CN110969443A - Complaint event processing method, device, equipment and system - Google Patents
Complaint event processing method, device, equipment and system Download PDFInfo
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- CN110969443A CN110969443A CN201811158943.1A CN201811158943A CN110969443A CN 110969443 A CN110969443 A CN 110969443A CN 201811158943 A CN201811158943 A CN 201811158943A CN 110969443 A CN110969443 A CN 110969443A
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Abstract
The embodiment of the invention provides a method, a device, equipment and a system for processing a complaint event, wherein the method comprises the following steps: a complaint event is received, the complaint event including a complaint party, a complaint reason, and a complaint party. And determining reference information corresponding to the complaint events according to the complaint quality of the historical complaint events of the complaint parties so as to be referred by complaint handling personnel. The method for processing the complaint event is a method for automatically obtaining reference information corresponding to the complaint event by using the complaint quality of the historical complaint event, and after the reference information is obtained, the complaint processing personnel can further judge the complaint event according to the reference information to obtain a final processing result, so that the processing quality of the complaint event is improved.
Description
Technical Field
The invention relates to the field of internet, in particular to a method, a device, equipment and a system for processing a complaint event.
Background
Along with the deepening of the production specialization degree and the complication of the industrial organization, various novel service industries appear. For example, the non-manufacturing links such as design, test, accounting audit, logistics and the like in the manufacturing enterprise are gradually separated, so that a business service industry, an information service industry, a logistics industry and the like are formed.
In many types of service industries, complaints are inevitable due to various reasons such as service level and product quality. In the prior art, after a service providing platform receives a complaint, a manual judgment mode is usually adopted to determine whether the complaint is true, but if the complaint is determined singly, the processing result of the complaint event is easy to be inaccurate, so that the processing quality of the complaint event is not high.
Disclosure of Invention
In view of this, embodiments of the present invention provide a method, an apparatus, a device, and a system for handling a complaint event, so as to improve the handling quality of the complaint event.
In a first aspect, an embodiment of the present invention provides a method for handling a complaint event, including:
receiving a complaint event including a complaint party, a complaint reason, and a complaint party;
and determining reference information corresponding to the complaint events according to the complaint quality of the historical complaint events of the complaint parties, so as to be referred by complaint handling personnel.
In a second aspect, an embodiment of the present invention provides a complaint event processing apparatus, including:
the system comprises a receiving module, a judging module and a display module, wherein the receiving module is used for receiving a complaint event comprising a complaint party, a complaint reason and a complained party;
and the information determining module is used for determining reference information corresponding to the complaint events according to the complaint quality of the historical complaint events of the complaint parties so as to be referred by complaint processing personnel.
In a third aspect, an embodiment of the present invention provides an electronic device, including a first processor and a first memory, where the first memory is used to store one or more computer instructions, and when the one or more computer instructions are executed by the first processor, the method for handling a complaint event in the first aspect is implemented. The electronic device may further comprise a first communication interface for communicating with other devices or a communication network.
An embodiment of the present invention provides a computer storage medium for storing and storing a computer program, where the computer program is used to enable a computer to implement the method for handling a complaint event in the first aspect when executed.
In a fourth aspect, an embodiment of the present invention provides a complaint event processing method, including:
receiving reference information corresponding to a complaint event and complaint materials corresponding to the complaint event, which are sent by a complaint event processing platform;
and displaying the processing result of the complaint event determined according to the reference information and the complaint material.
In a fifth aspect, an embodiment of the present invention provides a complaint event processing apparatus, including:
the system comprises a receiving module, a processing module and a display module, wherein the receiving module is used for receiving reference information corresponding to a complaint event and complaint materials corresponding to the complaint event, which are sent by a complaint event processing platform;
and the display module is used for displaying the processing result of the complaint event determined according to the reference information and the complaint material.
In a sixth aspect, an embodiment of the present invention provides an electronic device, including a second processor and a second memory, where the second memory is used to store one or more computer instructions, and the one or more computer instructions, when executed by the second processor, implement the complaint event processing method in the fourth aspect. The electronic device may further comprise a second communication interface for communicating with other devices or a communication network.
An embodiment of the present invention provides a computer storage medium for storing and storing a computer program, where the computer program is used to enable a computer to implement the method for handling a complaint event in the fourth aspect when executed.
In a seventh aspect, an embodiment of the present invention provides a complaint event processing system, including: the system comprises a user client, a complaint event processing platform and a customer service client which are in communication connection;
the user client is used for responding to the complaint operation triggered by the user and generating a complaint event comprising a complaint party, a complaint reason and a complaint party;
the complaint event processing platform is used for receiving the complaint event; determining reference information corresponding to the complaint event according to the complaint quality of the historical complaint event of the complaint party; sending the reference information to the customer service client;
the customer service client is used for receiving the reference information and the complaint materials corresponding to the complaint events; displaying a processing result of the complaint event determined according to the reference information and the complaint material; sending the processing result to the user client;
the user client is also used for displaying the processing result.
