Automatic customer complaint processing method and device, computer equipment and storage medium

Abstract

The invention relates to an automatic processing method and device for customer complaints, computer equipment and a storage medium. The method comprises the following steps: receiving complaint information of a target user; remotely acquiring log information from audio-visual equipment of the target user by utilizing the AI customer service agent; based on the log information, determining the current permission state type of the account of the target user; and performing corresponding processing on the complaint information based on the permission state type. According to the method and the device, the customer complaint problem can be automatically processed, manual intervention is not needed, the dependence on customer service personnel is effectively reduced, and the convenience and the efficiency of customer complaint processing are greatly improved.

Description

Technical Field

[0001] This application relates to the field of underwater acoustic communication technology, and in particular to an automatic processing method, apparatus, computer equipment, and storage medium for customer complaints. Background Technology

[0002] In the smart TV and OTT (Over-The-Top) video service sector, users who purchase a VIP membership typically enjoy benefits such as ad-free viewing, high-definition picture quality, exclusive content, and full-length movie playback. When a user plays VIP-exclusive content, if they haven't activated the corresponding benefits, the system will only allow them to watch a limited-time preview; once the user successfully purchases a VIP membership, the system should automatically grant them full viewing access.

[0003] However, in actual business operations, it often happens that users have completed payment and confirmed the purchase of movie and TV VIP rights, but when playing VIP content, the system still only provides a preview service, resulting in a poor user experience and thus customer complaints.

[0004] Currently, such customer complaints are mainly handled by human customer service. A typical process is as follows: user calls customer service → customer service representative inquires about the problem and checks the user's account benefits status → attempts to refresh user benefits → guides the user to re-verify or refresh the application on the TV → if the problem is not resolved, further guides the user to log out and log back in → re-verify whether the problem is resolved. However, human customer service is inefficient, with each conversation averaging 6 minutes, consuming a significant amount of human service time. Summary of the Invention

[0005] This application provides an automatic customer complaint processing method, apparatus, computer equipment, and storage medium, aiming to solve the problem that traditional customer complaint handling mainly relies on manual customer service, resulting in low efficiency and requiring a large amount of manual service time.

[0006] In a first aspect, embodiments of this application provide an automated method for handling customer complaints. The automated customer complaint handling system has a preset AI customer service agent, and the automated customer complaint handling method includes:

[0007] Receive complaint information from target users;

[0008] The AI ​​customer service agent is used to remotely obtain log information from the target user's audiovisual device;

[0009] Based on the log information, determine the current permission status type of the target user's account;

[0010] Based on the permission status type, the complaint information is processed accordingly.

[0011] A further technical solution is that the permission status types include account login failure, account rights expired, and account rights not effective;

[0012] The step of processing the complaint information according to the permission status type includes:

[0013] When the permission status type is "Account rights expired", the membership purchase page will be automatically displayed, and the user will be prompted to repurchase.

[0014] When the permission status type is "account benefits are not effective", a benefit refresh operation will be automatically triggered.

[0015] When the permission status type is "Account login invalid", the audio-visual device login page will be automatically displayed.

[0016] A further technical solution is that, when the permission status type is "account login invalid," the method further includes:

[0017] Determine whether the target user has logged into their account before;

[0018] If it is determined that the target user has previously logged into the account, the user will be prompted to log in again.

[0019] If it is determined that the target user has not logged into the account before, the user will be prompted to scan the QR code to log in.

[0020] A further technical solution is that the method of remotely obtaining log information from the target user's audiovisual device using the AI ​​customer service agent includes:

[0021] The AI ​​customer service agent is used to receive the screen connection code of the target user's audio-visual device.

[0022] The AI ​​customer service agent remotely connects to the audio-visual device using the screen connection code and remotely obtains log information from the target user's audio-visual device.

