Method for providing service information and electronic equipment

Abstract

The embodiment of the invention discloses a method for providing service information and electronic equipment. The method comprises the following steps: monitoring an event that a user initiates an after-sales service request; after an event that a target user initiates an after-sales service request for a target order is monitored, obtaining a routing result of the request; and if the request does not hit an automatic processing flow and enters a manual service processing flow, and manual service reply information for the request is not monitored within a first target time length, providing active service information related to the after-sales service request for the user. According to the embodiment of the invention, the occupation of system resources in the process of initiating the consultation request for the after-sales service request by the user can be reduced.

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, users will be provided with after-sales services such as refunds and returns. If the user encounters a situation where the delivery is too slow or the product is not satisfactory after the purchase of a certain product, he or she can choose to request a refund or both a refund and a return. After initiating such an after-sales request, in some cases, confirmation can be automatically performed. For example, if the reason for the user's return and refund is "7-day unconditional refund", the user's return and refund application can be automatically confirmed to be approved; in other cases, for example, if the user's return and refund reason is "product quality problem", the user may be required to provide a certificate, but the user does not provide a certificate. In this case, automatic processing cannot be performed, so it needs to be transferred to manual processing. However, there may be many tasks for manual processing. The newly generated tasks need to enter the manual processing task pool and queue up for the corresponding service personnel to process. For the user, it is necessary to wait for the results of manual processing. During the waiting process, some users may need to initiate a consultation process to inquire about the progress of the refund, etc. However, the service personnel providing services to users on the consultation end of the system are different from the service personnel providing services to users on the refund end. Therefore, the consultation end may also need the refund end to inquire about the specific situation and then feedback to the user, which will cause a large amount of system resources to be occupied during this period. Summary of the invention

[0003] The present application provides a method and electronic device for providing service information, which can reduce the occupation of system resources caused by users initiating consultation requests for after-sales service requests.

[0004] This application provides the following solutions:

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

[0006] Monitor the events of users initiating after-sales service requests;

[0007] After monitoring an event in which a target user initiates an after-sales service request for a target order, obtaining a routing result for the request;

[0008] If the request does not hit the automated processing flow and enters the manual service processing flow, and no manual service reply information for the request is heard within the first target time length, active service information related to the after-sales service request is provided to the user.

[0009] Among them, it also includes:

[0010] Determine whether the user is sensitive to the timeliness of after-sales service. If so, and if no manual service reply information to the request is heard within a second target time length, provide the user with proactive service information related to the after-sales service request; otherwise, provide the proactive service information according to the first target time length; wherein the second target time length is less than the first time length.

[0011] Among them, based on the user's historical behavior records, it is judged whether the user is a user who is sensitive to the timeliness of after-sales service. The historical behavior records 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 reasons, and / or whether the user expressed a negative evaluation of logistics timeliness in the published evaluation content.

[0012] Wherein, providing the user with proactive service information related to the after-sales service request includes:

[0013] By analyzing the reason why the request did not hit the automated processing flow, it is determined whether there is any relevant information missing. If so, a prompt message that the corresponding information needs to be supplemented is provided to the user in the proactive service information so that the request enters the automated processing flow.

[0014] Among them, it also includes:

[0015] If no event of the user supplementing information is detected within the third target time length, and if the user's user identity / level, the number of similar problems handled within the preset time period and / or the order amount meet the conditions, the optimal solution information without supplementing information will be provided to the user in the proactive service information.

[0016] Wherein, providing the user with proactive service information related to the after-sales service request includes:

[0017] When the user's user identity / level, the number of times similar issues are handled within a preset time period, and / or the order amount meet the conditions, the user is provided with the optimal solution information related to the after-sales service request in the current state.

[0018] Wherein, providing the user with proactive service information related to the after-sales service request includes:

[0019] A plurality of different solutions currently related to the after-sales service request are provided to the user for selection.

[0020] 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.

[0021] An electronic device, comprising:

[0022] one or more processors; and

[0023] 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.

[0024] 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.

