Automatic after-sales request classification and response system based on natural language processing

Abstract

The invention provides an after-sales request automatic classification and response system based on natural language processing, and the system comprises a management subsystem which comprises user management, role management and organization management; the archive management subsystem comprises brand management, operator management and basic information management; the after-sales query subsystem comprises order query, maintenance service information query and re-purchase intention query; the delivery early warning subsystem is used for carrying out early warning prompt on the orders close to the delivery deadline; the delivery subsystem is used for online interaction between customers and delivery personnel; and the after-sales maintenance subsystem is used for online interaction between customers and maintenance personnel. According to the invention, the customer can receive the goods according to the appropriate time through the means of changing the delivery application, and the online shopping experience of the customer is further improved.

Description

Technical Field

[0001] The present invention relates to the technical field of online shopping systems, and in particular to an automatic classification and response system for after-sales requests based on natural language processing. Background Art

[0002] With the rapid development and popularization of Internet technology, e-commerce has become an important part of the global economy. As the core carrier of e-commerce, shopping websites have not only broken the time and space limitations of traditional business models, but also greatly improved shopping efficiency and satisfaction through technical means such as big data analysis and personalized recommendations. This provides a solid technical foundation for the development of user service systems on online shopping platforms.

[0003] The user service system of online shopping platforms can greatly improve user satisfaction by providing timely, accurate and personalized services. This helps to enhance users' trust and loyalty to the platform, thereby promoting the long-term development of the platform; the user service system can automatically handle a large number of customer requests and questions, reduce manual intervention and improve work efficiency. This can not only reduce operating costs, but also allow operators to have more time to focus on handling complex issues and providing value-added services.

[0004] However, in current e-commerce applications, the final customer's delivery time is often determined based on the merchant's delivery time and the logistics company's transportation time, resulting in customers being unable to choose a suitable delivery time, which in turn affects customers' normal lives and causes inconvenience. Summary of the invention

[0005] In view of this, the present invention proposes an automatic classification and response system for after-sales requests based on natural language processing to solve the problems existing in the above-mentioned prior art.

[0006] To achieve the above-mentioned purpose, the present invention proposes an automatic classification and response system for after-sales requests based on natural language processing, including a management subsystem, a file management subsystem, an after-sales query subsystem, a delivery warning subsystem, a shipping subsystem, and an after-sales maintenance subsystem;

[0007] The management subsystem includes user management, role management, and organizational management;

[0008] The archive management subsystem includes brand management, operation personnel management, and basic information management;

[0009] The after-sales inquiry subsystem includes order inquiry, maintenance service information inquiry, and repurchase intention inquiry;

[0010] The delivery warning subsystem is used to issue warning reminders for orders approaching the delivery deadline;

[0011] The delivery subsystem is used for online interaction between customers and delivery personnel;

[0012] The after-sales maintenance subsystem is used for online interaction between customers and maintenance personnel.

[0013] Furthermore, the user management includes user information entry, account activation and locking, user information modification, user password reset, and user deletion;

[0014] The role management includes role information entry, role authority setting, role information modification, role user status query, and role deletion;

[0015] The organization management includes organization information entry, organization information modification, organization user status query, and organization deletion.

[0016] Furthermore, the brand management includes brand information import, brand information maintenance, brand review, and brand deletion;

[0017] The operator management includes operator information entry, operator information modification, and operator deletion;

[0018] The basic information management includes dictionary type entry, dictionary type modification, and dictionary deletion.

[0019] Furthermore, the order query includes: querying orders according to store, brand code, and status; querying all orders without setting conditions; viewing specific information of the current order; and exporting all order information;

[0020] The maintenance service information query includes: querying maintenance service information according to store, status, maintenance item, and appointment date; querying all maintenance service information without setting conditions; viewing the specific information of the current maintenance service; and exporting all maintenance service information;

[0021] The repurchase intention query includes: querying repurchase intention according to stores and brands; querying all repurchase intention information without setting conditions; viewing specific information of current repurchase intention; and exporting all repurchase intention information.

[0022] Furthermore, the delivery warning subsystem includes: issuing warnings for orders that are about to reach the delivery date. If the delivery date is today, the warning displays the order in red; if the delivery date is within 3 days, the warning displays the order in orange; if the delivery date is within 7 days, the warning displays the order in yellow.

