipping warehouse;

[0008] If it is estimated that the order may be delayed in delivery, proactive service information is provided to the user.

[0009] The estimating whether the order may be delayed in delivery includes:

[0010] If the order is marked with a promised delivery time limit and no exemption or pre-sale order is declared, determine whether it falls into one or more of the following situations:

[0011] The average delivery time of the shipping warehouse dimension is greater than the difference between the promised delivery time and the preset adjustment threshold;

[0012] The shipping warehouse's daily transportation capacity is less than the sum of the actual number of shipped orders and the remaining number of unshipped orders on that day;

[0013] The latest delivery time calculated according to the promised delivery time is later than the delivery deadline of the delivery warehouse on the same day;

[0014] If so, it is determined that the order is an order that may be subject to delayed delivery exception.

[0015] The estimating whether the order may be delayed in delivery includes:

[0016] If the order does not carry a promised delivery time limit mark, and the warehouse stay time exceeds the system default estimated delivery time limit, no exemption is declared, and it is not a pre-sale order, it is determined whether it belongs to one or more of the following situations:

[0017] The average delivery time of the delivery warehouse dimension is greater than the difference between the system default estimated delivery time and the preset adjustment threshold;

[0018] The shipping warehouse's daily transportation capacity is less than the sum of the actual number of shipped orders and the remaining number of unshipped orders on that day;

[0019] The latest delivery time calculated according to the system's default estimated delivery time is later than the delivery deadline of the delivery warehouse on the same day;

[0020] If so, it is determined that the order is an order that may be subject to delayed delivery exception.

[0021] Before monitoring the duration of stay in the warehouse, the method further includes:

[0022] Determine whether the user associated with the order is a time-sensitive user, and / or whether the product is a time-sensitive product. If so, trigger the monitoring of the length of stay in the warehouse and subsequent steps.

[0023] Wherein, providing active service information to users includes:

[0024] Send a message to the shipping warehouse to urge shipment, and provide the result information to the user.

[0025] Wherein, providing active service information to users also includes:

[0026] If the result of urging shipment is that the shipping warehouse has not responded within the time limit, an upgraded warning message about the order will be sent to the warehouse, and notification information about the sending of the upgraded warning message will be provided to the user.

[0027] Wherein, providing active service information to users also includes:

[0028] If the warehouse party still fails to complete the shipment within the threshold time after receiving the upgraded warning information, a shipment compensation plan will be provided to the user, and the shipment compensation plan includes: automatic compensation or compensation to the user after the user confirms acceptance.

[0029] A computer-readable storage medium stores a computer program, which, when executed by a processor, implements the steps of any of the methods described above.

[0030] An electronic device, comprising:

[0031] one or more processors; and

[0032] A memory associated with the one or more processors, the memory being used to store program instructions, wherein the program instructions, when read and executed by the one or more processors, execute the steps of any of the methods described above.

[0033] A computer program product comprises a computer program / computer executable instructions, wherein the computer program / computer executable instructions implement the steps of any of the aforementioned methods when executed by a processor in an electronic device.

[0034] According to the specific embodiments provided in this application, this application discloses the following technical effects:

[0035] Through the embodiments of the present application, after the user places an order, the storage time of the order-related goods can be monitored. If it exceeds a certain threshold, it can be estimated whether the order will be delayed in delivery. If so, active services can be provided to the user, for example, proactive help can be provided to the warehouse to urge delivery, or compensation solutions can be provided. In this way, the number of user inquiries can be reduced, the occupation of customer service resources can be reduced, and it is also conducive to improving user experience.

[0036] Of course, any product implementing the present application does not necessarily need to achieve all of the advantages described above at the same time. BRIEF DESCRIPTION OF THE DRAWINGS

[0037] In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings required for use in the embodiments will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0038] Figure 1 It is a schematic diagram of the system architecture provided by the embodiment of the present application;

[0039] Figure 2 is a flow chart of the method provided in the embodiment of the present application;

[0040] Figure 3 It is a schematic diagram of the first interface provided in an embodiment of the present application;

[0041] Figure 4 is a schematic diagram of a second interface provided in an embodiment of the present application;

[0042] Figure 5 It is a schematic diagram of an electronic device provided in an embodiment of the present application. DETAILED DESCRIPTION

[0043] The following will be combined with the drawings in the embodiments of the present application to clearly and completely describe the technical solutions in the embodiments of the present application. Obviously, the described embodiments are only part of the embodiments of the present application, not all of the embodiments. All other embodiments obtained by ordinary technicians in this field based on the embodiments in the present application belong to the scope of protection of this application.

