Tourism complaint solution processing system

Abstract

The invention discloses a processing system for a tourism complaint solution, and the system comprises an information configuration module which is used for configuring complaint document information, related to business complaints, of various tourism products; the rule configuration module is used for setting a plurality of solutions according to the complaint document information, configuring a compensation scheme calculation rule corresponding to each solution and associating related liability departments; and the scheme generation module is used for screening out a target complaint solution corresponding to the target complaint document information from the solutions and outputting a corresponding target complaint compensation scheme in a matching manner. According to the invention, a rule configuration module configures corresponding solutions for various complaint document information and uniformly calculates a compensation amount standard at the same time; and after the target complaint document information is determined, the scheme generation module outputs a corresponding complaint solution and a compensation scheme, so that the complaint processing timeliness is ensured, the customer service operation cost is reduced, the complaint solution accuracy is improved, and the customer experience is improved.

Description

Technical Field

[0001] The present invention relates to the technical field of tourism complaint handling systems, and in particular to a processing system for a tourism complaint solution. Background Art

[0002] The tourism industry covers various types of products, such as hotel products, air ticket products, train ticket products, airport pick-up and drop-off products, taxi products, car rental products, chartered bus products, bus ticket products, visa products, insurance products, and other value-added service products, etc. Tourism belongs to a consumption product of the service experience type, with a long service process, covering multiple links such as before, during, and after the trip, and the supply chain and service providers are uneven, resulting in a high proportion of customer complaints and many complaint scenarios.

[0003] When customer service staff handle a large number of complaints, they need to remember a large number of operation specifications and compensation processes, which is time-consuming and laborious, and the complaint handling efficiency is low; for the same type of complaint scenarios, different complaint handling personnel may provide different solutions, and the complaint handling process and compensation standards are not strictly unified, resulting in a poor customer experience. Summary of the Invention

[0004] The technical problem to be solved by the present invention is to overcome the defect that in the prior art, due to the wide range of tourism product types, diverse complaint scenarios, and non-standardized complaint handling processes, the customer experience is poor, and to provide a system for a configured solution to tourism complaints.

[0005] The present invention solves the above technical problems through the following technical solutions:

[0006] In a first aspect, the present invention provides a processing system for a tourism complaint solution, and the processing system includes:

[0007] An information configuration module, configured to configure complaint document information related to various tourism products and business complaints;

[0008] A rule configuration module, configured to set a number of solutions according to the complaint document information, and configure a calculation rule for a compensation plan corresponding to each solution and an associated relevant responsible department;

[0009] A solution generation module, configured to screen out a target complaint solution corresponding to the target complaint document information from the solutions, and match and output a corresponding target complaint compensation plan.

[0010] Preferably, the information configuration module includes:

[0011] An information configuration unit for obtaining complaint document information related to various tourism products and business complaints; the complaint document information includes at least one of product type information, complaint scenario information, complaint classification information, complaint reason information, event description information, guidance plan information, responsible party information, compensation type information, responsibility reason information, and responsible department information;

[0012] A numerical value output unit for fully outputting the enumerated values corresponding to each type of the complaint document information.

[0013] Preferably, the rule configuration module includes:

[0014] A solution configuration unit for configuring a first-level solution according to the complaint document information and configuring a second-level solution according to the first-level solution;

[0015] A compensation plan configuration unit for obtaining the basic compensation amount and compensation multiple factor corresponding to each type of the complaint scenario information, and configuring a compensation plan calculation rule for the corresponding complaint scenario according to the basic compensation amount and the compensation multiple factor;

[0016] A responsible department configuration unit for configuring the corresponding responsible department according to the product type information, product feature information, and the responsible party information.

[0017] Preferably, the plan generation module includes:

[0018] A complaint solution selection unit for selecting the corresponding target complaint solution according to the complaint classification, complaint scenario, complaint classification, and complaint reason determined by the target complaint document information; the target complaint solution includes a target first-level solution and a target second-level solution;

[0019] A complaint compensation plan output unit for matching and outputting a compensation plan for the compensation difference, a compensation plan for the time value, or a compensation plan for emotional compensation according to the target complaint solution.

[0020] Preferably, the plan generation module further includes:

[0021] A basic information display unit for displaying the original complaint information entered according to the target complaint document; the original complaint information includes at least one of a complaint number, a product category, and UID information.