[0023] Furthermore, the shipping subsystem includes order shipping, order delivery, receipt and evaluation;

[0024] The order delivery includes: the operation personnel selects the unassigned and customer-confirmed orders for processing, fills in the delivery personnel information for delivery, and after the delivery personnel is assigned, the brand-side order becomes assigned, the delivery personnel's name is displayed, and the person can be reassigned by clicking Modify Delivery Personnel; after the delivery personnel is assigned, the customer-side order displays the assigned delivery personnel's name and phone number.

[0025] The order delivery includes: the delivery personnel check the delivery task, if the delivery time has not arrived, the task is displayed in the system task notice; if the delivery time is today, it is displayed in the system today's task; at the same time, the tasks delivered today are displayed; the delivery personnel check the completed maintenance tasks through the delivery record;

[0026] After the delivery person successfully delivers the goods, he will send a text message to the customer to confirm receipt;

[0027] The receipt and evaluation include: the customer confirms the receipt and orders through a text message link; if the customer does not make an evaluation on the same day, a five-star evaluation will be given by default on the next day; the customer can also find unevaluated orders on their own to confirm the receipt and order evaluation.

[0028] Furthermore, when the customer is unable to confirm receipt of the goods, he or she can view the orders that cannot be confirmed for delivery through the "All Orders" page on the client side. The operation staff selects the orders that need to be rescheduled through the system, fills in the reason and time for rescheduling, and applies for rescheduling. After the rescheduling application is initiated and the customer approves the application, the order status on the client side changes to pending delivery, and the customer receives a postponement SMS; when the customer refuses to reschedule, the order status on the client side changes to rejected, and no SMS is sent.

[0029] Furthermore, after the customer agrees to the rescheduling, the system operator will enter the order delivery again and designate a delivery person for the rescheduled order. Only after the customer agrees to the rescheduling can the brand-side staff re-query the order during order delivery.

[0030] Furthermore, the after-sales maintenance subsystem includes:

[0031] The customer fills in the maintenance requirement through the customer terminal and submits it. The after-sales maintenance subsystem sends a text message reminder to the customer, and the order status is pending order;

[0032] The operator maintains the submitted maintenance requirements and fills in the maintenance personnel information. The customer receives a text message reminder, and the customer terminal displays the maintenance personnel's name, contact number, and door-to-door time.

[0033] The maintenance personnel confirms the order through the after-sales maintenance subsystem. At this time, the customer terminal displays the status as pending maintenance and displays the time when the after-sales maintenance personnel accepts the order;

[0034] After the maintenance service is completed, the maintenance personnel confirms that the maintenance has been completed through the after-sales maintenance subsystem. At this time, the order status is not evaluated, and the customer can evaluate the order.

[0035] Compared with the prior art, the present invention has the following beneficial effects:

[0036] The system of the present invention integrates user management, role management and organizational management, which is convenient for operators and users to have a more comprehensive understanding of store and brand information. Moreover, through the delivery subsystem, when a customer chooses not to confirm receipt of the goods, the customer can receive the goods at a suitable time by applying for rescheduling the delivery, thereby further improving the customer's online shopping experience. BRIEF DESCRIPTION OF THE DRAWINGS

[0037] Various other advantages and benefits will become apparent to those of ordinary skill in the art by reading the detailed description of the preferred embodiments below. The accompanying drawings are only for the purpose of illustrating the preferred embodiments and are not to be considered as limiting the present invention. Moreover, the same reference symbols are used throughout the accompanying drawings to represent the same components. In the accompanying drawings:

[0038] Figure 1 A schematic diagram of a system user management interface in an embodiment of the present invention;

[0039] Figure 2 A schematic diagram of a user information input interface in an embodiment of the present invention;

[0040] Figure 3 This is a schematic diagram of a role management interface in an embodiment of the present invention;

[0041] Figure 4 This is a schematic diagram of a role information input interface in an embodiment of the present invention;

[0042] Figure 5 This is a schematic diagram of an organization management interface in an embodiment of the present invention;

[0043] Figure 6 This is a schematic diagram of an interface for inputting organizational information in an embodiment of the present invention;

[0044] Figure 7 This is a schematic diagram of a brand management interface in an embodiment of the present invention;

[0045] Figure 8 This is a flow chart of a delivery subsystem in an embodiment of the present invention;

[0046] Fig. 9 This is a schematic diagram of an after-sales maintenance application interface in an embodiment of the present invention;

[0047] Fig.10 It is a schematic diagram of the after-sales maintenance progress in an embodiment of the present invention. DETAILED DESCRIPTION

[0048] Exemplary embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. Although exemplary embodiments of the present disclosure are shown in the accompanying drawings, it should be understood that the present disclosure can be implemented in various forms and should not be limited by the embodiments set forth herein. On the contrary, these embodiments are provided in order to enable a more thorough understanding of the present disclosure and to be able to fully convey the scope of the present disclosure to those skilled in the art. It should be noted that, in the absence of conflict, the embodiments of the present invention and the features described in the embodiments can be combined with each other. The present invention will be described in detail below with reference to the accompanying drawings and in combination with the embodiments.