[0025] According to the specific embodiments provided in this application, this application discloses the following technical effects:

[0026] Through the embodiment of the present application, the event of the user initiating an after-sales service request can be monitored. After monitoring the target user initiating an after-sales service request for a target order, the specific routing result of the after-sales service system for the request can also be obtained. If the request does not hit the automated processing flow and enters the manual service processing flow, and no manual service reply information for the request is monitored within the first target time length, the user can be provided with active service information related to the after-sales service request. In this way, after the user initiates an after-sales service request, if the user does not initiate a consultation request for the after-sales service request, the user can be provided with active service information, thereby reducing the occupation of system resources caused by the user initiating a consultation request for the after-sales service request and improving the user experience.

[0027] 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

[0028] 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.

[0029] Figure 1 It is a schematic diagram of the system architecture provided by the embodiment of the present application;

[0030] Figure 2 is a flow chart of the method provided in the embodiment of the present application;

[0031] Figure 3is a schematic diagram of a device provided in an embodiment of the present application;

[0032] Figure 4 It is a schematic diagram of an electronic device provided in an embodiment of the present application. DETAILED DESCRIPTION

[0033] 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.

[0034] In the embodiment of the present application, in order to reduce the occupation of system resources caused by the user further initiating a consultation request after initiating an after-sales service request, active services can be provided to users through the automatic execution of "robots", that is, after the user initiates an after-sales service request such as a refund or return, if the request does not directly hit the automated processing flow but is transferred to the manual processing flow, active services can be provided to the user before the user initiates a further consultation request for the after-sales service request, including helping the user to clarify the reason why his after-sales service request did not hit the automated processing flow, for example, some evidence materials may be missing, etc. By prompting the user to supplement these materials, the request can be re-entered into the automated processing flow, so as to obtain the processing result more quickly. Alternatively, in another active service mode, the optimal solution in the current state can be directly provided to the user when certain conditions such as user level, order amount, and the number of similar after-sales service requests initiated in the past period of time are met. Alternatively, the above two methods can be combined. The first proactive service can be to remind the user to supplement relevant supporting documents, etc. If the user supplements them within a period of time, the automated processing flow can be entered, including automatic review of the supporting documents, etc. If it is determined that the conditions for refund and return are met, a refund and return can be made for the user; if the user still fails to provide relevant supporting documents after a period of time, but because the user level is relatively high, the order amount of the current order is also within a certain threshold range, and the number of after-sales services initiated by the user for similar issues in the past month or other time periods is relatively small, a refund and return can be made for the user directly and automatically.

[0035] For example, if the user requests a refund and return because the goods are damaged, but the user has not submitted relevant evidence materials such as product photos, he / she cannot directly enter the automated processing flow, but is added to the manual customer service task pool, waiting for manual customer service to process. Afterwards, in the prior art, the user needs to wait for a reply from the manual customer service, and the message from the manual customer service may be a reminder that the user needs to supplement relevant evidence materials before proceeding with the subsequent processing flow. If the manual customer service fails to respond in time, the user may initiate a consultation request. At this time, the consultation request is sent to the manual customer service at the consultation end of the system, rather than directly to the manual customer service at the refund and return end. This means that if the manual customer service at the consultation end wants to respond to the user's question, it also needs to communicate with the manual customer service at the refund and return end, synchronize the relevant processing progress, inquire about the reasons why the response has not yet been received, and then relay it to the user, etc.

[0036] In the embodiment of the present application, after a certain period of time (for example, 30 minutes) after the user initiates the after-sales service request, if the manual customer service still fails to respond (it may be that there are a large number of requests at present, and the manual customer service needs to process them one by one in chronological order), the after-sales service request of the user can be analyzed, and it can be found that the reason why it failed to enter the automated processing process is that no evidence materials were provided. Therefore, active services can be provided to the user, and the user can be prompted to submit relevant evidence materials. If the user provides evidence materials within a certain period of time (for example, 12 hours), the evidence materials can be reviewed, and then relevant solutions can be provided; if the evidence materials are not received within 12 hours (or other time lengths), the best solution can also be provided to the user without providing evidence materials. For example, if the user's request is a refund or return, the best solution can be to directly refund the user and allow him to return the goods, etc. Alternatively, other optional solutions can also be provided, such as compensation of a certain amount, or partial refund, etc. Of course, in the specific implementation, before providing the above-mentioned optimal or multiple optional solutions, you can also judge the user level, order amount, the number of times the user has initiated similar after-sales services in the past period of time (for example, one month), etc. If all the conditions are met, then provide the above-mentioned optimal solution or optional solution.