[0022] Preferably, the plan generation module further includes:

[0023] A responsible party selection unit, configured to select a responsible party according to the information of the target complaint document; the responsible party includes at least one of a customer group, a third-party hotel, a third-party airline, an enterprise employee, a supplier service department, a supplier product department, and a supplier business strategy department.

[0024] Preferably, the solution generation module further includes:

[0025] A responsibility information association unit, configured to associate order number information, responsible order number information, indemnity object information, and responsible department information.

[0026] Preferably, the solution generation module further includes:

[0027] A viewing and modification unit, configured to view and modify the updated target complaint solution when there is no valid compensation form.

[0028] Preferably, the first-level solution includes formulating a corresponding solution according to the actual complaint handling process, and the second-level solution is used to represent a detailed handling solution corresponding to the first-level solution.

[0029] Preferably, the tourism products include at least one of hotel products, air ticket products, train ticket products, airport pick-up and drop-off products, taxi products, car rental products, chartered bus products, bus ticket products, visa products, or other value-added products.

[0030] The positive and progressive effects of the present invention are as follows: a processing system for tourism complaint solutions is provided. The processing system configures corresponding solutions for various types of complaint document information through a rule configuration module and uniformly calculates the compensation amount standard. When the information of the target complaint document is determined, the solution generation module outputs corresponding complaint solutions and compensation solutions, ensuring the timeliness of tourism product complaint handling, reducing the effort of customer service operations, improving the accuracy of complaint resolution, and enhancing the customer experience and satisfaction. BRIEF DESCRIPTION OF THE DRAWINGS

[0031] Figure 1 It is a schematic diagram of the modules of the processing system for tourism complaint solutions according to Embodiment 1 of the present invention.

[0032] Figure 2 It is a schematic diagram of the modules of the processing system for tourism complaint solutions according to Embodiment 2 of the present invention.

[0033] Figure 3 It is a schematic diagram of the operation page corresponding to the rule configuration module of the processing system for tourism complaint solutions according to Embodiment 2 of the present invention.

[0034] Figure 4 It is a schematic diagram of the operation page corresponding to the solution generation module of the processing system for tourism complaint solutions according to Embodiment 2 of the present invention.

[0035] Figure 5 This is the comparison effect diagram of the processing duration of complaint documents for the tourism complaint solution processing system in Embodiment 2 of the present invention. Detailed implementation manners

[0036] The present invention will be further described below by way of embodiments, but the present invention is not limited to the scope of the described embodiments.

[0037] Embodiment 1

[0038] The processing system of the tourism complaint solution in this embodiment, as Figure 1 shown, the processing system includes: an information configuration module 110, a planning configuration module 120, and a solution generation module 130;

[0039] The information configuration module 110 is used to configure complaint document information related to various tourism products and business complaints;

[0040] The rule configuration module 120 is used to set a number of solutions according to the complaint document information, and configure the calculation rules of the compensation plan corresponding to each solution and the associated responsible departments;

[0041] The solution generation module 130 is used to screen out the target complaint solution corresponding to the target complaint document information from the solutions, and match and output the corresponding target complaint compensation plan.

[0042] Among them, the tourism products include at least one of hotel products, flight ticket products, train ticket products, airport transfer products, taxi products, car rental products, chartered bus products, bus ticket products, visa products, or other value-added products.

[0043] The information configuration module 110 configures information related to various types of tourism products and business complaints. For example, it configures information related to business complaints corresponding to hotel products, flight ticket products, bus ticket products, and train ticket products, and comprehensively subdivides, organizes, and summarizes product type information, complaint scenario information, complaint reason information, responsible party information, complaint classification information, etc. related to each tourism product and business complaint to obtain complaint document information. The information configuration module 110 uniformly inputs the information into the processing system and processes the data to facilitate overall analysis of the data.

[0044] The rule configuration module 120 formulates corresponding solutions according to the summary of various complaint scenario breakdown data in the complaint document information, configures the compensation standards corresponding to each solution, and pre-enters several solutions and compensation plan calculation rules into the processing system, so that when processing customer complaints, the solution generation module 130 automatically matches the corresponding target complaint solution from the solutions according to the actual target complaint document information, calculates the compensation amount at the same time, unifies the compensation standards, and further matches and outputs the corresponding target complaint compensation plan.