The method for processing the complaint event provided by the embodiment of the invention receives the complaint event, wherein the complaint event comprises a complaint party, a complaint reason and a complained party. And determining reference information corresponding to the complaint events according to the complaint quality of the historical complaint events of the complaint parties so as to be referred by complaint handling personnel. According to the above description, after the reference information corresponding to the complaint event is automatically obtained according to the complaint quality of the historical complaint event, the complaint handling staff further determines the complaint event according to the reference information to obtain the final handling result. The automatic mode and the manual mode are combined to process the complaint event, so that the processing quality of the complaint event can be greatly improved.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, and it is obvious that the drawings in the following description are some embodiments of the present invention, and those skilled in the art can also obtain other drawings according to the drawings without creative efforts.
FIG. 1 is a flowchart of a method for handling a complaint event according to an embodiment of the present invention;
FIG. 2 is a schematic diagram of a page showing reference information corresponding to a complaint event;
FIG. 3 is a schematic diagram of a page showing the results of processing of a complaint event;
FIG. 4 is a flowchart of a method for handling a complaint event according to another embodiment of the present invention;
FIG. 5 is a flow chart of another method for handling a complaint event according to an embodiment of the present invention;
FIG. 6 is a flowchart of a complaint event handling method according to another embodiment of the invention;
fig. 7 is a schematic structural diagram of a complaint event processing apparatus according to an embodiment of the invention;
fig. 8 is a schematic structural diagram of an electronic device corresponding to the complaint event processing apparatus provided in the embodiment shown in fig. 7;
FIG. 9 is a schematic structural diagram of a complaint event processing device according to another embodiment of the invention;
fig. 10 is a schematic structural diagram of an electronic device corresponding to the complaint event processing apparatus provided in the embodiment shown in fig. 9;
fig. 11 is a schematic structural diagram of a complaint event processing system according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are some, but not all, embodiments of the present invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
The terminology used in the embodiments of the invention is for the purpose of describing particular embodiments only and is not intended to be limiting of the invention. As used in the examples of the present invention and the appended claims, the singular forms "a", "an", and "the" are intended to include the plural forms as well, and "a" and "an" generally include at least two, but do not exclude at least one, unless the context clearly dictates otherwise.
It should be understood that the term "and/or" as used herein is merely one type of association that describes an associated object, meaning that three relationships may exist, e.g., a and/or B may mean: a exists alone, A and B exist simultaneously, and B exists alone. In addition, the character "/" herein generally indicates that the former and latter related objects are in an "or" relationship.
The words "if," "if," as used herein may be interpreted as "at … …" or "at … …" or "in response to a determination" or "in response to a recognition," depending on the context. Similarly, the phrases "if determined" or "if identified (a stated condition or event)" may be interpreted as "when determined" or "in response to a determination" or "when identified (a stated condition or event)" or "in response to an identification (a stated condition or event)", depending on the context.
It is also noted that the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a good or system that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such good or system. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a commodity or system that includes the element.
In addition, the sequence of steps in each method embodiment described below is only an example and is not strictly limited.
Fig. 1 is a flowchart of a method for handling a complaint event according to an embodiment of the present invention, which can be executed by a complaint event handling platform. As shown in fig. 1, the method comprises the steps of:
s101, a complaint event comprising a complaint party, a complaint reason and a complaint party is received.
For the sake of brevity, in the following embodiments, the complaint event processing platform is simply referred to as a processing platform.
The complainer can initiate a complaint event to the complained party by utilizing a complaint page provided by the user client, wherein the complaint event initiated by the complainer can comprise the complainer, a complaint reason and the complained party. The complainer can input the complained party in the complaining page, and can select the complaining reason from a plurality of preset complaining reasons displayed in the complaining page. Then, the processing platform can directly receive the complaint event sent by the user client.
In practice, a complaint party may be understood as a regular distributor of a certain brand, and a complaint party may be understood as a non-regular distributor of this brand. Taking e-commerce scenario as an example: the complainer may be an official flagship store of a brand, and the complainer may be an unofficial flagship store selling goods of the brand on the e-commerce platform, such as a personal seller or an official flagship store selling goods of other brands, and so on. Meanwhile, a plurality of complaint reasons are preset in the complaint page for the complaint party to select, and the complaint reasons can comprise selling counterfeit goods or not using the product pictures provided by the regular dealer, namely the stolen pictures and the like.
S102, determining reference information corresponding to the complaint events according to the complaint quality of the historical complaint events of the complaint parties, so as to be referred by complaint handling personnel.
After receiving the complaint event, the processing platform searches all historical complaint events initiated by the complaint party within a preset time period. And further, respective processing results of the found historical complaint events can be obtained, and the complaint quality of the complaint party on the historical complaint events is further determined according to the respective processing results of the historical complaint events. Optionally, the complaint quality of the historical complaint event of the complaint party may be embodied as a complaint success rate, and the processing platform may determine the reference information corresponding to the complaint event according to the found complaint success rate of the historical complaint event.