[0044] In order to facilitate understanding of the solution provided by the embodiment of the present application, it should be noted that, in the commodity information service system, for some small-scale stores, the order volume may be relatively small, and the specific reasons for delayed delivery can be explained to the user through manual customer service, and corresponding solutions (for example, compensation of a certain amount of money, etc.) can also be provided. However, in the commodity information service system, it is usually not only possible to support third-party merchants to open their own stores in the system, but also the commodity information service system can be a store directly operated by the system in the system. For example, a certain commodity information service system can open a store with a name such as "×× Supermarket" (where "××" can usually be related to the abbreviation of the commodity information service system, etc.) directly operated. In the scenario of such a direct-operated store opened by the commodity information service system, since the volume of goods in the store is usually relatively large and involves a variety of different categories, the order volume generated by such a store is usually also relatively large. In this case, if a large number of orders are delayed in delivery during a certain period of time, the amount of user consultation generated will also be very large, which will occupy a large amount of system resources.

[0045] In addition, the goods sold in stores directly operated by this system can be goods purchased from multiple different merchants, or they can be goods produced by entrusting manufacturers with their own brands, etc. No matter what the specific goods are, the goods can be stocked in the warehouse corresponding to the store (there may be warehouses built in multiple regions, so the goods can be stocked in warehouses in multiple regions to achieve the purpose of nearby delivery, etc.). After the user places an order through the store, the goods will be shipped to the user from this warehouse.

[0046] In the case where the same warehouse undertakes the delivery task of multiple orders, a large number of orders may be delayed due to the same warehouse. For example, due to rain or typhoons, the delivery of a warehouse is hindered and cannot be delivered on time, but the sales end and the consulting end on the sales side (the service end that provides consulting services to users) may not be aware of the situation on the warehouse side. In the prior art, it is usually when the user finds that his order is not delivered on time that he initiates a consultation with the consulting end. After receiving the consultation request, the consulting end clusters the consultation requests and finds that they are all goods from a certain warehouse. Then, the warehouse end can be contacted to understand the reason for the failure to deliver on time, and then respond to the user. In other words, in the prior art, it is usually the user who first discovers the abnormality of delivery and initiates the consultation. Only then will the consulting end further communicate with the warehouse end to understand the reason. Although after the number of consultations hitting the same warehouse reaches a certain level, active services may be initiated to other users who have not yet initiated consultations, the occupation of system resources such as human resources by the consultations that have been generated has also occurred.

[0047] In view of the above situation, in the embodiment of the present application, the order generation event can be monitored. If an order has entered the delivery process, the length of time the order goods stay in the warehouse (starting from the time the order can be placed) can be monitored. If it is found that the length of time in the warehouse exceeds a certain threshold, it can be predicted whether the order will have a delayed delivery exception, and active services can be provided for orders that may have delayed exceptions. For example, it can urge the warehouse to ship on behalf of the user, and feedback the urging results to the user, or it can also provide the user with corresponding compensation and other alternative solutions, etc. In this way, the amount of user consultation services can be effectively reduced, which is conducive to reducing service costs such as human resources.

[0048] From the perspective of system architecture, see Figure 1, the embodiment of the present application can provide an active service module at the consulting end of the commodity information service system, or a separate active service module can be provided in the commodity information service system, etc., and the active service module can be used to monitor order generation events, time the length of stay in the warehouse, estimate delayed delivery anomalies, and actively urge the warehouse end to ship when a delayed delivery anomaly is found. It can also provide users with notification messages of the active service (related information can be carried through service information cards, etc.); if the goods are still not shipped for a long time after urging them to ship, it can also upgrade the warehouse end and provide users with active services such as compensation, etc. Among them, when monitoring order generation events, it can be achieved by monitoring the order service end of the system, and when predicting delayed delivery anomalies, it can be obtained from the warehouse end. Specific information, including the average of the warehouse's shipping period, the day's transportation capacity, the day's shipping deadline, etc., can be obtained. In addition, in a preferred manner, the above-mentioned active service module can also analyze the causes and effects of delayed shipments, and optimize related scenarios.