[0049] This embodiment proposes an automatic classification and response system for after-sales requests based on natural language processing, including a management subsystem, a file management subsystem, an after-sales query subsystem, a delivery warning subsystem, a shipping subsystem, and an after-sales maintenance subsystem;

[0050] The management subsystem includes user management, role management, and organizational management;

[0051] The archive management subsystem includes brand management, operation personnel management, and basic information management;

[0052] The after-sales inquiry subsystem includes order inquiry, maintenance service information inquiry, and repurchase intention inquiry;

[0053] The delivery warning subsystem is used to issue warning reminders for orders approaching the delivery deadline;

[0054] The delivery subsystem is used for online interaction between customers and delivery personnel;

[0055] The after-sales maintenance subsystem is used for online interaction between customers and maintenance personnel.

[0056] System login: After entering the URL in the browser, you will automatically enter the login page. Here you need to enter the username and password provided by the administrator, click the login button or press the Enter key to log in. After a successful login, you will enter the system interface. If the login fails, there will be a corresponding prompt.

[0057] User management: Figure 1 As shown in the figure, in user management, you can manage the users who log in to the ERP management backend. You can query based on user account or user name, or click the "Reset" button to remove the conditions and query all users.

[0058] (1) Add a new account. To add a new user account, click the "User Entry" button and enter the user information, such as Figure 2As shown; you can also click the "Template Download" button to download the Excel user template table, fill in the user information to be added, and then click the "Import" button to import the template table. The accounts in the system can be saved as Excel files through the "Export" button.

[0059] (2) Account activation and locking. When the user account status is "inactive", the account cannot be logged in; when the user account status is "activated", the account can be logged in. Click the "Activate User" button to activate the account and unlock the locked user. Click the "User Lock" button to lock the activated user.

[0060] (3) Modify information. Click the "User Edit" button to modify the information of an existing user account.

[0061] (4) Reset password. If a user forgets their login password, they can select an account to reset the password.

[0062] (5) Delete a user. Click Delete next to the corresponding user.

[0063] Role Management

[0064] In role management, you can manage user role permissions. Figure 3 As shown, you can search by role name, or click the "Reset" button to remove the conditions and search for all roles.

[0065] (1) Add a new role. Click "Enter role" and enter the role code and name, such as Figure 4 As shown; you can also click the "Template Download" button to download the Excel template, fill in the role information to be added, and then click the "Import" button to import the template. The roles in the system can be saved as Excel files using the "Export" button.

[0066] (2) Set role permissions. Select the role for which permissions need to be set, click "Set Permissions", and assign the corresponding table permissions.

[0067] (3) Modify role information. Click the "Edit role" button to modify the information of an existing role.

[0068] (4) Query the user status under the role. Click the "User" button after the role to view the user status under the current role.

[0069] (5) Delete a role. Click "Delete" after the corresponding role. Before deleting, make sure that no user has used the role, otherwise it cannot be deleted.

[0070] Organizational Management

[0071] In organizational management, define the organizational structure, such as Figure 5 shown.

[0072] (1) Add an organization. Click the "Enter Organization" button to enter the organization information, such as Figure 6 As shown; you can also click the "Template Download" button to download the Excel template, fill in the organization information to be added, and then click the "Import" button to import the template. The organization in the system can be saved as an Excel file using the "Export" button.

[0073] (2) Modify information. Click the "Organization Edit" button to modify the information of an existing organization.

[0074] (3) Query the user status of the organization. Click the "View Members" button after the organization to view the user status of the current organization.

[0075] (4) Delete an organization. Click "Delete" after the corresponding organization.

[0076] Change User Password

[0077] Modify the password of the currently logged in user. Enter the original password and the new password and click OK.