Alternatively, the reference information corresponding to the complaint event can be understood as a reference processing result of this complaint event. The reference information may be expressed as a result of whether the complaint event is established or not, that is, whether the complaint event is established or not, and may be expressed as a probability value of whether the complaint event is established.
For example, a complaint event handling interface with reference information displayed thereon can be as shown in FIG. 2. Here, the "reference processing result" in the figure is also referred to as "reference information corresponding to a complaint event" herein. The reference processing result may be a probability value indicating that the complaint event is established, in addition to the text form in the figure. And the content marked with a letter is an option which must be input by a user when a complaint event is initiated. The "evaluation grade of the complainer" is automatically displayed in association with the name of the complainer according to the association relationship between the evaluation grade and the name of the complainer after the complainer inputs the name of the complainer. An interface such as that shown in FIG. 2 may be displayed in a customer service client used by a complaint handler.
After obtaining the reference information corresponding to the complaint event, the processing platform can also send the reference information to the customer service client used by the complaint handling staff. The complaint handling personnel can use the reference information as a reference and then perform a manual examination on the complaint event to finally determine whether the complaint event initiated by the complaint party is true. Based on the interface shown in fig. 2, after manual review, an interface displaying the final processing result of the complaint event can be shown in fig. 3. And the interface can be displayed in the user client and can also be displayed in the customer service client.
Regarding the determination of the reference information corresponding to the complaint event, in an alternative manner, if the complaint success rate of the historical complaint event of the complaint party is greater than or equal to a preset threshold, the reference information corresponding to the complaint event is determined to be true for the complaint event. Otherwise, determining that the reference information corresponding to the complaint event is false.
Since the above determination method is rough, alternatively, the reference information corresponding to the complaint event may be determined by setting a plurality of preset thresholds, so as to improve the accuracy of the reference information.
Specifically, a first preset threshold and a second preset threshold may be set, respectively, where the first preset threshold is greater than the second preset threshold.
And if the complaint success rate of the historical complaint events of the complaint parties is greater than or equal to a first preset threshold, determining that the reference information corresponding to the complaint events is true.
And if the complaint success rate of the historical complaint events of the complaint parties is less than or equal to a second preset threshold, determining that the reference information corresponding to the complaint events is false.
And if the complaint success rate of the history complaint event of the complaint party is between the first preset threshold and the second preset threshold, determining which of the two preset thresholds the complaint success rate is closer to. And if the complaint success rate is close to the first preset threshold value, determining that the reference information corresponding to the complaint event is established as the complaint event. And if the complaint success rate is close to the second preset threshold, determining that the reference information corresponding to the complaint event is false.
In order to improve the accuracy of the determined reference information, the first preset threshold and the second preset threshold may be set to two values with a larger difference, for example, the first preset threshold is set to be 95% and the second preset threshold is set to be 5%.
In the embodiment of the invention, a complaint event is received, wherein the complaint event comprises a complaint party, a complaint reason and a complained party. And determining reference information corresponding to the complaint events according to the complaint quality of the historical complaint events of the complaint parties, so that complaint handling personnel can determine the handling results of the complaint events according to the reference information. According to the above description, after the reference information corresponding to the complaint event is automatically obtained according to the complaint quality of the historical complaint event, the complaint handling staff further determines the complaint event according to the reference information to obtain the final handling result. The automatic mode and the manual mode are combined to process the complaint event, so that the processing quality of the complaint event can be greatly improved.
In addition, optionally, in order to improve the accuracy of the determined reference information, the processing platform may further select, from all historical complaint events initiated by the complaint parties, a historical complaint event having the same complaint reason and the same complaint party as the complaint event, that is, look up a historical complaint event having the same complaint reason as the complaint event by the complaint party included in the complaint event, and determine the reference information corresponding to the complaint event according to the historical complaint event. The manner of determining the reference information is similar to that mentioned in the above embodiment, that is, the complaint success rate of the complaint party for the historical complaint event having the same complaint reason as the complaint event is compared with the preset threshold, and the detailed process can refer to the above description, which is not described herein again.
Based on the above description, in order to further improve the accuracy of the reference information, fig. 4 is a flowchart of another complaint event processing method provided by the embodiment of the invention, as shown in fig. 4, the method may include the following steps:
s201, receiving a complaint event comprising a complaint party, a complaint reason and a complaint party.
The execution process of step 201 is similar to the corresponding steps in the foregoing embodiment, and reference may be made to the relevant description in the embodiment shown in fig. 1, which is not repeated herein.
S202, obtaining the evaluation grade of the complaint party.
Upon receiving the complaint event, the processing platform can then determine an evaluation rating of the complaint party. Wherein, the level of the evaluation grade of the complained party can be used for indicating the complaint risk degree of the complained party. The lower the evaluation grade of the complained party is, the higher the complaint risk degree of the complained party is, and the more probable the complaining event containing the complained party is.
A manner of optionally determining an evaluation rating of a complaint party:
(1) and acquiring historical complaint data of the complaint party in a preset time period.