[0037] In addition, since different users may have different sensitivities (or tolerances) to service timeliness, for users with a higher sensitivity to timeliness, proactive services can be provided to them in a shorter time, so as to more effectively reduce the situation where users further initiate consultation requests for after-sales service requests. In other words, after monitoring that a user has initiated an after-sales service request and the request has been routed to the manual service process, it is possible to further determine whether the user is a time-sensitive user. If so, it can be predicted that the user may have a greater probability of initiating a consultation request to the manual customer service at the consultation end before the manual customer service at the refund and return end responds. Therefore, proactive services can be provided to such users in a shorter time. For example, as long as no reply information is received from the manual customer service within 10 minutes after the user initiates the after-sales service request, proactive service information can be provided to the user, and so on.

[0038] From the perspective of system architecture, see Figure 1 , the embodiment of the present application can provide an intelligent customer service system for users of the commodity information service system, or improve the existing intelligent customer service system. The intelligent customer service system can monitor the event that the user initiates an after-sales service request based on a certain order, and can also continue to monitor the link after receiving the request on the after-sales service end of the system (because most of the after-sales services are related to refunds, therefore, it can also be called the "refund end"). If it is found that a request does not hit the automated processing flow, but is added to the task pool of manual customer service waiting for processing, active services can be provided to the user if necessary, so as to reduce the occupation of system resources caused by the user initiating consulting services after initiating after-sales services. Among them, in the process of active service, it can also be determined whether the user is a time-sensitive user, and then active services can be provided to such time-sensitive users in a shorter time. In addition, when providing active services, the reasons why the user's request did not hit the automated processing flow can be analyzed. If it is found that some evidence materials are missing, the user can be prompted to supplement, or the user can be directly provided with the best solution that can be provided in the state without providing relevant evidence materials, or some optional solutions can be used, etc.

[0039] It should be noted that in the commodity information service system, it is usually possible to support a variety of different merchants to open their own stores in the system. In addition, the commodity information service system can also open a system-directly operated store in the system. For example, a certain commodity information service system can open a directly operated store with a name such as "×× Supermarket". In the scenario of such a directly operated store opened by the commodity information service system, the goods sold by the store can be purchased from multiple different merchants, or can be commissioned to produce a private brand of goods, etc. Regardless of the specific type of goods, 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 such a warehouse. Accordingly, since the volume of goods in such a store is usually relatively large and involves a variety of different categories, the order volume generated by such a store is usually relatively large. Accordingly, the number of users' after-sales service needs, consulting needs, etc. may be relatively large. Therefore, the system will configure a dedicated refund terminal, consulting terminal and other service terminals for such a store. After the user places an order through such a store, the after-sales service request, consulting request, etc. initiated will be connected by the refund terminal, consulting terminal and other service terminals corresponding to the store. The intelligent service system in the embodiment of the present application may be a part of the above-mentioned consulting terminal, or it may exist independently of the above-mentioned refund terminal and consulting terminal, which is not limited here. Of course, in actual applications, the intelligent service system provided in the embodiment of the present application may also serve other types of stores, which is also not limited here.

[0040] The specific implementation scheme provided in the embodiments of the present application is described in detail below.

[0041] First, the embodiment of the present application provides a method for providing service information from the perspective of the aforementioned intelligent customer service system, see Figure 2 , the method may include:

[0042] S201: monitoring the event of the user initiating an after-sales service request.

[0043] In specific implementation, users can purchase goods through the client of the product information service system, and the system can generate corresponding orders accordingly. After receiving the goods or before receiving the goods, users can initiate specific after-sales service requests through the client. Among them, the after-sales service requests initiated by users may be divided into the following situations:

[0044] (1) Not receiving the goods - buyer's reasons: For example, the buyer may need a refund because he / she chose the wrong color or size after placing an order, or he / she may simply not want the product and therefore needs a refund, etc.;

[0045] (2) Goods not received - seller's reasons: For example, if the seller has not shipped the goods after the buyer places an order, the buyer may also apply for a refund;

[0046] (3) Goods received - buyer's reasons: For example, after placing an order and receiving the goods, the buyer may feel that the actual product is different from what he imagined, so he needs to return the goods for a refund;

[0047] (4) Goods Received - Product Reasons: For example, after the buyer places an order and receives the goods normally, he finds that the goods are damaged or have quality problems, so he needs to return the goods for a refund;

[0048] (5) Already returned: For example, after the buyer placed an order and received the goods normally, he initiated a replacement request and has already sent the received goods back. At this time, he may not want to exchange the goods anymore and instead want a direct refund, etc.