[0078] File Management

[0079] Brand Definition

[0080] Brand definition can maintain basic brand information and control whether the brand participates in order tracking and maintenance. Figure 7 As shown, you can make precise inquiries based on multiple conditions such as store, brand code, whether it is maintained, etc. You can also click the "Reset" button to remove the conditions and query all brands. Select a single brand and click "View" to view the specific information of the current brand.

[0081] (1) Brand import. Click the "Template Download" button to download the Excel template, fill in the brand information to be imported, and then click the "Import" button to import the template. The brand information in the system can be saved as an Excel file using the "Export" button.

[0082] (2) Set up maintenance and order tracking brands. Click the "Edit" button to maintain brand information. You can set whether it is a maintenance brand and whether it participates in the order tracking system to control the display of orders and maintenance brands on the mini program.

[0083] (3) Brand review. After importing, the brand status is input. You must click the "Review" button. After the brand status changes to review, the brand's related settings will take effect normally.

[0084] (4) Delete a brand. After selecting a brand, click the "Batch Delete" button to delete multiple brand information in batches. Approved brands cannot be deleted.

[0085] Home Management

[0086] File Management

[0087] Definition of operator information

[0088] The definition of operator information can maintain the personnel information of the brand side that logs in to the mini program. You can make accurate inquiries based on multiple conditions such as store, name, mobile phone number, etc. You can also click the "Reset" button to remove the conditions and query all personnel information. Select a single person and click "View" to view the specific information of the current person.

[0089] (1) Add new operators. To add new brand operators, click the "Enter" button. Only operators with valid status can log in to the mini program. The brand operator information in the system can be saved as an Excel file using the "Export" button.

[0090] (2) Modify information. Click the "Edit" button to modify the brand operator information.

[0091] (3) Delete personnel. Select personnel and click the "Batch Delete" button to delete multiple personnel information in batches.

[0092] Basic information definition

[0093] Basic information definition, you can customize the basic information such as repurchase brand, repurchase reason, free maintenance items, maintenance fee items, etc. You can search according to the dictionary name, dictionary code, or click the "Reset" button to remove the conditions and query all information.

[0094] (1) Enter the dictionary and its categories. Click "Enter dictionary category" to enter the dictionary; click "View category" after the dictionary, and click "Enter category" to enter the category under the dictionary.

[0095] (2) Modify information. Select the dictionary to be modified and click the "Edit" button to modify the dictionary information; click "View Type" after the dictionary and click "Type Edit" to modify the type under the dictionary.

[0096] (3) Delete. Click the "Delete" button after the dictionary to delete the dictionary; click "View Type" after the dictionary, and click the "Delete" button after the type to delete the type under the dictionary.

[0097] Order Management

[0098] Order Definition

[0099] Order definition, you can check the order completion status. You can make accurate inquiries based on multiple conditions such as store, brand code, status, etc. You can also click the "Reset" button to remove the conditions and query all orders. Select a single order and click "View" to view the specific information of the current order, or click the "Export" button to export all order information.

[0100] Maintenance service table definition

[0101] Maintenance service table definition, you can query maintenance service order information and maintain after-sales maintenance service personnel. You can accurately query based on multiple conditions such as store, status, maintenance items, appointment date, etc., or click the "Reset" button to remove the conditions and query all maintenance service orders. Select a single order and click "View" to view the specific information of the current maintenance service order, or click the "Export" button to export all maintenance service order information.

[0102] (1) Maintain after-sales maintenance service personnel. Click the "Edit" button to maintain the name and mobile phone number of the after-sales maintenance service personnel for the current order. The maintenance appointment date can be changed after consultation with the customer.

[0103] Repurchase Intention Form Definition

[0104] The definition of the repurchase intention table can query the customer repurchase intention survey information. You can perform precise queries based on multiple conditions such as stores and brands, or click the "Reset" button to remove the conditions and query all repurchase intention information. Select a single data and click "View" to view the specific information of the current customer's repurchase intention, or click the "Export" button to export all repurchase intention information.

[0105] Home delivery alert

[0106] Home delivery warning, you can check the warning information of order delivery, and issue warnings for orders that are about to reach the delivery date so that the orders can be processed. If the delivery date is the same day, the warning will display the order in red; if the delivery date is within 3 days, the warning will display the order in orange; if the delivery date is within 7 days, the warning will display the order in yellow.