(2) And calculating the evaluation score of the complained party according to the historical complaint data.
(3) And determining the evaluation grade of the complained party according to the evaluation score.
Specifically, first, the processing platform may obtain historical complaint data of a complaint party within a preset time period, where the historical complaint data may be stored locally on the processing platform. Alternatively, the historical complaint data of the complaint party may include complaint data of multiple dimensions, such as a record of penalties of the complaint party within a preset time period, the number of times that all complaint parties complain the complaint party, the number of times that all consumers complain the complaint party, the response time of the complaint party to the complaint event, and the quality of complaint material provided by the complaint party for the complaint event, and so on.
And for the response time, after the complaining party sends out the complaining event, the corresponding complaining materials are sent to the processing platform together. And the complained party can also provide corresponding complaint materials to the processing platform according to the complaint materials provided by the complaining party. The time from when the complained party learns of the complaint event initiated by the complainer to when the complainer sends the complaint material to the processing platform can be considered the response time of the complainer. With respect to material quality, the quality of complaint material provided by a complaint party can be expressed as the authenticity of the complaint material. Identification of the authenticity of the complaint material can be made by the processing platform or other equipment within the complaint platform.
Then, optionally, the processing platform may utilize a Random Forest (RF) algorithm or a Gradient Boosting Decision Tree (GBDT) algorithm to calculate the evaluation score of the complaint party.
The calculation process of the evaluation score of any one of the complainers a is briefly described by taking an RF algorithm as an example: the complaint party A has a predetermined base score. Then, the processing platform selects a part of the complaint data of each dimension of the complaint party A as the training data of each dimension, and trains a model corresponding to the complaint data of any dimension according to the training data of any dimension, thereby obtaining a plurality of models. Each model may be referred to as a tree, and the number of trees is equal to the number of dimensions of the complaint data. Then, the remaining part of the complaint data of any dimension and the model of the complaint data of any dimension are used for determining the score of the complaint data of any dimension corresponding to the complaint party A. And determining the sum of the score corresponding to the complaint data of each dimension and a preset basic score as the evaluation score of the complained party A.
And finally, the processing platform determines the evaluation grade corresponding to the numerical value interval to which the evaluation score belongs to the evaluation grade of the complaint party according to the preset corresponding relation between the numerical value interval and the evaluation grade. Wherein, the lower the evaluation score, the higher the evaluation grade of the complained party.
It should be noted that the above-mentioned rating level determination process may be performed immediately after receiving the complaint event. In practical applications, however, the above-mentioned determination process of the rating may alternatively be a preprocessing process. The processing platform may determine evaluation levels of all merchants which may become the complaint party in the e-commerce platform in advance, and may store the evaluation levels of all the complaint parties locally in the processing platform. And the determination of the evaluation level of the complaint party may be periodic or aperiodic. Based on the above, after receiving a complaint event, the processing platform can directly inquire the evaluation grade of the complained party contained in the complaint event.
S203, determining reference information corresponding to the complaint event according to the complaint quality of the complaint party on the historical complaint event with the same type as the complaint event, wherein the type of the complaint event corresponds to the evaluation grade of the complained party and the complaint reason, and the reference information is used for reference of a complaint processing personnel.
Based on the evaluation level of the complained party and the complaint reason included in the complaint event, similar to step 102, the processing platform also searches for a historical complaint event with the same type as the complaint event within a preset time period, and determines reference information corresponding to the complaint event according to the found complaint quality of the historical complaint event. The complaint quality of the historical complaint event can be also expressed as the complaint success rate. The specific process of determining the reference information corresponding to the complaint event can be referred to the related description in the embodiment shown in fig. 1, and is not described herein again. For the types of the complaint events, in practical applications, if the complaint reasons of the two complaint events are the same and the evaluation grades of the complained parties are also the same, it indicates that the types of the two complaint events are the same.
In addition, when the complaint success rate of the complaint party on the historical complaint event of the same type as the complaint event is between the first preset threshold and the second preset threshold, optionally, the processing platform may determine that the reference information corresponding to the complaint event is undetermined for the complaint event, and at this time, the processing platform does not perform any processing on the undetermined complaint event. The pending complaint event is subsequently handled by a human. Manual processing may be accomplished by complaint handling personnel of the e-commerce platform.
In the embodiment of the invention, the processing platform can simultaneously obtain the complaint reason of the complaint event and the evaluation level of the complaint party in the complaint event. And then, determining historical complaint events with the same type as the complaint events by using the data of the two aspects, and determining reference information corresponding to the complaint events by using the complaint quality of the complaint parties to the historical complaint events so as to enable complaint handling personnel to further determine the handling results of the complaint events according to the reference information. According to the above description, after the reference information corresponding to the complaint event is automatically obtained according to the complaint quality of the historical complaint event, the complaint handling staff further determines the complaint event according to the reference information to obtain the final handling result. The complaint event is processed by combining an automatic mode and a manual mode so as to greatly improve the processing quality of the complaint event.