[0049] The specific implementation scheme provided in the embodiments of the present application is described in detail below.

[0050] First, the present application embodiment provides an order information processing method, see Figure 2 , the method may include:

[0051] S201: After an order generation event is monitored and the order enters the delivery process, the length of time the goods corresponding to the order stay in the warehouse from the time the order is generated is monitored.

[0052] After the user selects a product in the product information service system and places an order, the system can generate an order, and accordingly, the active service module of the embodiment of the present application can monitor this event. It should be noted here that in the embodiment of the present application, a specific order can refer to all orders in the product information service system, or it can also refer specifically to an order generated after placing an order for the products in the store operated by the aforementioned system. Since the warehouse corresponding to such a store is relatively large and involves more categories of goods, it is more suitable to adopt the method in the embodiment of the present application for unified management. It should also be noted that the order in the embodiment of the present application can generally refer to an order for spot goods. For some pre-sale products, since the delivery time is usually longer and the user's attention to the delivery time is relatively low, it is not within the service scope of the embodiment of the present application.

[0053] After the order generation event is monitored, since the order of spot goods will enter the delivery process, the length of time the goods corresponding to the order stay in the warehouse from the moment the order is generated can also be monitored. In other words, for spot goods, it is assumed that the corresponding goods are already in stock in the warehouse. Therefore, the time period from the moment the order is placed to before delivery is the time spent in the warehouse. In specific implementation, the length of time the goods corresponding to the order stay in the warehouse can be counted at the moment the order is generated, and the delivery events on the warehouse side can be monitored at the same time. If the warehouse has not delivered a certain order, the length of time the goods corresponding to the order stay in the warehouse will continue to accumulate. If the warehouse completes the delivery of the order, the timing stops.

[0054] S202: If the duration of stay in the warehouse exceeds a threshold, whether the order may be delayed in delivery is estimated based on the order information and the information obtained from the corresponding delivery warehouse.

[0055] If the length of time a specific order stays in the warehouse exceeds a preset threshold, it is possible to estimate whether the order may be delayed in delivery. Specifically, it can be estimated based on the information of the order and the information obtained from the corresponding delivery warehouse. The order information can include information about the goods associated with the order, whether the order is an order for which the merchant has promised a delivery time, etc. The information on the delivery warehouse side can specifically include the average delivery time of the delivery warehouse (that is, the average time required from the generation of an order to the completion of delivery by the warehouse), the transportation capacity of the day (transportation capacity refers to the sum of various resources such as sorting and packaging required during the delivery process, which can usually be described by the number of orders that can be delivered within one day), the delivery deadline, and so on.

[0056] Specifically, when predicting whether an order may be delayed in delivery, we can first determine whether the order has a promised delivery time limit mark. The promised delivery time limit mark is usually added by the merchant. If the merchant promises that a certain product can be delivered within 48 hours or other time frames, the label can be displayed on the product list page, detail page, etc., making it a "selling point" of the product, etc. For such orders with promised delivery time limit marks, if the order has not been declared exempted and is not a pre-sale order, we can check whether one or more of the following conditions are met:

[0057] Condition 1: The average delivery time of the shipping warehouse dimension is greater than the difference between the promised delivery time and the preset adjustment threshold;

[0058] Condition 2: The shipping warehouse's transportation capacity on the day is less than the sum of the actual number of shipped orders and the remaining number of unshipped orders on the day;

[0059] Condition 3: The latest delivery time calculated according to the promised delivery time is later than the delivery deadline of the delivery warehouse on the same day.

[0060] If one or more of the above conditions are met, the order is likely to be delayed in delivery.