[0049] In each of the above situations, the user can initiate a corresponding after-sales service request, and can select a specific reason while initiating a specific request. Among them, the above after-sales service request will be sent to the refund end of the system, and the refund end will route the specific request to the automated service process or the manual customer service of the refund end. The execution subject in the embodiment of the present application is an intelligent customer service system, which can be a part of the consulting end and is usually independent of the refund end. Therefore, the user's after-sales service request such as refund and return will not be directly sent to the above intelligent customer service system; and in the embodiment of the present application, it is necessary to provide active services to users through the intelligent customer service system. Therefore, the method of monitoring the events generated by the refund end can be used to obtain relevant information, which can include monitoring the events of initiating the above after-sales service request. Of course, in the subsequent process, the whole link can also be monitored, for example, whether the service personnel of the refund end have replied to the user, whether the user has supplemented and submitted relevant information, etc., to confirm whether it is necessary to provide active services to the user.

[0050] S202: After monitoring an event in which a target user initiates an after-sales service request for a target order, obtain a routing result for the request.

[0051] When the target user initiates an after-sales service request for the target order, the intelligent service system in the embodiment of the present application can monitor the event. In addition, it can also monitor subsequent links, including whether the refund end routes the request to an automated processing flow or a manual service processing flow.

[0052] S203: If the request does not hit the automated processing flow and enters the manual service processing flow, and no manual service reply information for the request is heard within the first target time length, active service information related to the after-sales service request is provided to the user.

[0053] If the refund end routes the request to an automated processing flow, since the automated processing flow can usually respond quickly, the user can receive the processing result in a very short time. Therefore, it is not within the scope of active service in the embodiment of this application. If the specific after-sales service request is routed to the manual service flow, since the manual service retention requires the customer service staff to process the requests in the order of the requests, it may cause the user to wait for a long time. Therefore, it may fall within the scope of active service in the embodiment of this application. Among them, the routing rules of the refund end for specific after-sales service requests are not the focus of the embodiment of this application and will not be described in detail here.

[0054] After discovering that the user's after-sales service request is routed to the manual service process, the manual customer service's response can be monitored. If no manual service response information for the request is monitored within the first target time length (for example, 30 minutes), the user can be provided with proactive service information related to the after-sales service request. In other words, if the manual customer service does not respond for a long time, proactive service information can be provided to the user before the user initiates a specific consultation request, that is, proactively providing the user with some information to calm the user's emotions or provide relevant solutions in a more timely manner.

[0055] It should be noted here that the purpose of providing active services to users in the embodiments of the present application is to minimize the occupation of system resources caused by users initiating consultation requests after initiating after-sales service requests, and different users may behave differently after initiating after-sales service requests. For example, the probability of some users initiating consultation requests may be relatively high, while the probability of other users initiating consultation requests may be relatively low, or the time for different users to consult for after-sales service requests that have been initiated may also be different. This is due to the different tolerance or sensitivity of different users to service timeliness. In other words, some users can tolerate a relatively long manual service timeliness, while other users may have a relatively low tolerance, and will initiate a consultation request if the waiting time is slightly longer, asking about the specific progress of after-sales service, etc. Therefore, in the embodiments of the present application, the user's sensitivity to service timeliness can be identified, so as to provide more and more timely active services to time-sensitive users.

[0056] Among them, the identification of the user's service time sensitivity can be performed in parallel with the aforementioned monitoring of the user's after-sales service request link. That is to say, there can be another system for identifying the user's service time sensitivity, and the identification results can be saved. After the intelligent service system monitors that a user has initiated an after-sales service request and is routed to the manual service process, the user's service time sensitivity identification results can be obtained from the above-mentioned saved information. Of course, in the specific implementation, after monitoring that a user has initiated an after-sales service request, it is also possible to obtain historical behavior data related to the user, analyze its time sensitivity, and so on.