In summary, in the two embodiments, one is to determine the reference information corresponding to the complaint event according to the complaint quality of all the historical complaint events initiated by the complaint party, and the other is to determine the reference information corresponding to the complaint event according to the complaint reason and the evaluation grade of the complaint party. Of course, in practical applications, the processing platform may also determine the reference information corresponding to the complaint event according to the complaint reason of the complaint event alone or according to the evaluation grade of the complained party alone. Taking the determination of the reference information according to the evaluation level as an example, the specific process may be: firstly, receiving a complaint event comprising a complaint party, a complaint reason and a complaint party; then obtaining the evaluation grade of the complaint party; and finally, determining the reference information corresponding to the complaint event according to the complaint quality of the complaint party to the historical complaint event with the same evaluation level as the complained party included in the complaint event. For a specific process, reference may be made to the related description in the embodiment shown in fig. 1, and details are not described here.
In practical applications, there may be complicated complaint events, and such complicated complaint events can usually be only manually reviewed. Therefore, on the basis of the embodiment shown in fig. 4, fig. 5 is a flowchart of another complaint event processing method provided by the embodiment of the invention, and as shown in fig. 5, after step 202, the method may further include the following steps:
s301, determining the type of the complaint event according to the complaint reason and the evaluation grade of the complaint party.
S302, determining a handling mode of the complaint event according to the type of the complaint event.
And S303, if the handling mode of the complaint event is manual handling, determining that the reference information corresponding to the complaint event is suspended to wait for manual handling.
S304, if the handling mode of the complaint event is automatic handling, determining reference information corresponding to the complaint event according to the complaint quality of the complaint party to the historical complaint event with the same type as the complaint event.
S305, sending the reference information corresponding to the complaint event to the customer service client for reference of the complaint handling personnel.
As can be seen from the description of the embodiment shown in FIG. 4, the type of complaint event can be understood as the complaint reason and the evaluation level of the complaint party. The processing platform may determine the handling manner of the complaint event according to a preset corresponding relationship between the type of the complaint event and the handling manner.
If the processing mode of the complaint event is determined to be manual processing, the processing platform suspends the complaint event, namely, the reference information corresponding to the complaint event is determined to be the suspension of the complaint event, and the complaint event is manually processed. If the processing mode of the complaint event is determined to be automatic processing, the processing platform may determine the reference information corresponding to the complaint event, and the specific determination process of the reference information may refer to the description in the above embodiment, which is not described herein again. The processing platform then also sends reference information corresponding to the complaint event to the customer service client. The complaint handling personnel can further audit the complaint event according to the reference information received by the customer service client, so as to determine the final processing result of the complaint event. And finally, the customer service client can also send the processing result of the complaint event to the processing platform for storage by the processing platform.
The correspondence between the type of the complaint event and the processing mode may be pre-established, and may be established according to historical experience. And along with the continuous accumulation of the complaint events, the processing platform can also adjust the preset corresponding relation. The adjusting process can be specifically as follows: a reprocessing event is first selected from historical complaint events initiated by a complaint party included in the complaint event. As can be easily understood, the selected historical complaint events are processed automatically to obtain the processing result. These selected reprocessed events are then manually processed again. Alternatively, the selected reprocessing events may be all or some of the types of historical complaint events, and the number of each type of historical complaint event selected may be the same or different. After the reprocessing events are manually processed, if the difference degree between the processing result obtained by manually processing a certain type of reprocessing event and the reference information of the type of reprocessing event is greater than a preset threshold value, the processing platform determines the processing mode of the complaint party to the type of complaint event to be manual processing again. Otherwise, the method for processing the type of complaint event by the complaint party is determined to be automatic processing. The process of re-determining the processing mode also realizes the adjustment of the preset corresponding relation between the type of the complaint event and the processing mode.
For example, the outcome of a certain type of reprocessing event may be reflected in the success rate of complaints for this type of reprocessing event. Assuming that the selected reprocessing events include 50 complaint events of type I, the preset threshold is 0.1. According to the reference information of each type I complaint event obtained by automatic processing, the processing platform can determine that the complaint success rate of the type I reprocessing event is 80%. After manual processing, the processing platform re-determines the complaint success rate of the type I reprocessing event to be 50%. At the moment, the difference between the type I event and the type I event is 30 percent and is larger than the preset threshold value 0.1, and at the moment, the processing mode of the complaint event of the type I is adjusted from automatic processing to manual processing by the processing platform. Otherwise, determining that the handling mode of the complaint event of the type I is still automatic handling.
And S306, recording the processing result of the complaint event.
And S307, updating the complaint quality of the complaint event of the type of the complaint event to which the complaint party belongs according to the processing result.
After the received complaint event is processed, no matter the processing mode is manual processing or automatic processing, the processing platform finally acquires and records the processing result of the complaint event. Then, the complaint quality of the complaint event of the type to which the complaint event belongs is further updated according to the recorded processing result.