[0061] Regarding condition 1, it is mainly to estimate whether the order may have delayed delivery exceptions from the perspective of the average delivery time of the warehouse. Among them, the above-mentioned preset adjustment threshold can be determined according to actual needs, for example, it can be 1 hour, or it can also be other values, the purpose is to expand the scope of proactive service. For example, assuming that the promised delivery time of an order is 24 hours, the corresponding delivery time of the delivery warehouse is an average of 6 hours, and the above-mentioned adjustment threshold is 1 hour, then because 6 hours < (24 hours - 1 hour), therefore, condition 1 is not met (of course, the subsequent two conditions need to be judged, as long as one of the conditions is met, it is a case where delayed delivery exceptions may occur). While in the case where other values ​​remain unchanged, if the average delivery time of a delivery warehouse is 30 hours or even longer, it belongs to the situation that meets condition 1, that is, 30 hours > (24 hours - 1 hour), at this time, the order can be directly predicted as an order that may have delayed delivery exceptions.

[0062] Regarding condition 2, it is mainly to estimate whether the order will be delayed in terms of transportation capacity. The so-called transportation capacity is the warehouse's shipping capacity, which can usually be measured by the number of orders that the warehouse can complete within one day. For example, assuming that according to the promised delivery time, an order is shipped on November 2, the warehouse's transportation capacity for that day is 1,000 orders, and the sum of the actual number of orders shipped on that day and the remaining number of orders that have not been shipped on that day is 1,500 orders, then the order may also be delayed.

[0063] Condition 3 mainly evaluates whether an order will be delayed from the perspective of the warehouse's delivery deadline. For example, if an order is placed at 21:00 on November 1 and the promised delivery time is 24 hours, the latest delivery time calculated according to the promised delivery time is 21:00 on November 2. However, the warehouse's delivery deadline on that day is 20:00, so this order is also an order that may be delayed.

[0064] In short, if an order meets any one or more of the above conditions, it can be predicted as an order that may experience delayed delivery exceptions.

[0065] In addition, there are some orders that may not be marked with a promised delivery time limit, which means that the store has not promised a delivery time limit. However, in order to improve the user experience, the system side usually sets a system default estimated delivery time limit. For example, the system default delivery time limit for spot orders may be 48 hours, etc. Therefore, for such orders that do not have a promised delivery time limit mark, when estimating whether they may cause delayed delivery anomalies, you can also use the system's default estimated delivery time limit to determine whether they may cause delayed delivery anomalies. Specifically, if a specific order does not have a promised delivery time limit mark, and the length of time it stays in the warehouse has exceeded the system's default estimated delivery time limit, no exemption has been declared, and it is not a pre-sale order, then determine whether it belongs to one or more of the following situations:

[0066] Condition 1: The average delivery time of the delivery warehouse dimension is greater than the difference between the system default estimated delivery time and the preset adjustment threshold;

[0067] Condition 2: The shipping warehouse's transportation capacity on the day is less than the sum of the actual number of shipped orders and the remaining number of unshipped orders on the day;

[0068] Condition 3: The latest delivery time calculated according to the system's default estimated delivery time is later than the delivery deadline of the delivery warehouse on the same day;

[0069] If so, it can be determined that the order is an order that may be subject to delayed delivery exceptions.

[0070] Among them, the above conditions 1 to 3 all correspond to the aforementioned situation with the promised delivery time mark. The only difference is that the "promised delivery time" is changed to "system default estimated delivery time", which will not be elaborated here.

[0071] S203: If it is estimated that the order may be delayed in delivery, proactive service information is provided to the user.

[0072] After estimating that a certain order may be delayed in delivery, proactive service information can be provided to specific users. There are many ways to provide proactive service information. For example, you can proactively send a message to the warehouse to urge delivery, and provide the result of the urging delivery (whether the warehouse has replied, etc.) to the user, or you can provide other alternative solutions to the user, such as paying a certain amount of money, etc. In other words, there is no need to wait until the user initiates a consultation or after-sales service request before urging delivery or paying compensation, thereby reducing the amount of consultation or after-sales service, and reducing the occupation of service resources such as manpower.

[0073] Specifically, when providing active service information to users, there can be many forms, for example, a message card can be sent to the user through a system message, in which the user can be prompted by text or other means to know what active services the system has provided for the user. For example, if the user is urged to ship the goods, the specific information card provided to the user can be as follows: Figure 3 (A) is shown, in which the displayed text content may include: "Dear, the order you purchased from ×× Supermarket is being prepared for shipment. It is expected to be shipped on × / × / ×. It is now approaching the shipping time. ×× (nickname of the smart customer service) sees that the goods have not been sent to you yet, and has urged the warehouse to expedite the shipment. I will continue to help you pay attention to the progress of your order and communicate with you as soon as there is any information. Please rest assured and leave it to me."