[0023] A further technical solution is that, after remotely connecting the AI ​​customer service agent to the audiovisual device according to the screen connection code, the method further includes:

[0024] Determine whether the AI ​​customer service agent can perform automatic detection;

[0025] If the AI ​​customer service agent fails to perform automatic detection, it indicates that the target user's application version is too low. The application version of the target user will be automatically upgraded to obtain the upgraded application version.

[0026] Determine whether the upgraded application version meets the preset version requirements;

[0027] If the upgraded application version meets the preset version requirements, then return to the step of receiving the screen connection code of the target user's audiovisual device using the AI ​​customer service agent.

[0028] A further technical solution is that determining whether the AI ​​customer service agent can perform automatic detection also includes:

[0029] If the AI ​​customer service agent is capable of automatic detection, then a detection and repair task will be initiated.

[0030] Based on the aforementioned detection and repair task, the complaint information from the target user is received again.

[0031] The further technical solution is that the log information includes login credentials, user unique identifier, and token authentication result;

[0032] The step of determining the current permission status type of the target user's account based on the log information includes:

[0033] If the login credentials are invalid or expired, the user's unique identifier is missing or incorrect, or the token authentication result is invalid, then the current permission status of the target user's account is determined to be account login invalid.

[0034] When both the login credentials and the user's unique identifier meet the preset login requirements, the token authentication result is successful, and VIP information is returned, but the expiration time is earlier than the current time, then it is determined that the target user's account is currently in a permission status type of expired account rights.

[0035] If both the login credentials and the user's unique identifier meet the preset login requirements, and the token authentication result is successful, but the returned VIP level is 0, then it is determined that the target user's account is currently in a permission status type where account benefits are not effective.

[0036] Secondly, embodiments of this application also provide an automatic processing apparatus for customer complaints, which includes a unit for performing the above-described method.

[0037] Thirdly, embodiments of this application also provide a computer device, which includes a memory and a processor, wherein the memory stores a computer program, and the processor executes the computer program to implement the above-described method.

[0038] Fourthly, embodiments of this application also provide a computer-readable storage medium storing a computer program that, when executed by a processor, can implement the above-described method.

[0039] This application provides an automated method, apparatus, computer device, and storage medium for handling customer complaints. The method includes: receiving complaint information from a target user; remotely obtaining log information from the target user's audiovisual device using an AI customer service agent; determining the current permission status type of the target user's account based on the log information; and processing the complaint information accordingly based on the permission status type.

[0040] This embodiment of the application, upon receiving a complaint from a target user, utilizes a pre-set AI customer service agent to remotely control the target user's audiovisual equipment, captures log information for intelligent analysis, and accurately identifies the current permission status of the user's account. Based on this, it automatically triggers corresponding repair operations, achieving a fully automated closed-loop process from problem reception to resolution. The entire process requires no manual intervention, effectively reducing reliance on customer service personnel and greatly improving the convenience and efficiency of customer complaint handling. Attached Figure Description

[0041] The accompanying drawings, which are incorporated in and form part of this specification, illustrate embodiments consistent with this application and, together with the description, serve to explain the principles of this application.

[0042] To more clearly illustrate the technical solutions in the embodiments of this application or the prior art, the drawings used in the description of the embodiments or the prior art will be briefly introduced below. Obviously, for those skilled in the art, other drawings can be obtained based on these drawings without creative effort.

[0043] One or more embodiments are illustrated by way of example with reference numerals in the accompanying drawings. These illustrations do not constitute a limitation on the embodiments. Elements with the same reference numerals in the drawings are denoted as similar elements. Unless otherwise stated, the figures in the drawings are not to be limited by scale.

[0044] Figure 1 A flowchart illustrating a first embodiment of an automated customer complaint processing method provided in this application;

[0045] Figure 2 A schematic diagram illustrating AI processing of expired account rights provided in an embodiment of this application;

[0046] Figure 3 This is a schematic diagram illustrating the AI ​​processing of account login failure provided in an embodiment of this application;

[0047] Figure 4 This is a schematic diagram illustrating the AI ​​processing of account rights not being effective, provided in an embodiment of this application.

