Consumption complaint processing system and method

Abstract

According to the consumption complaint processing system and method, the convenience and accessibility of complaints are improved through a multi-channel submission mode, the complaint process is simplified through a guide type filling interface, the operation difficulty is reduced, the integrity and accuracy of information are ensured, and the user experience is improved. The functions of complaint progress query, notification reminding and complaint viewing enhance the transparency of complaint processing and improve the sense of participation and satisfaction of consumers, the big data analysis technology helps to quickly position the core problem and trend of complaint, provides decision support for processing personnel, automatically distributes complaint to corresponding processing personnel or departments, and improves the efficiency of complaint processing. According to the method, manual time distribution and errors are reduced, the priority is set according to the emergency degree and importance of complaints, it is ensured that emergency complaints are handled in time, complaint information can be received and handled by enterprises and fed back in time, service quality and customer satisfaction are improved, early warning indexes are set by analyzing data, and similar problems are prevented from occurring again.

Description

Technical Field

[0001] The present invention relates to the technical field of consumer complaints, and in particular to a consumer complaint processing system and method. Background Art

[0002] In the current business environment, consumer rights protection is increasingly valued. Consumer complaints are the main way for consumers to express their dissatisfaction and seek solutions. Their processing efficiency and effectiveness are directly related to the company's reputation and consumer satisfaction. However, the traditional consumer complaint handling model has many shortcomings, such as a single complaint channel, cumbersome complaint information filling, opaque complaint handling process, and insufficient complaint data analysis. These problems not only affect consumers' complaint experience, but also restrict companies' ability to effectively respond to consumer complaints and improve service quality.

[0003] First, traditional complaint methods are often limited to telephone, email or on-site complaints. These methods not only limit consumers' choice of complaint channels, but may also lead to omissions or misunderstandings in the transmission process of complaint information. At the same time, the process of filling out complaint information often lacks guidance, making it difficult for consumers to express their demands accurately and comprehensively.

[0004] Secondly, the complaint handling process lacks transparency, and consumers often cannot promptly understand the progress and results of complaint handling, which not only increases consumer dissatisfaction but also reduces the efficiency of complaint handling. In addition, the traditional complaint handling model lacks in-depth mining and analysis of complaint data, making it difficult to identify hot issues and predict potential risks, and thus unable to provide strong data support for companies to improve their services.

[0005] Finally, poor communication between companies and consumers is also an important factor that restricts the effectiveness of complaint handling. Due to the lack of effective communication mechanisms and feedback channels, companies often find it difficult to understand consumers' real needs and opinions in a timely manner, and consumers also find it difficult to obtain satisfactory solutions. Summary of the invention

[0006] In view of this, the present invention proposes a consumer complaint handling system and method, which can effectively solve the defects of the prior art that consumers find it difficult to accurately express their demands, cannot timely understand the progress of complaint handling, lack of in-depth mining of complaint data, and it is difficult for enterprises to timely understand the real needs of consumers.

[0007] The technical solution of the present invention is achieved in this way:

[0008] A consumer complaint handling system, comprising:

[0009] The consumer complaint publishing module is used to receive complaint information submitted by consumers, and provides multi-channel submission methods, a guided filling interface, as well as complaint progress query, notification reminders and complaint review functions;

[0010] The platform complaint analysis and processing module is used to review the received complaint information, use big data analysis technology to mine, classify and identify hot issues of complaint data, and intelligently assign complaints to corresponding processing personnel or departments according to the complaint type or the brand information of the merchant involved, set complaint priorities, coordinate communication between consumers and enterprises, and evaluate the processing results;

[0011] The enterprise complaint processing module is used to receive complaint information pushed by the platform, conduct investigation and processing, maintain feedback and communication with consumers, obtain and analyze complaint data, set complaint early warning indicators, and take corresponding processing measures when receiving early warning information.

[0012] As a further optional solution of the consumer complaint handling system, the consumer complaint publishing module includes:

[0013] A multi-channel submission method unit is used to provide consumers with multiple ways to submit complaints;

[0014] A guided filling interface unit is used to guide consumers to fill in complaint information and upload relevant evidence through a guided filling method;

[0015] Complaint progress inquiry unit, used to update the complaint handling progress in real time and provide inquiry functions to consumers;

[0016] Notification reminder unit, used to send notification reminders of complaint progress to consumers;

[0017] The complaint viewing unit is used to save all complaint records of consumers and provide historical complaint records and detailed information display functions.