In addition, in practical applications, if it is determined that the reference information corresponding to the complaint event is true for the complaint event, the processing platform may further determine a level of penalty for the complaint party included in the complaint event. Alternatively, the penalty level for the complained party may be determined according to the corresponding relation between the complaint reason and the penalty level, the penalty level for the complained party may be determined according to the corresponding relation between the penalty levels of the evaluation levels of the complained party, or the penalty level for the complaint event may be determined according to the complaint reason and the evaluation level of the complained party included in the complaint event.
In the embodiment of the invention, different processing modes can be adopted for different types of complaint event processing platforms. And along with the continuous accumulation of the complaint events, the processing platform can also continuously adjust the corresponding relation between the types of the complaint events and the processing modes. In addition, for the complaint event determined to be established, the processing platform also gives a penalty grade of the complaint event according to a preset corresponding relation so as to reduce the generation of the complaint event.
In addition, it is worth mentioning that the complaint party in the above embodiments is usually a legal person, such as a regular distributor of a certain product. However, in practical applications, the complaint party initiating the complaint event may be a common individual buyer, and in this case, the complaint reason may be generally poor quality, low service level, and the like. The complaint party may be an individual seller selling goods or a legal person. For a complaint event whose complaint party is a personal buyer, the reference information corresponding to the complaint event can be determined by the complaint event processing method provided in the above embodiments, and the complaint processing staff can further determine the processing result of the complaint event according to the reference information.
Fig. 6 is a flowchart of another complaint event processing method according to an embodiment of the present invention, which can be executed by a customer service client. As shown in fig. 6, the method includes the steps of:
s401, receiving reference information corresponding to a complaint event and complaint materials corresponding to the complaint event, which are sent by a complaint event processing platform.
S402, displaying the processing result of the complaint event determined according to the reference information and the complaint material.
Specifically, the complaint handling personnel can receive the reference information corresponding to the complaint event and the complaint materials corresponding to the complaint event, which are sent by the processing platform, through the customer service client. The complaint materials can be sent to the processing platform through the user client when the complaint party initiates a complaint event. The processing result may be directly expressed as the establishment or non-establishment of the complaint event, or may be expressed as a probability value of the establishment of the complaint event.
Then, the complaint handling staff will perform manual review on the complaint material and refer to the reference information given by the processing platform, so as to finally determine the final processing result of the complaint event, that is, determine whether the complaint event is true. The complaint handling personnel can input the processing result obtained after manual review to the customer service client, and the processing result of the complaint event being established or not being established can be displayed in the customer service client.
Optionally, the customer service client may further send the processing result of the complaint event to a user client used by the complaint party, so that the complaint party may know the processing result of the complaint event initiated by the complaint party.
In the embodiment of the invention, after the processing platform determines the reference information corresponding to the complaint event, the complaint processing personnel using the customer service client can also check the complaint materials provided by the complaint party when the complaint event is initiated, and the reference information automatically determined by the processing platform is combined, so that the final processing result is obtained, namely whether the complaint event is established or not is judged. The final processing result is then also displayed in the customer service client. Meanwhile, the customer service client also sends the final processing result to the user client used by the complaint party, so that the complaint party can know the processing result of the complaint event in time.
It should be noted that, in the above embodiments, the processing platform may be provided by an e-commerce. However, in practical applications, the processing platform may also be a government department such as an industry and commerce bureau, an education bureau, a customs agency, a patent office, and the like.
The complaint event processing apparatus of one or more embodiments of the present invention will be described in detail below. Those skilled in the art will appreciate that the complaint event handling devices can be constructed by configuring the steps taught in the present solution using commercially available hardware components.
Fig. 7 is a schematic structural diagram of a complaint event processing apparatus according to an embodiment of the present invention, and as shown in fig. 7, the apparatus includes: a receiving module 11 and an information determining module 12.
The receiving module 11 is configured to receive a complaint event including a complaint party, a complaint reason, and a complaint party.
And the information determining module 12 is configured to determine reference information corresponding to the complaint event according to the complaint quality of the historical complaint event of the complaint party, so as to be referred by a complaint handling staff.
Optionally, the information determining module 12 is specifically configured to: and determining reference frame information corresponding to the complaint event according to the complaint quality of the complaint party to the historical complaint event with the same complaint reason as the complaint event.
Optionally, the apparatus further comprises: a grade obtaining module 21, configured to obtain an evaluation grade of the complaint party.
The information determining module 12 is configured to determine reference information corresponding to the complaint event according to the complaint quality of the complaint party on the historical complaint event with the same type as the complaint event, where the type of the complaint event corresponds to the evaluation grade of the complaint party and the complaint reason.
Optionally, the information determining module 12 is specifically configured to: if the complaint success rate of the complaint party to the historical complaint event with the same type as the complaint event is greater than or equal to a first preset threshold, determining that the reference information corresponding to the complaint event is established as the complaint event;
and if the complaint success rate of the complaint party to the historical complaint event with the same type as the complaint event is less than or equal to a second preset threshold, determining that the reference information corresponding to the complaint event is false as the complaint event, wherein the first preset threshold is greater than the second preset threshold.