[0048] Figure 5This is a schematic diagram of the structure of a computer device provided in an embodiment of this application. Detailed Implementation

[0049] To make the objectives, technical solutions, and advantages of the embodiments of this application clearer, the technical solutions of the embodiments of this application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of this application, not all embodiments. Based on the embodiments of this application, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of this application.

[0050] The following disclosure provides numerous different embodiments or examples for implementing various structures of this application. To simplify the disclosure, specific examples of components and arrangements are described below. These are merely examples and are not intended to limit the scope of this application. Furthermore, reference numerals and / or letters may be repeated in different examples. Such repetition is for simplification and clarity and does not in itself indicate a relationship between the various embodiments and / or arrangements discussed.

[0051] It should be understood that, when used in this specification and the appended claims, the terms "comprising" and "including" indicate the presence of the described features, integrals, steps, operations, elements and / or components, but do not exclude the presence or addition of one or more other features, integrals, steps, operations, elements, components and / or collections thereof.

[0052] It should also be understood that the terminology used in this specification is for the purpose of describing particular embodiments only and is not intended to limit the scope of the application. As used in this specification and the appended claims, the singular forms “a,” “an,” and “the” are intended to include the plural forms unless the context clearly indicates otherwise.

[0053] It should also be further understood that the term “and / or” as used in this application specification and the appended claims means any combination of one or more of the associated listed items and all possible combinations, and includes such combinations.

[0054] As used in this specification and the appended claims, the term "if" may be interpreted, depending on the context, as "when," "once," "in response to determination," or "in response to detection." Similarly, the phrases "if determined" or "if [described condition or event] is detected" may be interpreted, depending on the context, as "once determined," "in response to determination," "once [described condition or event] is detected," or "in response to detection of [described condition or event]."

[0055] To address the aforementioned issues, this application provides an automatic customer complaint processing device that can effectively suppress inter-carrier interference, reduce bit error rate, and improve signal recovery accuracy.

[0056] See Figure 1 , Figure 1 This is a flowchart illustrating a first embodiment of an automated customer complaint handling method provided in this application. The automated customer complaint handling system has a preset AI customer service agent, and the automated customer complaint handling method includes the following steps:

[0057] Step 110: Receive complaint information from the target user.

[0058] For example, when users watch videos on audio-visual devices (such as smart TVs or TV boxes), if they find that they have purchased movie and TV VIP rights but can only watch preview content, they can access the AI ​​customer service interaction interface through a mobile APP, TV interface, or voice assistant.

[0059] Users can enter complaint information in text or voice format, such as: "Why can I only watch the preview even though I bought a membership?" or "VIP members can't watch the full version."

[0060] AI customer service uses natural language processing (NLP) technology to perform semantic analysis on the complaint information entered by users, identify that the user's intent belongs to the "abnormal member preview" category of customer complaints, and mark the user as a "target user" to enter the automated processing flow.

[0061] Step 120: Use the AI ​​customer service agent to remotely obtain log information from the target user's audio-visual device.

[0062] After recognizing the user's intent, the AI ​​customer service sends a diagnostic command to the backend task scheduling system. This command includes the target user's account identifier (such as openid) and device identifier (such as device_id).

[0063] With authorization, the AI ​​customer service agent can retrieve log information from the target user's audio-visual device (i.e., the "Coocaa Video" APP or TV operating system).

[0064] The log information can include application logs and system logs from a recent period (e.g., the last 30 minutes), and the key contents include the following:

[0065] 1) Records of key user operations such as login, playback, and authentication;

[0066] 2) Network request logs, especially API call records containing tokens, openids, and server responses;

[0067] 3) Player status, cache information, etc.

[0068] Daily Step 130: Based on the log information, determine the current permission status type of the target user's account.

[0069] Step 140: Process the complaint information accordingly based on the permission status type.