[0018] As a further optional solution of the consumer complaint handling system, the platform complaint analysis and processing module includes:

[0019] The review unit is used to review the legality and integrity of complaint information submitted by consumers;

[0020] The analysis unit is used to mine and classify complaint data using big data analysis technology to identify hot issues and key merchants or brands;

[0021] The allocation unit is used to allocate the complaint to the corresponding processing personnel or departments according to the type of complaint and the information of the merchant or brand involved, and to set the priority of the complaint by adopting an intelligent allocation algorithm;

[0022] The processing and coordination unit is used to promptly convey consumers’ complaint information to the enterprise, and to convey the enterprise’s feedback to consumers.

[0023] As a further optional solution of the consumer complaint handling system, the analysis unit uses big data analysis technology to mine and classify complaint data to identify hot issues and key merchants or brands of complaints, including:

[0024] Pre-process the received complaint data by cleaning, deduplication, and formatting;

[0025] Perform feature extraction on the preprocessed data;

[0026] According to the characteristics and analysis objectives of complaint data, use the corresponding machine learning algorithm to conduct in-depth mining to obtain complaint information;

[0027] Use clustering algorithms to classify complaint information into different categories;

[0028] Through the association analysis algorithm, the correlation between complaints of different categories is obtained;

[0029] Identify different categories of complaints and their corresponding correlations, and identify hot issues and key merchants or brands in complaints.

[0030] As a further optional solution of the consumer complaint handling system, the allocation unit uses an intelligent allocation algorithm to allocate the complaint to a corresponding processing person or department according to the type of complaint and the information of the merchant or brand involved, specifically including:

[0031] Compare the types of complaints and the information of the merchants or brands involved with the preset allocation rules one by one, and match the corresponding allocation rules and priority rankings;

[0032] Determine the corresponding processing department or personnel based on the matched allocation rules and priority ranking;

[0033] Assign complaint information to the selected processing department or personnel, and notify the processing department or personnel to receive new complaint tasks.

[0034] As a further optional solution of the consumer complaint handling system, the enterprise complaint handling module includes:

[0035] Obtain a data analysis unit to receive complaint information pushed by the platform;

[0036] Complaint handling and tracking unit, used to track the progress of complaint handling and record and archive the handling results;

[0037] User return visit and satisfaction evaluation unit, which is used to return the user after the complaint is handled to understand the user's satisfaction with the handling results;

[0038] Data statistics and analysis unit, used to collect statistics and analyze data from the entire complaint handling process;

[0039] The complaint warning unit is used to set complaint warning indicators and take corresponding processing measures when receiving warning information.

[0040] A method for handling consumer complaints, characterized in that the method applies any one of the above consumer complaint handling systems, specifically comprising:

[0041] Consumers submit complaint information through the consumer complaint release module;

[0042] The platform complaint analysis and processing module reviews, analyzes, distributes and processes complaint information;

[0043] The enterprise complaint processing module receives complaint information pushed by the platform complaint analysis and processing module, analyzes the complaint data, sets complaint warning indicators, and takes corresponding processing measures when receiving warning information.

[0044] As a further optional solution to the consumer complaint handling method, the method also includes storing and managing consumer complaint information, enterprise information, processing records, and analysis data through a data storage layer.

[0045] A computing device comprises a memory, a processor and a computer program stored in the memory and executable on the processor, wherein the processor implements the steps of the above-mentioned consumer complaint handling method when executing the computer program.

[0046] A computer-readable storage medium having a computer program stored thereon, wherein the computer program, when executed by a processor, implements the steps of the above-mentioned consumer complaint handling method.