[0045] In this embodiment, a processing system for tourism complaint solutions is provided. The solution generation module automatically screens out the target complaint solution and the target complaint compensation plan corresponding to the target complaint document information from several solutions pre-configured by the information configuration module and the rule configuration module, ensuring the timeliness and accuracy of complaint processing, improving the complaint processing efficiency, reducing the customer service operation cost, and enhancing the customer service experience and satisfaction.

[0046] Embodiment 2

[0047] Based on Embodiment 1, the processing system for tourism complaint solutions in this embodiment, as Figure 2 shown, the information configuration module 110 includes:

[0048] An information configuration unit 111, which is used to obtain complaint document information related to various tourism products and business complaints; the complaint document information includes at least one of product type information, complaint scenario information, complaint classification information, complaint reason information, event description information, guidance plan information, responsible party information, compensation type information, responsibility reason information, and responsible department information;

[0049] A numerical value output unit 112, which is used to output all enumerated values corresponding to each complaint document information in full volume.

[0050] In this embodiment, the information configuration unit 111 configures enumerated information such as product category information, complaint scenario information, complaint classification information, complaint reason information, specimen description information, guidance plan information, responsible party information, compensation type information, responsibility reason information, and responsible department information, and the data output unit 112 will output all the enumerated values corresponding to each complaint document information in full volume according to the rules and scenarios.

[0051] In an optional implementation manner, as Figure 2 shown, the rule configuration module 120 includes:

[0052] A solution configuration unit 121, which is used to configure a first-level solution according to the complaint document information and configure a second-level solution according to the first-level solution;

[0053] The compensation plan configuration unit 122 is used to obtain the basic compensation amount and compensation multiple factor corresponding to each complaint scenario information, and configure the compensation plan calculation rule for the corresponding complaint scenario according to the basic compensation amount and compensation multiple factor;

[0054] The responsible department configuration unit 123 is used to configure the corresponding responsible department according to the product type information, product feature information and responsible party information.

[0055] Among them, the first-level solution is used to represent the corresponding solution formulated according to the actual complaint handling process, and the second-level solution is used to represent the detailed processing solution corresponding to the first-level solution.

[0056] In this embodiment, the solution configuration unit 121 judges and outputs the first-level solution according to the product category information and complaint scenario information, and then judges and outputs the second-level solution according to other information in the complaint document information combined with the first-level solution. Among the first-level solutions, for the hotel check-in solution, multiple second-level solutions such as the option to rebook another upgraded hotel, rebook another downgraded hotel, free hotel delivery, paid hotel delivery, and rebook on a peer website can be configured.

[0057] The compensation plan configuration unit 122 calculates the compensation plan calculation rule corresponding to each complaint scenario information through the basic compensation amount and compensation multiple factor, and determines the basic compensation amount according to the claim amount of the business scenario. For example, the first-day hotel room rate determines the basic compensation amount of the compensation plan corresponding to the hotel product, and the total order amount determines the basic compensation amount of the compensation plan corresponding to the air ticket product; a configured setting number determines the compensation multiple factor (for example, 3 times or 0.3 times).

[0058] In the responsible department configuration unit 123, the product feature information includes self-operated products or supplier products, and the responsible party information includes airlines, hotel parties and suppliers.

[0059] For example, the first-level solution may include the same hotel check-in solution, another hotel check-in solution and other solutions. The second-level solutions corresponding to the same hotel check-in solution include at least one of the options of free arrangement of the original room type or upgraded room type, free arrangement of other room types at the same price, upgraded charge for the same hotel, and downgraded for the same hotel.

[0060] Such as Figure 3 As shown in the schematic diagram of the operation page corresponding to the rule configuration module of the travel complaint solution processing system, the compensation plan calculation rule selected for each target complaint document information, as well as the corresponding operation time and operator, can be displayed on this operation page schematic diagram.

[0061] In an alternative embodiment, as Figure 2As shown in the figure, the solution generation module 130 includes:

[0062] A complaint solution selection unit 131, configured to select a corresponding target complaint solution according to the complaint classification, complaint scenario, complaint classification, and complaint reason determined based on the target complaint document information; the target complaint solution includes a target primary solution and a target secondary solution;

[0063] A complaint compensation plan output unit 132, configured to match and output a compensation plan for the difference in compensation, a compensation plan for the time value, or a compensation plan for emotional compensation according to the target complaint solution.