[0070] This embodiment, upon receiving a complaint from a target user, remotely controls the user's audiovisual equipment using a pre-set AI customer service agent. It captures log information for intelligent analysis, accurately identifying the user's current account permission status and automatically triggering corresponding repair operations. This achieves a fully automated closed-loop process from problem reception to resolution. The entire process requires no manual intervention, effectively reducing reliance on customer service personnel and significantly improving the convenience and efficiency of handling customer complaints.

[0071] Furthermore, relying heavily on human subjective judgment can easily lead to misjudgments or omissions. This application, however, uses AI customer service intelligent analysis to objectively identify the current permission status of a user's account, thereby improving the accuracy of customer complaint handling.

[0072] In some possible implementations, the permission status types include account login failure, account privileges expired, and account privileges not in effect; specifically refer to the second embodiment of the automatic customer complaint processing method provided in this application, the second embodiment may include the following steps:

[0073] Step 210: Receive complaint information from the target user.

[0074] Step 220: Use the AI ​​customer service agent to remotely obtain log information from the target user's audio-visual device.

[0075] Step 230: Based on the log information, determine the current permission status type of the target user's account.

[0076] In some possible implementations, the log information includes login credentials, user unique identifier, and token authentication result; step 230, which is to determine the current permission status type of the target user's account based on the log information, may include the following steps 231-233.

[0077] Step 231: When the login credential token is invalid or expired, the user's unique identifier openid is missing or incorrect, and the token authentication result is invalid, then the current permission status of the target user's account is determined to be account login invalid.

[0078] The log information for account login failures can be found in Table 1 below:

[0079] Table 1

[0080]

[0081]

[0082] Step 232: When both the login credentials and the user's unique identifier meet the preset login requirements, the token authentication result is successful, and VIP information is returned, but the expiration time is earlier than the current time, then it is determined that the target user's account is currently in a permission status type of expired account rights.

[0083] The log information corresponding to expired account privileges can be found in Table 2 below:

[0084] Table 2

[0085]

[0086]

[0087] Step 233: When the login credentials and the user's unique identifier both meet the preset login requirements, and the token authentication result is successful, but the returned VIP level is 0, then it is determined that the target user's account is currently in a permission status type where account rights are not effective.

[0088] For log information regarding situations where account benefits have not taken effect, please refer to Table 3 below:

[0089] Table 3

[0090]

[0091] Step 240: Process the complaint information accordingly based on the permission status type.

[0092] Step 240 may include steps 241-243.

[0093] Step 241: When the permission status type is "Account rights expired", the membership purchase page will be automatically displayed, and the user will be prompted to repurchase.

[0094] Step 242: When the permission status type is "Account rights not effective", the rights refresh operation will be automatically triggered.

[0095] Among them, account benefits not taking effect means that account benefits have not been delivered in a timely manner.

[0096] Step 243: When the permission status type is account login invalid, the audio-visual device login page will be automatically displayed.

[0097] Account login failure can be caused by the account not being logged in, the account login authorization expiring, or the account being cached.

[0098] In some possible implementations, when the permission status type is account login invalid, the method further includes the following process:

[0099] 1) Determine whether the target user has logged into the account before;

[0100] 2) If it is determined that the target user has previously logged into the account, prompt the user to log in again;

[0101] 3) If it is determined that the target user has not logged into the account before, prompt the user to scan the QR code to log in.

[0102] In some possible implementations, step 220, namely, remotely obtaining log information from the target user's audiovisual device using the AI ​​customer service agent, includes:

[0103] Step 221: Receive the screen connection code of the target user's audio-visual device using the AI ​​customer service agent.

[0104] Step 222: The AI ​​customer service agent is remotely connected to the audio-visual device according to the screen connection code, and log information is remotely obtained from the target user's audio-visual device.

[0105] In some possible implementations, after remotely connecting the AI ​​customer service agent to the audiovisual device according to the screen connection code in step 222, the method further includes:

[0106] Step 223: Determine whether the AI ​​customer service agent can perform automatic detection.