Optionally, the information determining module 12 is further specifically configured to: and if the complaint success rate of the complaint party to the historical complaint event with the same type as the complaint event is between the first preset threshold and the second preset threshold, determining that the reference information corresponding to the complaint event is undetermined as the complaint event so as to manually process the undetermined complaint event.
Optionally, the apparatus further comprises: a historical data acquisition module 22, a calculation module 23, and a rank determination module 24.
The historical data obtaining module 22 is configured to obtain historical complaint data of the complaint party within a preset time period.
The calculating module 23 is configured to calculate an evaluation score of the complained party according to the historical complaint data.
And the grade determining module 24 is configured to determine the evaluation grade of the complaint party according to the evaluation score.
Optionally, the apparatus further comprises: an event type determining module 31 and a processing mode determining module 32.
The event type determining module 31 is configured to determine the type of the complaint event according to the complaint reason and the evaluation level of the complaint party.
The processing mode determining module 32 is configured to determine a processing mode of the complaint event according to the type of the complaint event.
The information determining module 12 is configured to determine that the reference information corresponding to the complaint event is pending for the complaint event to wait for manual processing if the complaint event is handled manually.
Optionally, the apparatus further comprises: a selection module 33.
The selection module 33 is configured to select a reprocessing event from the historical complaint events of the complaint party, so as to manually reprocess the reprocessing event
The processing mode determining module 32 is further configured to determine that the processing mode of the complaint party for the complaint event of any type is manual processing if a difference between a processing result obtained by manually processing the reprocessed event of any type and the reference information corresponding to the reprocessed event of any type is greater than a preset threshold.
Optionally, the apparatus further comprises: penalty level determination module 34.
The penalty level determining module 34 is configured to determine a penalty level of the complaint event according to the complaint reason of the complaint event and/or the evaluation level of the complaint party if the reference information corresponding to the complaint event is that the complaint event is established.
Optionally, the apparatus further comprises: a sending module 35. The system is used for sending reference information corresponding to the complaint event to a customer service client used by the complaint handling personnel so that the complaint handling personnel can determine the handling result of the complaint event according to the reference information.
Optionally, the apparatus further comprises: a recording module 36 and an updating module 37.
The recording module 36 is configured to record a processing result of the complaint event.
And the updating module 37 is configured to update, according to the processing result, the complaint quality of the complaint event of the type to which the complaint event belongs by the complaint party.
The apparatus shown in fig. 7 can perform the method of the embodiment shown in fig. 1 to 5, and reference may be made to the related description of the embodiment shown in fig. 1 to 5 for a part not described in detail in this embodiment. The implementation process and technical effect of the technical solution refer to the descriptions in the embodiments shown in fig. 1 to fig. 5, and are not described herein again.
Having described the internal functions and structure of the complaint event processing device, in one possible design, the structure of the complaint event processing device may be implemented as an electronic device, which may be a server storing all complaint data in a complaint platform, as shown in fig. 8, and the electronic device may include: a first processor 41 and a first memory 42. The first memory 42 is used for storing a program that supports the electronic device to execute the complaint event handling method provided in the embodiments shown in fig. 1 to 5, and the first processor 41 is configured to execute the program stored in the first memory 42.
The program comprises one or more computer instructions which, when executed by the first processor 41, are capable of performing the steps of:
receiving a complaint event including a complaint party, a complaint reason, and a complaint party;
and determining reference information corresponding to the complaint events according to the complaint quality of the historical complaint events of the complaint parties, so as to be referred by complaint handling personnel.
Optionally, the first processor 41 is further configured to perform all or part of the steps in the foregoing embodiments shown in fig. 1 to 5.
The electronic device may further include a first communication interface 43 for communicating with other devices or a communication network.
In addition, an embodiment of the present invention provides a computer storage medium for storing computer software instructions for the electronic device, which includes a program for executing the method for handling a complaint event in the method embodiments shown in fig. 1 to 5.
Fig. 9 is a schematic structural diagram of another complaint event processing apparatus according to an embodiment of the present invention, and as shown in fig. 9, the apparatus may include: a receiving module 51 and a display module 52.
The receiving module 51 is configured to receive reference information corresponding to a complaint event and complaint materials corresponding to the complaint event, which are sent by a complaint event processing platform.
And a display module 52, configured to display a processing result of the complaint event determined according to the reference information and the complaint material.
Optionally, the apparatus may further include: and a sending module 53, configured to send the processing result displayed in the customer service client to the user client, so that the user client displays the processing result.
The apparatus shown in fig. 9 can execute the method of the embodiment shown in fig. 6, and reference may be made to the related description of the embodiment shown in fig. 6 for a part of this embodiment that is not described in detail. The implementation process and technical effect of the technical solution refer to the description in the embodiment shown in fig. 6, and are not described herein again.