[0064] A basic information display unit 133, configured to display the original complaint information entered according to the target complaint document; the original complaint information includes at least one of a complaint order number, a product category, and UID information.

[0065] A responsible party selection unit 134, configured to select a responsible party according to the target complaint document information; the responsible party includes at least one of a customer group, a third-party hotel, a third-party airline, an enterprise employee, a supplier service department, a supplier product department, and a supplier business strategy department.

[0066] A liability information association unit 135, configured to associate the order number information, the liability order number information, the compensation recipient information, and the liability department information.

[0067] A viewing and modification unit 136, configured to view and modify the updated target complaint solution when there is no valid compensation form.

[0068] In this embodiment, in the complaint solution selection unit 131, the product category, complaint scenario, complaint classification, and complaint reason selected according to the complaint document are combined with a preset rule to match and display the corresponding target primary solution. After selecting the target primary solution, the corresponding target secondary solution is matched and output.

[0069] The complaint compensation plan output unit 132 also outputs the compensation amount and compensation type matched by the target complaint solution. The compensation amount may include the compensation currency and the total compensation amount. The compensation type may include compensation forms such as coupons, Alipay, and bank cards. The corresponding compensation type is determined according to the compensation currency and displayed. For example, since external operations require compensating through an overseas bank card, the bank card compensation form is selected.

[0070] It should be noted that in the compensation plan for compensating price differences, in the scenario of a new order number, the total amount of the new order can be selected. The amount of the new order can be obtained based on the filled order number, and the price difference amount between the new and old orders can be automatically calculated. For example, the price difference amount = the amount of the new order - the amount of the original order; in the scenario without a new order number, the actual price difference amount can be selected, that is, manual filling of the price difference is supported. For example, in the case of N-fold difference, the processing system multiplies the obtained price difference amount by the corresponding coefficient as the N-fold price difference amount.

[0071] In the compensation plan for time value, the time value is equal to the amount per minute multiplied by the number of minutes. The basic logic for calculating the amount per minute for different products is different. In the compensation plan for emotional compensation, amount data is automatically entered, and corresponding emotional compensation is given according to the customer's loss or the severity of the complaint.

[0072] As Figure 4 shown, the basic information display unit 133 displays the original complaint information such as the complaint order number, product category, UID information, and complaint order name entered in the complaint document. The responsible party selection unit 134 selects the responsible party according to the output responsible party options. The responsibility information association unit 135 selects the compensation object according to the order number, responsible order number, complaint scenario, and customer requirements, and automatically associates the corresponding responsible department. If there are multiple responsible departments jointly bearing the complaint loss, each responsible department can be automatically associated.

[0073] The viewing and modification unit 136 views and modifies the complaint solution for the submitted complaint solution. If there is an effective compensation form, the original complaint solution can be viewed but not modified. In special scenarios, a new compensation form can be supplemented and entered; if there is no effective compensation form, the modified and updated complaint solution and compensation solution are allowed to be modified, or after modifying the original complaint solution and the responsible party, a new compensation solution is automatically recalculated.

[0074] As Figure 5 shown, a comparative analysis of the complaint document processing time is carried out for the processing system using the tourism complaint solution and the processing system not using the tourism complaint solution. During the function trial period of the processing system using the tourism complaint solution from April to May, the average processing time of complaint documents is 31h, the processing time of the processing system using the tourism complaint solution is 28h, and the processing time of the processing system not using the tourism complaint solution is 34h. It can be seen that the processing time of complaint documents of the processing system that has used the tourism complaint solution has been significantly improved by about 18% in terms of processing efficiency.

[0075] H = h1 - h2

[0076] where H represents the complaint document processing time, h1 represents the complaint document completion time node (unit: hour / h), and h2 represents the complaint document creation time node (unit: hour / h).

[0077] It should be noted that the processing system of this tourism complaint solution can set a number of field data in the form of "attribute name - type - field name" according to actual coding needs. For example, product_Line - int - product category, complaint_scenario_id - int - complaint scenario, complaint_category_id - int - complaint classification, complaint_reason_id - int - complaint reason, solution_id - int - solution id, complaint_id - bigint - complaint order number, reparetion_id - bigint - compensation order number. This method improves the diversity and richness of the page table structure design of the processing system or the system table structure design of the configuration system.