[0107] Step 224: If the AI ​​customer service agent fails to perform automatic detection, it means that the target user's application version is too low. The application version of the target user will be automatically upgraded to obtain the upgraded application version.

[0108] Step 225: Determine whether the upgraded application version meets the preset version requirements.

[0109] Step 226: If the upgraded application version meets the preset version requirements, return to the step of receiving the screen connection code of the target user's audio-visual device using the AI ​​customer service agent.

[0110] In some possible implementations, determining whether the AI ​​customer service agent can perform automatic detection further includes:

[0111] Step 31: If the AI ​​customer service agent is capable of automatic detection, then initiate a detection and repair task.

[0112] Step 32: Based on the aforementioned detection and repair task, re-receive the complaint information from the target user.

[0113] Based on the above embodiments, see Figures 2-4 This application provides a specific application scenario, which may include the following process:

[0114] 1) Users who have purchased a movie and TV membership still can only watch TV previews and have filed a complaint.

[0115] 2) When the user operates the TV to enter the "Customer Complaint Handling" page, the TV displays a QR code.

[0116] 3) Users can enter their mobile phone number via remote control or mobile APP.

[0117] 4) Enter the AI ​​customer service system and chat with the AI ​​customer service representative.

[0118] By accessing the AI ​​customer service system, AI can be used to identify the user's intent.

[0119] 5) User feedback issues: Even after purchasing a membership, users are still only able to watch the trial version.

[0120] Feedback issues can include other questions related to members' preview viewing.

[0121] 6) AI customer service reply: Please enter the connection code, and provide a prompt to view the connection code.

[0122] Since the Customer Complaint Feedback APP has a remote customer service function, it is possible to use the AI ​​intelligent agent to remotely connect to the TV via a screen connection code based on the existing remote customer service function of the Customer Complaint Feedback APP. Therefore, it is possible to remotely control the TV and automatically authorize it.

[0123] 7) The user opens the screen connection code page on the TV according to the prompts.

[0124] 8) The user enters the specific screen connection code.

[0125] 9) The AI ​​agent remotely connects to the user's TV and performs capability detection and analysis.

[0126] 10) If the "Customer Feedback" APP version is detected to be too low, the APP will be automatically upgraded to the latest version;

[0127] 11) AI customer service prompt: Upgrade successful. The user is prompted to obtain and enter the connection code again.

[0128] 12) The user re-enters the screen connection code.

[0129] 13) Initiate a detection and repair task.

[0130] Additionally, if the version of the "Customer Complaint Feedback" APP is not too low, a detection and repair task can be initiated without upgrading.

[0131] 14) The AI ​​customer service prompts the user to repeat the feedback on the TV.

[0132] 15) The user reproduced the problem on the TV.

[0133] 16) The AI ​​customer service analyzes the captured log information.

[0134] The analysis results may specifically include the following:

[0135] 1) If the analysis indicates that the account is not logged in, the account login authorization has expired, or the account is cached, then it is determined whether the user has logged in to the account before. If the user has not logged in to the account before, the TV login page will be automatically brought up, and the AI ​​customer service will prompt the user to scan the code to log in; if the user has logged in to the account before, the TV login page will be automatically brought up, and the AI ​​customer service will prompt the user to log in again.

[0136] 2) If the analysis shows that the account's movie and TV VIP benefits have expired, the TV VIP purchase page will be automatically brought up, and the AI ​​customer service will prompt the user to repurchase.

[0137] 3) If the analysis indicates that the account benefits have not arrived in time, the benefits refresh operation will be automatically triggered.

[0138] 17) AI customer service replied that the user's problem has been resolved.

[0139] 18) The user confirmed that the issue has been resolved.

[0140] 19) End operation.

[0141] Corresponding to the above-described automatic customer complaint handling method, this application also provides an automatic customer complaint handling device. This automatic customer complaint handling device includes a unit for executing the aforementioned automatic customer complaint handling method, and can be configured in a desktop computer, tablet computer, laptop computer, or other terminal.