[0047] The beneficial effects of the present invention are as follows: through the multi-channel submission method, consumers can submit complaints through multiple channels, which improves the convenience and accessibility of complaints. The guided filling interface simplifies the filling process of complaint information, reduces the difficulty of operation for consumers, ensures the integrity and accuracy of complaint information, and has complaint progress query, notification reminder and complaint viewing functions, which enhance the transparency of complaint handling, enable consumers to understand the complaint status in real time, and improve consumers' sense of participation and satisfaction. Through the mining, classification and hot issue identification of complaint data by big data analysis technology, the core issues and trends of complaints can be quickly located, and decision support can be provided for processing personnel. According to the type of complaint or the brand information of the merchant involved, the complaint is automatically assigned to the corresponding processing personnel or department, which reduces the time and error of manual assignment and improves the processing efficiency. Different priorities are set according to the urgency and importance of the complaint to ensure that urgent complaints are handled in a timely manner and improve the processing quality. In addition, the enterprise can receive and process the complaint information pushed by the platform, communicate with consumers in a timely manner and feedback the processing results, which is helpful to improve the service quality and customer satisfaction of the enterprise. At the same time, the enterprise can set complaint warning indicators by analyzing the complaint data, and when receiving the warning information, it can take measures quickly to prevent the recurrence of similar problems. BRIEF DESCRIPTION OF THE DRAWINGS

[0048] In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0049] Figure 1 A schematic diagram of the composition of a consumer complaint handling system of the present invention;

[0050] Figure 2 A schematic diagram of a process for handling consumer complaints according to the present invention;

[0051] Figure 3 The figure is a schematic diagram of the composition of a computing device according to the present invention. DETAILED DESCRIPTION

[0052] The technical solutions in the embodiments of the present invention are described clearly and completely below. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0053] refer to Figures 1 to 3 , a consumer complaint handling system, comprising:

[0054] The consumer complaint publishing module is used to receive complaint information submitted by consumers, and provides multi-channel submission methods, a guided filling interface, as well as complaint progress query, notification reminders and complaint review functions;

[0055] The platform complaint analysis and processing module is used to review the received complaint information, use big data analysis technology to mine, classify and identify hot issues of complaint data, and intelligently assign complaints to corresponding processing personnel or departments according to the complaint type or the brand information of the merchant involved, set complaint priorities, coordinate communication between consumers and enterprises, and evaluate the processing results;

[0056] The enterprise complaint processing module is used to receive complaint information pushed by the platform, conduct investigation and processing, maintain feedback and communication with consumers, obtain and analyze complaint data, set complaint early warning indicators, and take corresponding processing measures when receiving early warning information.

[0057] In this embodiment, through the multi-channel submission method, consumers can submit complaints through multiple channels, which improves the convenience and accessibility of complaints. The guided filling interface simplifies the filling process of complaint information, reduces the difficulty of operation for consumers, and ensures the completeness and accuracy of complaint information. The complaint progress query, notification reminder and complaint viewing functions enhance the transparency of complaint handling, enable consumers to understand the complaint status in real time, and improve consumers' sense of participation and satisfaction. Through the mining, classification and hot issue identification of complaint data by big data analysis technology, the core issues and trends of complaints can be quickly located, and decision support can be provided for processing personnel. According to the type of complaint or the brand information of the merchant involved, the complaint is automatically assigned to the corresponding processing personnel or department, which reduces the time and error of manual allocation and improves processing efficiency. Different priorities are set according to the urgency and importance of the complaint to ensure that urgent complaints are handled in a timely manner and improve the processing quality. In addition, the enterprise can receive and process the complaint information pushed by the platform, communicate with consumers in a timely manner and feedback the processing results, which is helpful to improve the service quality and customer satisfaction of the enterprise. At the same time, by analyzing the complaint data, the enterprise can set complaint warning indicators. When receiving warning information, it can take measures quickly to prevent similar problems from happening again.

[0058] Preferably, the consumer complaint publishing module includes:

[0059] A multi-channel submission method unit is used to provide consumers with multiple ways to submit complaints;

[0060] A guided filling interface unit is used to guide consumers to fill in complaint information and upload relevant evidence through a guided filling method;

[0061] Complaint progress inquiry unit, used to update the complaint handling progress in real time and provide inquiry functions to consumers;

[0062] Notification reminder unit, used to send notification reminders of complaint progress to consumers;

[0063] The complaint viewing unit is used to save all complaint records of consumers and provide historical complaint records and detailed information display functions.