[0107] Customers, brand operations staff, and after-sales delivery and maintenance personnel can use WeChat mini-programs to realize independent brand dispatching, automatic order acceptance by service personnel, and independent confirmation by customers. They can also track service progress in real time, check order status online, and make appointments for maintenance services.

[0108] Customer confirms order

[0109] like Figure 8 As shown, after the customer purchases the product, the order is generated. The customer enters the mini program page according to the SMS link (the SMS is sent three days in advance of the delivery date) and clicks "Confirm Shipment".

[0110] Customers can also find the order to be shipped through My Orders - All Orders in the mini program and "confirm shipment". After confirmation, the order status changes to Waiting for Delivery.

[0111] Order delivery

[0112] After defining the brand operation personnel in the ERP management background, the brand end personnel log in to the mini program. In the order delivery, select the unassigned and customer-confirmed orders for processing, fill in the delivery personnel information, and click the "Confirm Assignment" button to deliver. Orders that the customer has not confirmed the delivery cannot be assigned.

[0113] After assigning a delivery person, the brand-side order becomes assigned, and the delivery person's name is displayed. You can click Modify Delivery Person to reassign the person.

[0114] After assigning a delivery person, the customer-side order will display the assigned delivery person's name and phone number.

[0115] Order delivery process 1:

[0116] The after-sales delivery staff, that is, the delivery staff assigned by the brand, logs in to the mini program, clicks on the latest task - delivery task, and after the delivery is successful, clicks on "Delivered". At this time, the customer receives a text message confirming receipt.

[0117] When the after-sales delivery personnel check the delivery task, if the delivery time has not arrived, the task will be displayed in the task preview; if the delivery time is today, it will be displayed in today's tasks; today's completed tasks will be displayed in today's tasks. After-sales delivery personnel can view completed maintenance tasks in task records - delivery records.

[0118] Customer receipt and evaluation

[0119] After the delivery is successful, the customer enters the mini program through the SMS link to "confirm receipt" and rate the order. If the customer does not rate the order on the same day, a five-star rating will be given by default the next day.

[0120] Customers can also find this unevaluated order through My Orders - All Orders in the mini program to "confirm receipt" and evaluate the order.

[0121] Brands can view completed orders and customer reviews through historical orders.

[0122] Order delivery process 2

[0123] Customer cannot confirm order

[0124] After the order is generated, the customer enters the mini program page through the SMS link, but cannot click "Confirm Delivery". Both parties communicate to confirm the next delivery time. The customer can also find the order that cannot click "Confirm Delivery" through My Orders - All Orders in the mini program.

[0125] Order delivery reschedule

[0126] After defining brand operation personnel in the ERP management background, brand personnel log in to the mini program. Select the order that needs to be rescheduled in the order delivery, click the "Reschedule Delivery" button, fill in the reason for the rescheduling and the rescheduling time, and click "Rescheduling Application". After the brand initiates the rescheduling application, the order status can be checked in the rescheduling notification.

[0127] Customer confirms order rescheduling

[0128] The customer enters the mini program, "Apply" the rescheduling application in the rescheduling message, or finds the pending order in My Orders and "Apply" the rescheduling application. After approval, the customer's order status changes to waiting for delivery, and the customer will receive a delay SMS. When the customer "Rejects" the rescheduling, the customer's order status changes to rejected, and no SMS is sent.

[0129] Order delivery

[0130] After the customer agrees to reschedule, the brand staff will enter the order again for delivery and designate a delivery person for the rescheduled order. The specific content is the same as order delivery process one.

[0131] The brand staff can only check the order again during order delivery after the customer "approves" the rescheduling.

[0132] If the customer "rejects" the rescheduling, the brand staff can only find the order in the rescheduling notice. If you need to reschedule, you can find the order in the rescheduling notice and process it.

[0133] After the delivery person is assigned, the customer-side order will display the name and phone number of the assigned delivery person, as well as the original delivery date and the reason for the rescheduling.

[0134] After-sales delivery staff delivered

[0135] The after-sales delivery personnel, i.e. the delivery personnel assigned by the brand, log in to the mini program, click on the latest task - delivery task, and after the delivery is successful, click "Delivered". At this time, the customer will receive a SMS message confirming receipt. The specific content is the same as the order delivery process 1.

[0136] Customer receipt and evaluation

[0137] After the delivery is successful, the customer enters the mini program through the SMS link to "confirm receipt" and evaluate the order. The specific content is the same as the order delivery process 1.