[0057] Specifically, when identifying the user's sensitivity to service timeliness, there can be multiple ways. For example, one way is to determine whether the user is sensitive to after-sales service 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 timeliness and have a low tolerance, and therefore, can be identified as a timeliness-sensitive user, etc.

[0058] If the after-sales service request initiated by the user does not hit the automated processing flow but is routed to the manual processing flow, and the user is a time-sensitive user, active service can be provided to the user within a shorter second target time length (for example, 10 minutes, etc.). In other words, for a time-sensitive user, if no manual service reply information for the request is monitored within 10 minutes after the user initiates the after-sales service request, active service information related to the specific after-sales service request can be provided to the user.

[0059] The so-called proactive service is to predict that the user may initiate a consultation and what question the user may ask before the user initiates a consultation request. Then, the service provider can proactively help the user answer the corresponding question or proactively provide the user with a solution to the current after-sales service request, etc. This proactive service approach can reduce the occupation of system resources when the user initiates a consultation request after initiating an after-sales service request (especially the communication between different customer service personnel on the consultation side and the refund side, which occupies manpower and time costs).

[0060] Specifically, when providing active service information, the content of the active service information can be multiple. For example, in one case, by analyzing the reason why the request did not hit the automated processing flow, it can be determined whether there is a situation where relevant information is missing. If so, a prompt information that the corresponding information needs to be supplemented can be provided to the user in the active service information, so that the request enters the automated processing flow. For example, in the example described above, if it is found that the return and refund request initiated by the user is selected because the received goods are damaged, but the user has not uploaded relevant evidence materials, or the uploaded evidence materials are not clear enough to determine whether there is real damage, etc., it is precisely this reason that causes the user's return and refund request to fail to enter the automated service process, but is added to the manual service queue, waiting to be processed by manual service personnel. In this case, if it is found that the user is still a time-sensitive user and has not received a reply from the manual customer service within a time length of half an hour, active service information can be provided to the user, and the information can include prompting the user to provide relevant evidence materials, or provide clearer evidence materials, etc.

[0061] Among them, the specific process of providing proactive services can also be carried out multiple times. For example, after the user is prompted to supplement the evidence materials through the proactive service information mentioned above, if the event of the user supplementing the information is not monitored within the third target time length (for example, 12 hours, etc.), it can also be based on providing proactive service information. The proactive service information provided at this time can be information about specific solutions. For example, if the user requests a refund or return, although he does not provide relevant evidence materials, his refund and return can also be directly agreed, etc. Of course, in the specific implementation, the above-mentioned proactive service on the solution can also be provided to the user if certain conditions are met. For example, if the user's user level, the number of times similar problems are handled within a preset time period, the order amount, etc. meet the preset conditions, the optimal solution information without supplementing the information can be provided to the user in the proactive service information.

[0062] In addition, when providing proactive services for the first time, solutions can be provided to users directly without the users providing relevant evidence materials. Of course, certain conditional judgments can also be made, for example, when the user level of the user, the number of similar problem handling times within a preset time period, and / or the order amount meet the conditions, the optimal solution information related to the after-sales service request in the current state is provided to the user.

[0063] Among them, in different scenarios, according to the different order status when initiating the after-sales service request, the specific judgment conditions may also be different, for example:

[0064] If the user applies for a refund before the goods are shipped and the system fails to refund successfully, it can be determined whether the number of times the same problem has been handled within 30 days is less than a certain threshold, whether the warehouse interception is successful, whether the time since the refund request was created is less than or equal to a certain threshold, whether the user is a paid member user, etc. If all the above conditions are met, the user can be provided with a proactive service of direct refund without waiting for a timeout.

[0065] If the user applies for a refund without receiving the goods, and the refund is due to the store (for example, delayed delivery), it can be determined whether the number of times the same problem has been handled in 30 days is less than a certain threshold, whether the advance payment is not in transit, whether the return is due to store reasons, whether the user is a paid member, whether the user level is relatively high, whether the order amount is less than a certain threshold, etc. If all the above conditions are met, refunds can be made to high-level members first.