[0064] In this embodiment, the multi-channel submission method unit provides consumers with multiple complaint submission channels (such as web pages, apps, telephones, emails, social media, etc.), so that consumers can choose the most suitable method to submit complaints according to their own habits or convenience. Multiple submission methods can cover a wider range of consumer groups, especially those consumers who may not be familiar with or prefer to use specific digital channels. Providing diverse submission methods can increase consumers' trust and reliance on the complaint handling system and improve user stickiness; through the guided filling method of the guided filling interface unit, consumers can more easily understand what information needs to be filled in and reduce the possibility of filling in errors or omissions. Clear guidance steps and friendly interface design can enhance consumers' user experience and increase their satisfaction with the system; the complaint progress inquiry unit updates the complaint handling progress in real time and provides consumers with inquiry functions, which can increase the transparency of complaint handling and let consumers understand the current status of the complaint. By providing real-time information on the complaint progress, consumers Consumers can feel the efficiency and professionalism of the system, thereby enhancing their trust in the system. Consumers can keep abreast of the progress of complaints and reduce anxiety and uncertainty caused by waiting. Notification reminders of complaint progress sent to consumers by the notification reminder unit can ensure that consumers are kept up to date with the latest developments of complaints. Consumers can respond to system or enterprise requirements more quickly through notification reminders, such as providing additional information or confirming processing results. Notification reminders can increase the interactivity between consumers and the complaint handling system, making consumers feel more involved and valued. The complaint viewing unit saves all complaint records of consumers and provides historical complaint records and detailed information display functions, so that consumers can review and understand their complaint history at any time. Consumers can easily track whether their complaints have been properly handled and what the results of the handling are. By recording and displaying detailed information on complaints, enterprises can more easily analyze the causes and trends of complaints, thereby formulating targeted improvement measures and improving service quality.

[0065] Preferably, the platform complaint analysis and processing module includes:

[0066] The review unit is used to review the legality and integrity of complaint information submitted by consumers;

[0067] The analysis unit is used to mine and classify complaint data using big data analysis technology to identify hot issues and key merchants or brands;

[0068] The allocation unit is used to allocate the complaint to the corresponding processing personnel or departments according to the type of complaint and the information of the merchant or brand involved, and to set the priority of the complaint by adopting an intelligent allocation algorithm;

[0069] The processing and coordination unit is used to promptly convey consumers’ complaint information to the enterprise, and to convey the enterprise’s feedback to consumers.

[0070] In this embodiment, the audit unit conducts a legality review and information integrity review on the complaint information submitted by the consumer, and can effectively filter out illegal or invalid complaints; on the basis of the audit unit ensuring the legality and integrity of the information, the analysis unit can use big data analysis technology to conduct in-depth mining and accurate classification of complaint data, identify hot issues and key merchants or brands of complaints, and by identifying hot issues and key merchants, the analysis unit can provide more accurate information for the subsequent allocation unit to help the system optimize resource allocation and ensure efficient handling of key complaints, according to the type of complaint and the information of the merchant or brand involved; the allocation unit uses an intelligent allocation algorithm to allocate the complaint to the corresponding processing personnel or department This intelligent allocation not only improves the allocation efficiency, but also ensures that complaints are handled in the most professional way. The allocation unit can also set priorities according to the urgency and importance of the complaints to ensure that urgent complaints are handled in a timely manner, thereby improving the system's response speed and overall processing efficiency. The processing and coordination unit is responsible for promptly conveying consumer complaint information to the enterprise and conveying the enterprise's feedback to consumers. This two-way communication mechanism ensures the timely transmission of information and the effective resolution of problems. Through efficient processing and coordination, consumer problems can be resolved in a timely manner, and enterprises can promptly understand consumer needs and feedback, which helps to improve the relationship between consumers and enterprises and enhance customer satisfaction and loyalty.

[0071] Preferably, the analysis unit uses big data analysis technology to mine and classify complaint data to identify hot issues and key merchants or brands of complaints, including:

[0072] Pre-process the received complaint data by cleaning, deduplication, and formatting;

[0073] Perform feature extraction on the preprocessed data;

[0074] According to the characteristics and analysis objectives of complaint data, use the corresponding machine learning algorithm to conduct in-depth mining to obtain complaint information;

[0075] Use clustering algorithms to classify complaint information into different categories;

[0076] Through the association analysis algorithm, the correlation between complaints of different categories is obtained;

[0077] Identify different categories of complaints and their corresponding correlations, and identify hot issues and key merchants or brands in complaints.