[0074] After providing the proactive delivery urging service, you can further pay attention to the warehouse's response. If the warehouse fails to respond within the time limit, you can also provide proactive services related to upgraded warnings to the warehouse, so that the warehouse can pay further attention to the delivery of the order. If the warehouse still fails to deliver the goods in time, you can also provide users with solutions such as compensation. At the same time, you can report the above situation to the user. For example, the information card displayed to the user at this time can be as follows: Figure 3 (B) is shown, in which the text content displayed may include: "Dear, the order you purchased from ×× Supermarket is being prepared for shipment. It is expected to be shipped on × / × / ×. Now it is approaching the shipping time. ×× (nickname of the smart customer service) sees that the goods have not been sent to you yet, and has urged the warehouse to expedite the shipment to you, but the warehouse has not replied to me yet. Don't worry, I have upgraded the process for you. If the warehouse still fails to ship the goods to you in time later, I will apply for shipping compensation for you first, and give priority to protecting your rights. Please rest assured."

[0075] After completing the proactive service of the above-mentioned upgrade warning, the warehouse's delivery status can be further monitored. If the delivery is still not completed within the threshold time, the user can be provided with proactive services regarding the delivery compensation plan. Among them, the delivery compensation plan mainly provides compensation to users. In specific implementation, one way is to automatically provide compensation, that is, if the warehouse has not delivered the goods after the upgrade warning is issued, the compensation will be automatically transferred to the user's account; or, in another way, the user can be compensated after confirming acceptance, and so on. For example, for the former, the display style of the relevant proactive service card can be as follows: Figure 4 As shown in (A), a prompt message indicating that the relevant compensation has been received can be displayed; for the latter, the display style of the relevant active service card can be as follows Figure 4As shown in (B), the content of the specific compensation plan can be displayed, and options such as "Agree" can be provided for the user to confirm. If the user clicks on this option, the corresponding compensation can be transferred to the user's payment account. If the user does not click, it can be assumed that the user does not agree, and there is no need to perform related operations to transfer the compensation to the user's payment account, etc.

[0076] The above is an introduction to the active service solution provided in the embodiment of the present application. In actual applications, since the number of orders may be very large, the number of orders that meet the active service requirements will also be large, so that the service capacity of the active service may be exceeded. Therefore, in the specific implementation, before monitoring the length of stay in the warehouse, it is also possible to determine whether the user associated with the specific order is a time-sensitive user, and / or whether the product associated with the order is a time-sensitive product. If so, the monitoring of the length of stay in the warehouse and subsequent steps are triggered. In other words, the above-mentioned active service can be provided only to some time-sensitive users or products. If the user is not sensitive to time and the product is not a time-sensitive product, it is not necessary to provide the above-mentioned active service.

[0077] Among them, the identification of the time sensitivity of users and goods can be performed in parallel with the monitoring in the aforementioned active service process. That is to say, there can be another system for identifying the time sensitivity of users and goods. The identification results can be saved. After the active service module monitors an order, the identification results of the user and the goods' time sensitivity can be obtained from the above-mentioned saved information. Of course, in the specific implementation, after monitoring an order, it is also possible to obtain historical behavior data related to the user, analyze its time sensitivity, and so on.

[0078] Specifically, when identifying the user's sensitivity to timeliness, there can be multiple ways. For example, one way is to determine whether the user is sensitive to delivery timeliness based on the user's historical behavior records. Specific historical behavior records may include: whether the user has initiated a consultation request regarding the service progress after initiating an after-sales service request, whether the user has initiated an after-sales service request due to logistics timeliness, and / or whether the user has expressed a negative evaluation of logistics timeliness in the published evaluation content, etc. For example, assuming that a user has initiated a consultation request regarding the service progress after initiating an after-sales service request, or if a user has initiated an after-sales service request due to logistics timeliness, or has expressed a negative evaluation of logistics timeliness in the published evaluation content, it can be proved that the user may be sensitive to delivery timeliness and have a low tolerance, and therefore, can be identified as a timeliness-sensitive user, etc.