[0078] In this embodiment, a processing system for tourism complaint solutions is provided. The solution configuration unit configures corresponding solutions for various types of complaint document information, and the compensation plan configuration unit uniformly calculates the compensation amount standard at the same time, standardizing the complaint solution and the compensation standard; when the target complaint document information is determined, the complaint solution selection unit outputs the corresponding complaint solution, and the complaint compensation plan output unit outputs the corresponding complaint compensation plan, ensuring the timeliness of complaint handling, reducing the effort of customer service operations, improving the accuracy of complaint resolution, and enhancing the customer experience; when there is no valid compensation order, the viewing and modification unit allows the modification of the target complaint solution, realizing the dynamic adjustment and update of the complaint solution.

[0079] Although the specific implementation manners of the present invention have been described above, those skilled in the art should understand that this is only an example, and the protection scope of the present invention is defined by the appended claims. Without departing from the principles and essence of the present invention, those skilled in the art can make various changes or modifications to these implementation manners, but these changes and modifications all fall within the protection scope of the present invention.

Claims

1. A processing system for a tourism complaint solution, characterized in that The processing system includes: An information configuration module for configuring complaint document information related to various tourism products and business complaints; A rule configuration module for setting a number of solution plans according to the complaint document information, and configuring calculation rules for compensation plans corresponding to each solution plan and associating relevant responsible departments; A solution generation module for screening out a target complaint solution corresponding to the target complaint document information from the solution plans, and matching and outputting a corresponding target complaint compensation plan.

2. The processing system for the tourism complaint solution according to claim 1, characterized in that, The information configuration module includes: An information configuration unit for obtaining complaint document information related to various tourism products and business complaints; the complaint document information includes at least one of product type information, complaint scenario information, complaint classification information, complaint reason information, event description information, guidance plan information, responsible party information, compensation type information, responsibility reason information, and responsible department information; A numerical value output unit for fully outputting the enumerated values corresponding to each type of complaint document information.

3. The processing system for the tourism complaint solution according to claim 2, characterized in that, The rule configuration module includes: A solution plan configuration unit for configuring a primary solution plan according to the complaint document information, and configuring a secondary solution plan according to the primary solution plan; A compensation plan configuration unit for obtaining a basic compensation amount and a compensation multiple factor corresponding to each type of complaint scenario information, and configuring a calculation rule for the compensation plan corresponding to the complaint scenario according to the basic compensation amount and the compensation multiple factor; A responsible department configuration unit for configuring a corresponding responsible department according to the product type information, product feature information, and responsible party information.

4. The processing system for the tourism complaint solution according to claim 2, characterized in that, The solution generation module includes: A complaint solution selection unit for selecting a corresponding target complaint solution according to the complaint classification, complaint scenario, complaint classification, and complaint reason determined by the target complaint document information; the target complaint solution includes a target primary solution plan and a target secondary solution plan; A complaint compensation plan output unit for matching and outputting a compensation plan for the difference in compensation, a compensation plan for the time value, or a compensation plan for emotional compensation according to the target complaint solution.

5. The processing system for the tourism complaint solution according to claim 4, characterized in that, The solution generation module further includes: A basic information display unit for displaying the original complaint information entered according to the target complaint document; the original complaint information includes at least one of a complaint order number, a product category, and UID information.

6. The processing system for the tourism complaint solution according to claim 4, characterized in that, The solution generation module further includes: A responsible party selection unit for selecting a responsible party according to the target complaint document information; the responsible party includes at least one of a customer group, a third-party hotel, a third-party airline, an enterprise employee, a supplier service department, a supplier product department, and a supplier business strategy department.

7. The processing system for the tourism complaint solution according to claim 6, wherein, The solution generation module further includes: A responsibility information association unit for associating order number information, responsible order number information, compensation recipient information, and responsible department information.

8. The processing system for the tourism complaint solution according to claim 4, characterized in that, The solution generation module further includes: A viewing and modification unit for viewing and modifying and updating the target complaint solution when there is no valid compensation form.

9. The processing system for the tourism complaint solution according to claim 3, wherein, The first-level solution includes formulating corresponding solutions according to the actual complaint handling process, and the second-level solution is used to represent the detailed handling solutions corresponding to the first-level solutions.

10. The processing system for the tourism complaint solution according to claim 1, characterized in that, The tourism products include at least one of hotel products, air ticket products, train ticket products, airport pick-up and drop-off products, taxi products, car rental products, chartered bus products, bus ticket products, visa products or other value-added products.

Images