[0078] In this embodiment, the quality and accuracy of complaint data can be significantly improved through preprocessing steps such as cleaning, deduplication and formatting. The preprocessing process can remove redundant and invalid data, reduce the computational burden of subsequent algorithms, and improve overall analysis efficiency. Based on the preprocessed data, the feature extraction unit can accurately identify and extract key information in the complaint data, such as complaint type, involved merchants, complaint time, etc. Effective feature extraction can significantly improve the performance of the machine learning algorithm, enabling it to more accurately identify hot issues and key merchants in complaints. By using the corresponding machine learning algorithm, the deep mining unit can discover hidden rules and patterns in the complaint data, such as the frequent occurrence time of complaints, the main complaint types, etc. The deep mining algorithm can perform high-precision recognition based on the extracted features and accurately distinguish different categories of complaints. The clustering algorithm can divide the complaint information obtained by deep mining into Different categories, such as complaints about quality issues and service attitudes, can help companies develop corresponding handling strategies for different types of complaints. Through classification, companies can allocate processing resources more accurately to ensure that key types of complaints are handled promptly and effectively. The association analysis algorithm can discover the correlation between different types of complaints. For example, one type of complaint may have some connection or common cause with another type of complaint. The results of the correlation analysis can provide an important reference for companies to develop comprehensive handling strategies, helping them to grasp the nature and root causes of the complaint issues as a whole. Based on the results of classification and correlation analysis, the identification unit can accurately identify the current hot issues and key complaint types, providing a clear direction for the company's improvement measures. At the same time, the identification unit can also determine which merchants or brands are the focus of complaints based on the analysis of complaint data, which helps companies take targeted management and improvement measures.

[0079] It should be noted that appropriate machine learning algorithms should be selected according to the characteristics of complaint data and the analysis objectives. For example, for text classification tasks, support vector machines (SVM), Naive Bayes or deep learning algorithms (such as LSTM) can be selected. For regression tasks, linear regression, decision tree regression and other algorithms can be selected. For the text content in the complaint data, natural language processing (NLP) technology can be used for in-depth mining. For example, sentiment analysis algorithms can be used to evaluate consumers' sentiment tendencies, or keyword extraction algorithms can be used to extract key information from complaints. Through association analysis algorithms (such as the April algorithm), the correlation between different complaints can be discovered, thereby revealing potential problems or trends.

[0080] Preferably, the allocation unit uses an intelligent allocation algorithm to allocate the complaint to a corresponding processing person or department according to the type of complaint and the information of the merchant or brand involved, specifically including:

[0081] Compare the types of complaints and the information of the merchants or brands involved with the preset allocation rules one by one, and match the corresponding allocation rules and priority rankings;

[0082] Determine the corresponding processing department or personnel based on the matched allocation rules and priority ranking;

[0083] Assign complaint information to the selected processing department or personnel, and notify the processing department or personnel to receive new complaint tasks.

[0084] In this embodiment, according to the type of complaint and the merchant or brand information involved, they are compared with the preset allocation rules one by one to ensure that the most appropriate allocation rule can be found for each complaint. This precise matching reduces the need for manual intervention and improves the accuracy and efficiency of allocation. The preset allocation rules can be adjusted and optimized according to actual conditions to adapt to the processing requirements of different time periods, different merchants or brands, and different complaint types. This flexibility enables the allocation unit to continuously adapt to changes and maintain efficient operation; by prioritizing the matched allocation rules, it is possible to determine which complaints need to be handled first. This priority sorting helps to ensure that urgent and important complaints are handled in a timely manner, improving overall processing efficiency and customer satisfaction. Priority sorting can also take into account the workload of the processing department or personnel to avoid some departments or personnel from being overloaded due to handling too many complaints. This balanced workload The ability to load helps maintain the stability and efficiency of the processing team; based on the matched allocation rules and priority sorting, it can quickly determine the department or person who handles the complaint. This quick positioning reduces the time that complaints stay in the system and improves the processing speed. By accurately matching the allocation rules and priority sorting, it can ensure that the complaints are assigned to the processing department or person with relevant expertise and experience. This professional matching helps ensure that complaints are properly handled and improve customer satisfaction; it is responsible for assigning complaint information to the selected processing department or person and notifying them to receive new complaint tasks. This ability to convey information in a timely manner ensures that the processing department or person can quickly understand the complaint situation and start processing. Through automated notification and allocation processes, it promotes collaborative work between processing departments or personnel. This collaborative efficiency improves the overall processing speed and quality, and helps to improve customer satisfaction and the overall operational efficiency of the enterprise.