[0142] like Figure 5 As shown in the figure, this application provides a computer device including a processor 111, a communication interface 112, a memory 113, and a communication bus 114, wherein the processor 111, the communication interface 112, and the memory 113 communicate with each other through the communication bus 114.

[0143] Memory 113 is used to store computer programs;

[0144] In one embodiment of this application, when the processor 111 executes the program stored in the memory 113, it implements the automatic customer complaint processing method provided in any of the foregoing method embodiments, including:

[0145] Receive complaint information from target users;

[0146] The AI ​​customer service agent is used to remotely obtain log information from the target user's audiovisual device;

[0147] Based on the log information, determine the current permission status type of the target user's account;

[0148] Based on the permission status type, the complaint information is processed accordingly.

[0149] It will be understood by those skilled in the art that all or part of the processes in the methods of the above embodiments can be implemented by a computer program instructing related hardware. The computer program may be stored in a storage medium, which is a computer-readable storage medium. The computer program is executed by at least one processor in the computer system to implement the process steps of the embodiments of the above methods.

[0150] Therefore, embodiments of this application also provide a computer-readable storage medium storing a computer program thereon, wherein when executed by a processor, the computer program implements the steps of the automatic customer complaint processing method provided in any of the foregoing method embodiments, including:

[0151] Receive complaint information from target users;

[0152] The AI ​​customer service agent is used to remotely obtain log information from the target user's audiovisual device;

[0153] Based on the log information, determine the current permission status type of the target user's account;

[0154] Based on the permission status type, the complaint information is processed accordingly.

[0155] The storage medium is a physical, non-transient storage medium, such as a USB flash drive, external hard drive, read-only memory (ROM), magnetic disk, or optical disk, or any other physical storage medium capable of storing program code. The computer-readable storage medium can be non-volatile or volatile.

[0156] Those skilled in the art will recognize that the units and algorithm steps of the various examples described in conjunction with the embodiments disclosed herein can be implemented in electronic hardware, computer software, or a combination of both. To clearly illustrate the interchangeability of hardware and software, the components and steps of the various examples have been generally described in terms of functionality in the foregoing description. Whether these functions are implemented in hardware or software depends on the specific application and design constraints of the technical solution. Those skilled in the art can use different methods to implement the described functions for each specific application, but such implementations should not be considered beyond the scope of this application.

[0157] In the several embodiments provided in this application, it should be understood that the disclosed apparatus and methods can be implemented in other ways. For example, the apparatus embodiments described above are merely illustrative. For example, the division of each unit is merely a logical functional division, and there may be other division methods in actual implementation. For example, multiple units or components may be combined or integrated into another system, or some features may be ignored or not executed.

[0158] The steps in the methods of this application embodiment can be adjusted, merged, or deleted according to actual needs. The units in the apparatus of this application embodiment can be merged, divided, or deleted according to actual needs. Furthermore, the functional units in the various embodiments of this application can be integrated into one processing unit, or each unit can exist physically separately, or two or more units can be integrated into one unit.

[0159] If the integrated unit is implemented as a software functional unit and sold or used as an independent product, it can be stored in a storage medium. Based on this understanding, the technical solution of this application, in essence, or the part that contributes to the prior art, or all or part of the technical solution, can be embodied in the form of a software product. This computer software product is stored in a storage medium and includes several instructions to cause a computer device (which may be a personal computer, a terminal, or a network device, etc.) to execute all or part of the steps of the methods described in the various embodiments of this application.

[0160] In the above embodiments, the descriptions of each embodiment have different focuses. For parts that are not described in detail in a certain embodiment, please refer to the relevant descriptions in other embodiments.

[0161] Obviously, those skilled in the art can make various modifications and variations to this application without departing from the spirit and scope of this application. Since these modifications and variations fall within the scope of the claims and their equivalents, this application also intends to include these modifications and variations.