[0079] The time sensitivity of goods can be judged mainly based on the category of goods, whether they are seasonal goods, whether they are necessities in the current public events, etc. For example, if it is the peak season for respiratory diseases such as influenza, then masks may be time-sensitive goods, and so on.

[0080] Through the above-mentioned judgment on the delivery time sensitivity of users and goods, more targeted proactive services can be provided for some time-sensitive orders. Of course, when the service capacity increases, the judgment conditions for delivery time sensitivity can also be relaxed so that more orders can be included in the scope of proactive services.

[0081] In addition, in actual applications, in addition to providing users with proactive services such as expedited delivery and compensation, the causes and impacts of delayed delivery can also be analyzed, and related scenarios can be optimized.

[0082] In short, through the embodiments of the present application, after the user places an order, the storage time of the order-related goods can be monitored. If it exceeds a certain threshold, it can be estimated whether the order will be delayed in delivery. If so, active services can be provided to the user, for example, proactively helping to urge the warehouse to ship the goods, or providing solutions such as compensation. In this way, the number of user inquiries can be reduced, the occupation of customer service resources can be reduced, and it is also conducive to improving user experience.

[0083] It should be noted that the embodiments of the present application may involve the use of user data. In actual applications, user-specific personal data can be used in the scheme described herein within the scope permitted by applicable laws and regulations, subject to the requirements of applicable laws and regulations of the country where the user is located (for example, with the user's explicit consent, effective notification to the user, etc.).

[0084] Corresponding to the foregoing method embodiment, the embodiment of the present application further provides a device for providing service information, which may include:

[0085] A time monitoring unit is used to monitor the storage time of the goods corresponding to the order from the moment the order is generated after the order is generated and the order enters the delivery process;

[0086] An abnormality prediction unit is used to predict whether the order may be delayed in delivery based on the information of the order and the information obtained from the corresponding delivery warehouse if the duration of the order staying in the warehouse exceeds a threshold;

[0087] The active service unit is used to provide active service information to the user if it is estimated that the order may be delayed in delivery.

[0088] The abnormality prediction unit may be specifically used for:

[0089] If the order is marked with a promised delivery time limit and no exemption or pre-sale order is declared, determine whether it falls into one or more of the following situations:

[0090] The average delivery time of the shipping warehouse dimension is greater than the difference between the promised delivery time and the preset adjustment threshold;

[0091] The shipping warehouse's daily transportation capacity is less than the sum of the actual number of shipped orders and the remaining number of unshipped orders on that day;

[0092] The latest delivery time calculated according to the promised delivery time is later than the delivery deadline of the delivery warehouse on the same day;

[0093] If so, it is determined that the order is an order that may be subject to delayed delivery exception.

[0094] Alternatively, the abnormality prediction unit may be specifically used for:

[0095] If the order does not carry a promised delivery time limit mark, and the warehouse stay time exceeds the system default estimated delivery time limit, no exemption is declared, and it is not a pre-sale order, it is determined whether it belongs to one or more of the following situations:

[0096] The average delivery time of the delivery warehouse dimension is greater than the difference between the system default estimated delivery time and the preset adjustment threshold;

[0097] The shipping warehouse's daily transportation capacity is less than the sum of the actual number of shipped orders and the remaining number of unshipped orders on that day;

[0098] The latest delivery time calculated according to the system's default estimated delivery time is later than the delivery deadline of the delivery warehouse on the same day;

[0099] If so, it is determined that the order is an order that may be subject to delayed delivery exception.

[0100] In a specific implementation, the device may further include:

[0101] The sensitive user / goods determination unit is used to determine whether the user associated with the order is a time-sensitive user and / or whether the good is a time-sensitive good before monitoring the length of time in the warehouse. If so, triggering the execution of the monitoring of the length of time in the warehouse and subsequent steps.

[0102] The active service unit can be used for:

[0103] Send a message to the shipping warehouse to urge shipment, and provide the result information to the user.

[0104] Alternatively, the active service unit may also be used for:

[0105] If the result of urging shipment is that the shipping warehouse has not responded within the time limit, an upgraded warning message about the order will be sent to the warehouse, and notification information about the sending of the upgraded warning message will be provided to the user.