[0085] Preferably, the enterprise complaint handling module includes:

[0086] Obtain a data analysis unit to receive complaint information pushed by the platform;

[0087] Complaint handling and tracking unit, used to track the progress of complaint handling and record and archive the handling results;

[0088] User return visit and satisfaction evaluation unit, which is used to return the user after the complaint is handled to understand the user's satisfaction with the handling results;

[0089] Data statistics and analysis unit, used to collect statistics and analyze data from the entire complaint handling process;

[0090] The complaint warning unit is used to set complaint warning indicators and take corresponding processing measures when receiving warning information.

[0091] In this embodiment, the complaint information pushed by the platform is received in real time by the acquisition data analysis unit, ensuring that the complaint data can enter the processing flow in time and reduce processing delays; the complaint processing and tracking unit is based on the accurate complaint information provided by the acquisition data analysis unit, and the unit can quickly start the processing flow to ensure that the complaint is responded to in time. By tracking the progress of complaint processing, the unit can ensure that each complaint is properly handled, and the processing process is recorded and archived for subsequent inquiries and audits; after the complaint processing is completed, the user return visit and satisfaction evaluation unit can return the user in time to understand the user's satisfaction with the processing results, which is helpful to timely discover and improve problems in the service. Through user satisfaction evaluation, the unit can provide enterprises with Valuable user feedback helps companies continuously improve service quality and complaint handling processes; the data statistics and analysis unit can collect and integrate data from the entire complaint handling process, including complaint type, processing time, user satisfaction, etc., and provide comprehensive data analysis reports for company management. Based on the data analysis results, the unit can provide companies with targeted optimization suggestions to help them improve their complaint handling strategies and enhance overall operational efficiency; by setting complaint warning indicators, the complaint warning unit can promptly discover and warn of potential complaint issues, providing a time window for companies to take measures in advance. Upon receiving warning information, the unit can quickly initiate an emergency response mechanism to ensure that complaints are handled promptly and effectively to avoid further deterioration of the problem.

[0092] A method for handling consumer complaints, characterized in that the method applies any one of the above consumer complaint handling systems, specifically comprising:

[0093] Consumers submit complaint information through the consumer complaint release module;

[0094] The platform complaint analysis and processing module reviews, analyzes, distributes and processes complaint information;

[0095] The enterprise complaint processing module receives complaint information pushed by the platform complaint analysis and processing module, analyzes the complaint data, sets complaint warning indicators, and takes corresponding processing measures when receiving warning information.

[0096] Preferably, the method further comprises storing and managing consumer complaint information, enterprise information, processing records, and analysis data through a data storage layer.

[0097] In this embodiment, the data storage layer can ensure that all consumer complaint information, enterprise information, processing records and analysis data are stored completely and accurately, avoiding the risk of data loss or damage. The data storage layer records the entire process of complaint handling, including complaint submission, review, analysis, allocation, processing and result feedback, etc., so that the data is traceable, which helps to trace the ins and outs of complaint handling when necessary and provide strong evidence support for solving problems; the data storage layer enables different departments or teams to share complaint handling data, avoiding the occurrence of information islands, which helps to promote collaborative work between departments and improve overall processing efficiency.

[0098] A computing device comprises a memory, a processor and a computer program stored in the memory and executable on the processor, wherein the processor implements the steps of the above-mentioned consumer complaint handling method when executing the computer program.

[0099] A computer-readable storage medium having a computer program stored thereon, wherein the computer program, when executed by a processor, implements the steps of the above-mentioned consumer complaint handling method.

[0100] The above description is only a preferred embodiment of the present invention and is not intended to limit the present invention. Any modifications, equivalent substitutions, improvements, etc. made within the spirit and principles of the present invention should be included in the protection scope of the present invention.

Claims

1. A consumer complaint handling system, characterized in that: include: The consumer complaint publishing module is used to receive complaint information submitted by consumers, and provides multi-channel submission methods, a guided filling interface, as well as complaint progress query, notification reminders and complaint review functions; The platform complaint analysis and processing module is used to review the received complaint information, use big data analysis technology to mine, classify and identify hot issues of complaint data, and intelligently assign complaints to corresponding processing personnel or departments according to the complaint type or the brand information of the merchant involved, set complaint priorities, coordinate communication between consumers and enterprises, and evaluate the processing results; The enterprise complaint processing module is used to receive complaint information pushed by the platform, conduct investigation and processing, maintain feedback and communication with consumers, obtain and analyze complaint data, set complaint early warning indicators, and take corresponding processing measures when receiving early warning information.