[0066] If the user applies for a refund without receiving the goods, and the refund is due to the buyer's user, it can be determined whether the number of times the same problem has been handled in 30 days is less than a certain threshold, whether it is not an advance payment in transit, whether the return is not caused by the store, whether the user is a paid member, whether the user level is relatively high, whether the order amount is less than a certain threshold, etc. If all the above conditions are met, refunds can be made to high-level member users first. Among them, the threshold of the order amount in this case can be less than the corresponding order amount threshold in the above-mentioned store reason case.

[0067] If the user has received the goods and applies for a refund, and the refund is due to the product, we will determine whether the number of times the same problem has been handled in 30 days is less than a certain threshold, whether the user is a paid member, whether the user level is relatively high, whether the order amount is less than a certain threshold, etc. If all the above conditions are met, refunds can be made to high-level members first.

[0068] If you apply for a refund when the item has been sent back, you can determine whether the number of times the same issue has been handled in 30 days is less than a certain threshold, whether the item is picked up at the door, whether the return is caused by a product problem, whether the user is a paid member, whether the user level is relatively high, whether the order amount is less than a certain threshold, etc. If all of the above conditions are met, refunds can be made to high-level members first.

[0069] The above introduces the specific processing methods and judgment conditions for providing proactive services in various scenarios. In actual applications, similar proactive services can also be provided in other scenarios, which are not listed here one by one.

[0070] It should be noted that, in the specific implementation, in addition to providing the user with the best solution, it is also possible to provide the user with a variety of different solutions related to the after-sales service request in the current state for the user to choose from. For example, suppose the user applies for a return and refund, but during the active service process, after reviewing the evidence materials supplemented by the user, it is found that only a few products are damaged, and most of the others do not affect normal use. In this case, the user can also be provided with solutions such as compensation of a certain amount, or a partial refund without return, etc.

[0071] In summary, through the embodiments of the present application, the event of a user initiating an after-sales service request can be monitored. After monitoring the target user initiating an after-sales service request for a target order, the specific routing result of the after-sales service system for the request can also be obtained. If the request does not hit the automated processing flow and enters the manual service processing flow, and no manual service reply information for the request is monitored within the first target time length, the user can be provided with active service information related to the after-sales service request. In this way, after the user initiates an after-sales service request, if the user does not initiate a consultation request for the after-sales service request, the user can be provided with active service information, thereby reducing the occupation of system resources caused by the user initiating a consultation request for the after-sales service request and improving the user experience.

[0072] 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.).

[0073] Corresponding to the aforementioned method embodiment, the present application embodiment also provides a device for providing service information, see Figure 3 , the device may include:

[0074] An event monitoring unit 301 is used to monitor the event of a user initiating an after-sales service request;

[0075] The routing result acquisition unit 302 is used to acquire the routing result of the request after monitoring the event that the target user initiates an after-sales service request for the target order;

[0076] The active service unit 303 is used to provide the user with active service information related to the after-sales service request if the request does not hit the automated processing flow and enters the manual service processing flow, and no manual service reply information for the request is heard within the first target time length.

[0077] In a specific implementation, the device may further include:

[0078] A sensitive user determination unit is used to determine whether the user is a user who is sensitive to the timeliness of after-sales service. If so, and if no manual service reply information to the request is heard within a second target time length, active service information related to the after-sales service request is provided to the user; otherwise, the active service information is provided according to the first target time length; wherein the second target time length is less than the first time length.

[0079] Among them, whether the user is sensitive to the timeliness of after-sales service can be judged based on the user's historical behavior records. The historical behavior records 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 reasons, and / or whether the user has expressed a negative evaluation of logistics timeliness in the published evaluation content.

[0080] Specifically, the active service unit can be used for:

[0081] By analyzing the reason why the request did not hit the automated processing flow, it is determined whether there is any relevant information missing. If so, a prompt message that the corresponding information needs to be supplemented is provided to the user in the proactive service information so that the request enters the automated processing flow.

[0082] In addition, the active service unit may also be used for:

[0083] If no event of the user supplementing information is detected within the third target time length, and if the user's user identity / level, the number of similar problems handled within the preset time period and / or the order amount meet the conditions, the optimal solution information without supplementing information will be provided to the user in the proactive service information.

[0084] Alternatively, the active service unit may be specifically used for:

[0085] When the user's user identity / level, the number of times similar issues are handled within a preset time period, and / or the order amount meet the conditions, the user is provided with the optimal solution information related to the after-sales service request in the current state.