[0106] In specific implementation, the active service unit can also be used for:

[0107] If the warehouse party still fails to complete the shipment within the threshold time after receiving the upgraded warning information, a shipment compensation plan will be provided to the user, and the shipment compensation plan includes: automatic compensation or compensation to the user after the user confirms acceptance.

[0108] In addition, an embodiment of the present application further provides a computer-readable storage medium on which a computer program is stored, and when the program is executed by a processor, the steps of any one of the methods in the aforementioned method embodiments are implemented.

[0109] And an electronic device, comprising:

[0110] one or more processors; and

[0111] A memory associated with the one or more processors, the memory being used to store program instructions, wherein the program instructions, when read and executed by the one or more processors, execute the steps of the method described in any one of the aforementioned method embodiments.

[0112] A computer program product includes a computer program / computer executable instructions, which, when executed by a processor in an electronic device, implement the steps of the method described in the aforementioned method embodiment.

[0113] in, Figure 5 The architecture of the electronic device is shown as an example, which may include a processor 510, a video display adapter 511, a disk drive 512, an input / output interface 513, a network interface 514, and a memory 520. The processor 510, the video display adapter 511, the disk drive 512, the input / output interface 513, the network interface 514, and the memory 520 may be communicatively connected via a communication bus 530.

[0114] Among them, the processor 510 can be implemented by a general-purpose CPU (Central Processing Unit, processor), a microprocessor, an application specific integrated circuit (Application Specific Integrated Circuit, ASIC), or one or more integrated circuits, etc., to execute relevant programs to implement the technical solution provided in this application.

[0115] The memory 520 can be implemented in the form of ROM (Read Only Memory), RAM (Random Access Memory), static storage device, dynamic storage device, etc. The memory 520 can store an operating system 521 for controlling the operation of the electronic device 500, and a basic input and output system (BIOS) for controlling the low-level operation of the electronic device 500. In addition, a web browser 523, a data storage management system 524, and a service information processing system 525, etc. can also be stored. The above-mentioned service information processing system 525 can be an application program that specifically implements the operations of the aforementioned steps in the embodiment of the present application. In short, when the technical solution provided by the present application is implemented by software or firmware, the relevant program code is stored in the memory 520 and is called and executed by the processor 510.

[0116] The input / output interface 513 is used to connect the input / output module to realize information input and output. The input / output module can be configured in the device as a component (not shown in the figure), or it can be externally connected to the device to provide corresponding functions. The input device may include a keyboard, a mouse, a touch screen, a microphone, various sensors, etc., and the output device may include a display, a speaker, a vibrator, an indicator light, etc.

[0117] The network interface 514 is used to connect to a communication module (not shown) to realize communication interaction between the device and other devices. The communication module can realize communication through a wired mode (such as USB, network cable, etc.) or a wireless mode (such as mobile network, WIFI, Bluetooth, etc.).

[0118] The bus 530 comprises a pathway for transmitting information between the various components of the device (eg, the processor 510, the video display adapter 511, the disk drive 512, the input / output interface 513, the network interface 514, and the memory 520).

[0119] It should be noted that, although the above device only shows a processor 510, a video display adapter 511, a disk drive 512, an input / output interface 513, a network interface 514, a memory 520, a bus 530, etc., in the specific implementation process, the device may also include other components necessary for normal operation. In addition, it can be understood by those skilled in the art that the above device may also only include components necessary for implementing the solution of the present application, and does not necessarily include all the components shown in the figure.

[0120] It can be known from the description of the above implementation methods that those skilled in the art can clearly understand that the present application can be implemented by means of software plus a necessary general hardware platform. Based on such an understanding, the technical solution of the present application can be essentially or partly contributed to the prior art in the form of a software product, which can be stored in a storage medium such as ROM / RAM, a magnetic disk, an optical disk, etc., and includes several instructions for enabling a computer device (which can be a personal computer, a server, or a network device, etc.) to execute the methods described in the various embodiments of the present application or certain parts of the embodiments.