2. A consumer complaint handling system according to claim 1, characterized in that: The consumer complaint publishing module includes: A multi-channel submission method unit is used to provide consumers with multiple ways to submit complaints; A guided filling interface unit is used to guide consumers to fill in complaint information and upload relevant evidence through a guided filling method; Complaint progress inquiry unit, used to update the complaint handling progress in real time and provide inquiry functions to consumers; Notification reminder unit, used to send notification reminders of complaint progress to consumers; The complaint viewing unit is used to save all complaint records of consumers and provide historical complaint records and detailed information display functions.

3. A consumer complaint handling system according to claim 2, characterized in that: The platform complaint analysis and processing module includes: The review unit is used to review the legality and integrity of complaint information submitted by consumers; The analysis unit is used to mine and classify complaint data using big data analysis technology to identify hot issues and key merchants or brands; The allocation unit is used to allocate the complaint to the corresponding processing personnel or departments according to the type of complaint and the information of the merchant or brand involved, and to set the priority of the complaint by adopting an intelligent allocation algorithm; The processing and coordination unit is used to promptly convey consumers’ complaint information to the enterprise, and to convey the enterprise’s feedback to consumers.

4. A consumer complaint handling system according to claim 3, characterized in that: The analysis unit uses big data analysis technology to mine and classify complaint data and identify hot issues and key merchants or brands in complaints, including: Pre-process the received complaint data by cleaning, deduplication, and formatting; Perform feature extraction on the preprocessed data; According to the characteristics and analysis objectives of complaint data, use the corresponding machine learning algorithm to conduct in-depth mining to obtain complaint information; Use clustering algorithms to classify complaint information into different categories; Through the association analysis algorithm, the correlation between complaints of different categories is obtained; Identify different categories of complaints and their corresponding correlations, and identify hot issues and key merchants or brands in complaints.

5. A consumer complaint handling system according to claim 4, characterized in that: The allocation unit uses an intelligent allocation algorithm to allocate the complaint to the corresponding processing personnel or departments according to the type of complaint and the information of the merchant or brand involved, including: Compare the types of complaints and the information of the merchants or brands involved with the preset allocation rules one by one, and match the corresponding allocation rules and priority rankings; Determine the corresponding processing department or personnel based on the matched allocation rules and priority ranking; Assign complaint information to the selected processing department or personnel, and notify the processing department or personnel to receive new complaint tasks.

6. A consumer complaint handling system according to claim 5, characterized in that: The enterprise complaint handling module includes: Obtain a data analysis unit to receive complaint information pushed by the platform; Complaint handling and tracking unit, used to track the progress of complaint handling and record and archive the handling results; User return visit and satisfaction evaluation unit, which is used to return the user after the complaint is handled to understand the user's satisfaction with the handling results; Data statistics and analysis unit, used to collect statistics and analyze data from the entire complaint handling process; The complaint warning unit is used to set complaint warning indicators and take corresponding processing measures when receiving warning information.

7. A method for handling consumer complaints, characterized in that: The method applies the consumer complaint handling system described in any one of claims 1 to 6, and specifically includes: Consumers submit complaint information through the consumer complaint release module; The platform complaint analysis and processing module reviews, analyzes, distributes and processes complaint information; The enterprise complaint processing module receives complaint information pushed by the platform complaint analysis and processing module, analyzes the complaint data, sets complaint warning indicators, and takes corresponding processing measures when receiving warning information.

8. A method for handling consumer complaints according to claim 7, characterized in that: The method also includes storing and managing consumer complaint information, enterprise information, processing records, and analytical data through a data storage layer.

9. A computing device, characterized in that The method comprises a memory, a processor and a computer program stored in the memory and executable on the processor, wherein the processor implements the steps of the method for handling consumer complaints as claimed in claim 8 when executing the computer program.

10. A computer-readable storage medium, characterized in that: The storage medium stores a computer program, which, when executed by a processor, implements the steps of the consumer complaint handling method of claim 8.

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