[0138] Customer submits maintenance application

[0139] like Fig. 9 As shown, the customer logs in to the mini program, enters the maintenance service, clicks on the "Maintenance Application Entrance", fills in the maintenance requirements and clicks "Submit".

[0140] ERP management backend maintenance personnel

[0141] After the maintenance personnel's contact number and name are maintained in the ERP management background, the customer will receive a text message reminder. At this time, the customer end will display the maintenance personnel's name, contact number, and door-to-door time.

[0142] After-sales maintenance personnel accept orders

[0143] After-sales maintenance personnel, i.e. personnel who maintain the ERP management backend, log in to the applet, click on the latest task - maintenance task, and click "Confirm Order". At this time, the customer side displays the status as pending maintenance, and displays the time when the after-sales maintenance personnel accept the order.

[0144] After-sales maintenance personnel complete the service

[0145] After the maintenance service is completed, the after-sales maintenance personnel enter the mini program again, click the latest task - maintenance task, and click "Maintenance completed".

[0146] When after-sales maintenance personnel view tasks, if the maintenance time has not arrived, the task will be displayed in the task notice; if the maintenance time is today, it will be displayed in today's tasks; today's completed tasks will be displayed in today's tasks. After-sales maintenance personnel can view completed maintenance tasks in task records - maintenance records.

[0147] Customer Reviews

[0148] like Fig.10 As shown in the figure, when a customer enters the mini program, the order status is Unrated, and the customer can evaluate the order. After the customer submits the evaluation, the status changes to Evaluated.

[0149] Customer repurchase intention survey

[0150] The customer logs in to the mini program, clicks "Repurchase Intention", selects the repurchase brand, selects the repurchase reason, and clicks "Submit". After submission, the management staff can view the customer's repurchase intention in the ERP management backend.

[0151] Those skilled in the art will appreciate that embodiments of the present invention may be provided as systems or computer program products. Therefore, the present invention may take the form of a complete hardware embodiment, a complete software embodiment, or an embodiment combining software and hardware. Furthermore, the present invention may take the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) containing computer-usable program codes.

[0152] The present invention is described with reference to the flowcharts and / or block diagrams of computer program products according to embodiments of the present invention. It should be understood that each process and / or block in the flowcharts and / or block diagrams, as well as the combination of processes and / or blocks in the flowcharts and / or block diagrams, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, an embedded processor, or other programmable data processing device to generate a machine, so that the instructions executed by the processor of the computer or other programmable data processing device generate instructions for implementing the process in the flowchart. Figure 1 A process or multiple processes and / or boxes Figure 1 A device that provides the functions specified in a block or multiple blocks.

[0153] These computer program instructions may also be stored in a computer-readable memory capable of directing a computer or other programmable data processing device to operate in a specific manner, so that the instructions stored in the computer-readable memory produce an article of manufacture comprising an instruction device, which implements the process Figure 1 A process or multiple processes and / or boxes Figure 1 A function specified in one or more boxes.

[0154] These computer program instructions can also be loaded onto a computer or other programmable data processing device so that a series of operating steps are executed on the computer or other programmable device to produce a computer-implemented process, thereby providing instructions for implementing the process. Figure 1 A process or multiple processes and / or boxes Figure 1 The steps for the functions specified in one or more boxes.

[0155] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention rather than to limit it. Although the present invention has been described in detail with reference to the above embodiments, ordinary technicians in the relevant field should understand that the specific implementation methods of the present invention can still be modified or replaced by equivalents. Any modification or equivalent replacement that does not depart from the spirit and scope of the present invention should be covered within the scope of protection of the claims of the present invention.

Claims

1. An automatic classification and response system for after-sales requests based on natural language processing, characterized in that: Including management subsystem, file management subsystem, after-sales inquiry subsystem, delivery warning subsystem, delivery subsystem, after-sales maintenance subsystem; The management subsystem includes user management, role management, and organizational management; The archive management subsystem includes brand management, operation personnel management, and basic information management; The after-sales inquiry subsystem includes order inquiry, maintenance service information inquiry, and repurchase intention inquiry; The delivery warning subsystem is used to issue warning reminders for orders approaching the delivery deadline; The delivery subsystem is used for online interaction between customers and delivery personnel; The after-sales maintenance subsystem is used for online interaction between customers and maintenance personnel.