[0121] Each embodiment in this specification is described in a progressive manner, and the same or similar parts between the embodiments can refer to each other, and each embodiment focuses on the differences from other embodiments. In particular, for the system or system embodiment, since it is basically similar to the method embodiment, the description is relatively simple, and the relevant parts can refer to the partial description of the method embodiment. The system and system embodiments described above are merely schematic, wherein the units described as separate components may or may not be physically separated, and the components displayed as units may or may not be physical units, that is, they may be located in one place, or they may be distributed on multiple network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the scheme of this embodiment. Ordinary technicians in this field can understand and implement it without creative work.

[0122] The above is a detailed introduction to the method and electronic device for providing service information provided by the present application. The principles and implementation methods of the present application are described in detail using specific examples. The description of the above embodiments is only used to help understand the method and core idea of ​​the present application. At the same time, for those skilled in the art, according to the idea of ​​the present application, there will be changes in the specific implementation methods and application scope. In summary, the content of this specification should not be understood as limiting the present application.

Claims

1. A method for providing service information, characterized in that: include: After an order generation event is monitored and the order enters the delivery process, the length of time the goods corresponding to the order stay in the warehouse from the time the order is generated is monitored; If the storage time exceeds the threshold, whether the order may be delayed in delivery is estimated based on the order information and the information obtained from the corresponding delivery warehouse; If it is estimated that the order may be delayed in delivery, proactive service information is provided to the user.

2. The method according to claim 1, characterized in that The estimation of whether the order may be delayed in delivery includes: If the order is marked with a promised delivery time limit and no exemption or pre-sale order is declared, determine whether it falls into one or more of the following situations: The average delivery time of the shipping warehouse dimension is greater than the difference between the promised delivery time and the preset adjustment threshold; The shipping warehouse's daily transportation capacity is less than the sum of the actual number of shipped orders and the remaining number of unshipped orders on that day; The latest delivery time calculated according to the promised delivery time is later than the delivery deadline of the delivery warehouse on the same day; If so, it is determined that the order is an order that may be subject to delayed delivery exception.

3. The method according to claim 1, characterized in that: The estimation of whether the order may be delayed in delivery includes: If the order does not carry a promised delivery time limit mark, and the warehouse stay time exceeds the system default estimated delivery time limit, no exemption is declared, and it is not a pre-sale order, it is determined whether it belongs to one or more of the following situations: The average delivery time of the delivery warehouse dimension is greater than the difference between the system default estimated delivery time and the preset adjustment threshold; The shipping warehouse's daily transportation capacity is less than the sum of the actual number of shipped orders and the remaining number of unshipped orders on that day; The latest delivery time calculated according to the system's default estimated delivery time is later than the delivery deadline of the delivery warehouse on the same day; If so, it is determined that the order is an order that may be subject to delayed delivery exception.

4. The method according to claim 1, characterized in that: Before monitoring the duration of stay in the warehouse, the method further includes: Determine whether the user associated with the order is a time-sensitive user, and / or whether the product is a time-sensitive product. If so, trigger the execution of the monitoring of the length of stay in the warehouse and subsequent steps.

5. The method according to claim 1, characterized in that The provision of active service information to users includes: Send a message to the shipping warehouse to urge shipment, and provide the result information to the user.

6. The method according to claim 5, characterized in that The providing active service information to the user also includes: If the result of urging shipment is that the shipping warehouse has not responded within the time limit, an upgraded warning message about the order will be sent to the warehouse, and notification information about the sending of the upgraded warning message will be provided to the user.

7. The method according to claim 6, characterized in that The providing active service information to the user also includes: If the warehouse party still fails to complete the shipment within the threshold time after receiving the upgraded warning information, a shipment compensation plan will be provided to the user, and the shipment compensation plan includes: automatic compensation or compensation to the user after the user confirms acceptance.

8. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the program is executed by a processor, the steps of the method described in any one of claims 1 to 7 are implemented.

9. An electronic device, characterized in that: include: one or more processors; as well as A memory associated with the one or more processors, the memory being used to store program instructions, wherein the program instructions, when read and executed by the one or more processors, execute the steps of the method described in any one of claims 1 to 7.

10. A computer program product comprising a computer program / computer executable instructions, characterized in that: When the computer program / computer executable instructions are executed by a processor in an electronic device, the steps of the method according to any one of claims 1 to 7 are implemented.

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