[0086] Alternatively, the active service unit may be specifically used for:

[0087] A plurality of different solutions currently related to the after-sales service request are provided to the user for selection.

[0088] 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.

[0089] And an electronic device, comprising:

[0090] one or more processors; and

[0091] A memory associated with the one or more processors, the memory being used to store program instructions, wherein 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.

[0092] 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.

[0093] in, Figure 4 The architecture of the electronic device is shown as an example, which may include a processor 410, a video display adapter 411, a disk drive 412, an input / output interface 413, a network interface 414, and a memory 420. The processor 410, the video display adapter 411, the disk drive 412, the input / output interface 413, the network interface 414, and the memory 420 may be communicatively connected via a communication bus 430.

[0094] Among them, the processor 410 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.

[0095] The memory 420 can be implemented in the form of ROM (Read Only Memory), RAM (Random Access Memory), static storage device, dynamic storage device, etc. The memory 420 can store an operating system 421 for controlling the operation of the electronic device 400, and a basic input and output system (BIOS) for controlling the low-level operation of the electronic device 400. In addition, a web browser 423, a data storage management system 424, and a service information processing system 425, etc. can also be stored. The above-mentioned service information processing system 425 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 420 and is called and executed by the processor 410.

[0096] The input / output interface 413 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.

[0097] The network interface 414 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.).

[0098] The bus 430 comprises a pathway for transmitting information between the various components of the device (eg, the processor 410, the video display adapter 411, the disk drive 412, the input / output interface 413, the network interface 414, and the memory 420).

[0099] It should be noted that, although the above device only shows a processor 410, a video display adapter 411, a disk drive 412, an input / output interface 413, a network interface 414, a memory 420, a bus 430, 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.

[0100] 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.

[0101] 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.

[0102] The method and electronic device for providing service information provided by the present application are described in detail above. The principle and implementation method of the present application are described in detail using specific examples. The description of the above embodiments is only used to help understand the method and core idea of ​​the present application. At the same time, for those skilled in the art, according to the idea of ​​the present application, there will be changes in the specific implementation method and application scope. In summary, the content of this specification should not be understood as limiting the present application.

Claims

1. A method for providing service information, characterized in that: include: Monitor the events of users initiating after-sales service requests; After monitoring an event in which a target user initiates an after-sales service request for a target order, obtaining a routing result for the request; If the request does not hit the automated processing flow and enters the manual service processing flow, and no manual service reply information for the request is heard within the first target time length, active service information related to the after-sales service request is provided to the user.

2. The method according to claim 1, characterized in that Also includes: Determine whether the user is sensitive to the timeliness of after-sales service. If so, and if no manual service reply information to the request is heard within a second target time length, provide the user with proactive service information related to the after-sales service request; otherwise, provide the proactive service information according to the first target time length; wherein the second target time length is less than the first time length.

3. The method according to claim 2, characterized in that Based on the user's historical behavior records, determine whether the user is sensitive to the timeliness of after-sales service. The historical behavior records 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 reasons, and / or whether the user has expressed a negative evaluation of logistics timeliness in the published evaluation content.

4. The method according to claim 1, characterized in that: The providing the user with proactive service information related to the after-sales service request includes: By analyzing the reason why the request did not hit the automated processing flow, it is determined whether there is any relevant information missing. If so, a prompt message that the corresponding information needs to be supplemented is provided to the user in the proactive service information so that the request enters the automated processing flow.

5. The method according to claim 4, characterized in that Also includes: If no event of the user supplementing information is detected within the third target time length, and if the user's user identity / level, the number of similar problems handled within the preset time period and / or the order amount meet the conditions, the optimal solution information without supplementing information will be provided to the user in the proactive service information.

6. The method according to claim 1, characterized in that The providing the user with proactive service information related to the after-sales service request includes: When the user's user identity / level, the number of times similar issues are handled within a preset time period, and / or the order amount meet the conditions, the user is provided with the optimal solution information related to the after-sales service request in the current state.

7. The method according to claim 1, characterized in that The providing the user with proactive service information related to the after-sales service request includes: A plurality of different solutions currently related to the after-sales service request are provided to the user for selection.

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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