2. The after-sales request automatic classification and response system based on natural language processing according to claim 1 is characterized in that: The user management includes user information entry, account activation and locking, user information modification, user password reset, and user deletion; The role management includes role information entry, role authority setting, role information modification, role user status query, and role deletion; The organization management includes organization information entry, organization information modification, organization user status query, and organization deletion.

3. The after-sales request automatic classification and response system based on natural language processing according to claim 1 is characterized in that: The brand management includes brand information import, brand information maintenance, brand review, and brand deletion; The operator management includes operator information entry, operator information modification, and operator deletion; The basic information management includes dictionary type entry, dictionary type modification, and dictionary deletion.

4. The after-sales request automatic classification and response system based on natural language processing according to claim 1 is characterized in that: The order query includes: querying orders according to store, brand code, and status; querying all orders without setting conditions; viewing specific information of the current order; and exporting all order information; The maintenance service information query includes: querying maintenance service information according to store, status, maintenance item, and appointment date; querying all maintenance service information without setting conditions; viewing the specific information of the current maintenance service; and exporting all maintenance service information; The repurchase intention query includes: querying repurchase intention according to stores and brands; querying all repurchase intention information without setting conditions; viewing specific information of current repurchase intention; and exporting all repurchase intention information.

5. The after-sales request automatic classification and response system based on natural language processing according to claim 1 is characterized in that: The delivery warning subsystem includes: issuing warnings for orders that are about to reach the delivery date. If the delivery date is the same day, the warning displays the order in red; if the delivery date is within 3 days, the warning displays the order in orange; if the delivery date is within 7 days, the warning displays the order in yellow.

6. The after-sales request automatic classification and response system based on natural language processing according to claim 1 is characterized in that: The shipping subsystem includes order shipping, order delivery, receipt and evaluation; The order delivery includes: the operation personnel selects the unassigned and customer-confirmed orders for processing, fills in the delivery personnel information for delivery, and after the delivery personnel is assigned, the brand-side order becomes assigned, the delivery personnel's name is displayed, and the person can be reassigned by clicking Modify Delivery Personnel; after the delivery personnel is assigned, the customer-side order displays the assigned delivery personnel's name and phone number. The order delivery includes: the delivery personnel check the delivery task, if the delivery time has not arrived, the task is displayed in the system task notice; if the delivery time is today, it is displayed in the system today's task; at the same time, the tasks delivered today are displayed; the delivery personnel check the completed maintenance tasks through the delivery record; After the delivery person successfully delivers the goods, he will send a text message to the customer to confirm receipt; The receipt and evaluation include: the customer confirms the receipt and orders through a text message link; if the customer does not make an evaluation on the same day, a five-star evaluation will be given by default on the next day; the customer can also find unevaluated orders on their own to confirm the receipt and order evaluation.

7. The after-sales request automatic classification and response system based on natural language processing according to claim 6 is characterized in that: When the customer cannot confirm receipt of the goods, he / she can view the orders that cannot be confirmed for delivery through the "All Orders" page on the customer side. The operation staff selects the orders that need to be rescheduled through the system, fills in the reason and time for rescheduling, and applies for rescheduling. After the rescheduling application is initiated and the customer approves the application, the order status on the customer side changes to pending delivery, and the customer receives a delay SMS; when the customer refuses to reschedule, the order status on the customer side changes to rejected, and no SMS is sent.

8. The after-sales request automatic classification and response system based on natural language processing according to claim 7 is characterized in that: After the customer agrees to the rescheduling, the system operator will enter the order delivery again and designate a delivery person for the rescheduled order. Only after the customer agrees to the rescheduling can the brand-side staff re-query the order during order delivery.

9. The after-sales request automatic classification and response system based on natural language processing according to claim 1 is characterized in that: The after-sales maintenance subsystem includes: The customer fills in the maintenance requirement through the customer terminal and submits it. The after-sales maintenance subsystem sends a text message reminder to the customer, and the order status is pending order; The operator maintains the submitted maintenance requirements and fills in the maintenance personnel information. The customer receives a text message reminder, and the customer terminal displays the maintenance personnel's name, contact number, and door-to-door time. The maintenance personnel confirms the order through the after-sales maintenance subsystem. At this time, the customer terminal displays the status as pending maintenance and displays the time when the after-sales maintenance personnel accepts the order; After the maintenance service is completed, the maintenance personnel confirms that the maintenance has been completed through the after-sales maintenance subsystem. At this time, the order status is not evaluated, and the customer can evaluate the order.

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