[0162] The above description is merely a specific embodiment of this application, but the scope of protection of this application is not limited thereto. Any person skilled in the art can easily conceive of various equivalent modifications or substitutions within the technical scope disclosed in this application, and these modifications or substitutions should all be covered within the scope of protection of this application. Therefore, the scope of protection of this application should be determined by the scope of the claims.

Claims

1. An automated method for handling customer complaints, characterized in that, The automated customer complaint handling system has a pre-set AI customer service agent, and the automated customer complaint handling methods include: Receive complaint information from target users; The AI ​​customer service agent is used to remotely obtain log information from the target user's audiovisual device; Based on the log information, determine the current permission status type of the target user's account; Based on the permission status type, the complaint information is processed accordingly.

2. The method according to claim 1, characterized in that, The permission status types include account login failure, account privileges expired, and account privileges not in effect; The step of processing the complaint information according to the permission status type includes: When the permission status type is "Account rights expired", the membership purchase page will be automatically displayed, and the user will be prompted to repurchase. When the permission status type is "account benefits are not effective", a benefit refresh operation will be automatically triggered. When the permission status type is "Account login invalid", the audio-visual device login page will be automatically displayed.

3. The method according to claim 2, characterized in that, When the permission status type is account login invalid, the method further includes: Determine whether the target user has logged into their account before; If it is determined that the target user has previously logged into the account, the user will be prompted to log in again. If it is determined that the target user has not logged into the account before, the user will be prompted to scan the QR code to log in.

4. The method according to claim 2, characterized in that, The method of remotely obtaining log information from the target user's audiovisual device using the AI ​​customer service agent includes: The AI ​​customer service agent is used to receive the screen connection code of the target user's audio-visual device. The AI ​​customer service agent remotely connects to the audio-visual device using the screen connection code and remotely obtains log information from the target user's audio-visual device.

5. The method according to claim 4, characterized in that, After the AI ​​customer service agent is remotely connected to the audiovisual device using the screen connection code, the method further includes: Determine whether the AI ​​customer service agent can perform automatic detection; If the AI ​​customer service agent fails to perform automatic detection, it indicates that the target user's application version is too low. The application version of the target user will be automatically upgraded to obtain the upgraded application version. Determine whether the upgraded application version meets the preset version requirements; If the upgraded application version meets the preset version requirements, then return to the step of receiving the screen connection code of the target user's audiovisual device using the AI ​​customer service agent.

6. The method according to claim 5, characterized in that, The step of determining whether the AI ​​customer service agent can perform automatic detection also includes: If the AI ​​customer service agent is capable of automatic detection, then a detection and repair task will be initiated. Based on the aforementioned detection and repair task, the complaint information from the target user is received again.

7. The method according to claim 2, characterized in that, The log information includes login credentials, user unique identifier, and token authentication result; The step of determining the current permission status type of the target user's account based on the log information includes: If the login credentials are invalid or expired, the user's unique identifier is missing or incorrect, or the token authentication result is invalid, then the current permission status of the target user's account is determined to be account login invalid. When both the login credentials and the user's unique identifier meet the preset login requirements, the token authentication result is successful, and VIP information is returned, but the expiration time is earlier than the current time, then it is determined that the target user's account is currently in a permission status type of expired account rights. If both the login credentials and the user's unique identifier meet the preset login requirements, and the token authentication result is successful, but the returned VIP level is 0, then it is determined that the target user's account is currently in a permission status type where account benefits are not effective.

8. An automatic customer complaint processing device, characterized in that, Includes a unit for performing the method as described in any one of claims 1-7.

9. A computer device, characterized in that, The computer device includes a memory and a processor, wherein the memory stores a computer program, and the processor executes the computer program to implement the method as described in any one of claims 1-7.

10. A computer-readable storage medium, characterized in that, The storage medium stores a computer program that, when executed by a processor, can implement the method as described in any one of claims 1-7.

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