Having described the internal functions and structure of the complaint event processing apparatus, in one possible design, the structure of the complaint event processing apparatus can be implemented as an electronic device, which can be a terminal device used by a complaint processing person, as shown in fig. 10, and the electronic device can include: a second processor 61 and a second memory 62. The second memory 62 is used for storing a program that supports the electronic device to execute the complaint event handling method provided in the embodiment shown in fig. 6, and the second processor 61 is configured to execute the program stored in the second memory 62.
The program comprises one or more computer instructions which, when executed by the second processor 61, are capable of carrying out the steps of:
receiving reference information corresponding to a complaint event and complaint materials corresponding to the complaint event, which are sent by a complaint event processing platform;
and displaying the processing result of the complaint event determined according to the reference information and the complaint material.
Optionally, the second processor 61 is further configured to perform all or part of the steps in the foregoing embodiment shown in fig. 6.
The electronic device may further include a second communication interface 63, which is used for the electronic device to communicate with other devices or a communication network.
In addition, an embodiment of the present invention provides a computer storage medium, which is used for storing computer software instructions for the electronic device, and includes a program for executing the method for handling a complaint event in the method embodiment shown in fig. 6.
Fig. 11 is a schematic composition diagram of a complaint event processing system according to an embodiment of the present invention, and as shown in fig. 11, the system includes: a user client 71, a complaint event processing platform 72 and a customer service client 73 which are communicatively connected.
And the user client 71 is used for responding to the complaint operation triggered by the user and generating a complaint event containing the complaint party, the complaint reason and the complaint party.
Specifically, the complaint party may select a complaint reason and fill out the complaint party using a complaint interface provided in the user client 71, thereby generating a complaint event. The customer client 71 then sends the complaint event to the complaint event processing platform 72.
A complaint event processing platform 72, configured to receive a complaint event sent by the user client 71; determining reference information corresponding to the complaint events according to the complaint quality of the historical complaint events of the complaint parties; and sending the reference information to the customer service client. The complaint event processing platform 72 performs a process of automatically processing a complaint event, and the specific execution process of the automatic processing may refer to the related description in each embodiment shown in fig. 1 to 4, which is not described herein again.
A customer service client 73 for receiving the reference information and the complaint materials corresponding to the complaint events; displaying a processing result of the complaint event determined according to the reference information and the quality of the complaint material on the customer service client; and sending the processing result to the user client. For a specific processing procedure of the customer service client 73, reference may be made to the related description in the embodiment shown in fig. 5, which is not described herein again.
After the customer service client 73 determines the processing result, which is the final processing result of the complaint event, the user client 71 can also receive and display the processing result sent by the customer service client 73, so that the complaint party can know the processing result of the complaint event in time.
In this embodiment, the user client 71 in the complaint event processing system generates a complaint event, and the complaint event processing platform 72 performs an automatic processing process on the complaint event, thereby obtaining reference information. Then, the customer service client 73 manually determines a processing result with reference to the reference information and the complaint materials provided at the time of the initiation of the complaint event, and uses the processing result as a final processing result of the complaint event. The processing result can be displayed in the customer service client 73 and the user client 71 in sequence, so that both the complaint handling personnel and the complaint party can know the processing result of the complaint event in time.
The complaint event processing platform 72 can obtain reference information corresponding to the complaint event after processing the complaint event, and the reference information can be understood as a reference result. In addition, the final processing result of the complaint event is obtained by combining the reference information and the complaint material, namely the final processing result of the complaint event is generated by the combined action of automatic processing and manual processing, so that the accuracy of the processing result of the complaint event can be greatly improved.
The above-described embodiments of the apparatus are merely illustrative, and the units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment. One of ordinary skill in the art can understand and implement it without inventive effort.
Through the above description of the embodiments, those skilled in the art will clearly understand that each embodiment can be implemented by adding a necessary general hardware platform, and of course, can also be implemented by a combination of hardware and software. With this understanding in mind, the above-described aspects and portions of the present technology which contribute substantially or in part to the prior art may be embodied in the form of a computer program product, which may be embodied on one or more computer-usable storage media having computer-usable program code embodied therein, including without limitation disk storage, CD-ROM, optical storage, and the like.
The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
In a typical configuration, a computing device includes one or more processors (CPUs), input/output interfaces, network interfaces, and memory.
The memory may include forms of volatile memory in a computer readable medium, Random Access Memory (RAM) and/or non-volatile memory, such as Read Only Memory (ROM) or flash memory (flash RAM). Memory is an example of a computer-readable medium.
Computer-readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, a computer readable medium does not include a transitory computer readable medium such as a modulated data signal and a carrier wave.
Finally, it should be noted that: the above examples are only intended to illustrate the technical solution of the present invention, but not to limit it; although the present invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; and such modifications or substitutions do not depart from the spirit and scope of the corresponding technical solutions of the embodiments of the present invention.
Claims (18)
1. A complaint event processing method is applied to a complaint event processing platform and comprises the following steps:
receiving a complaint event including a complaint party, a complaint reason, and a complaint party;
and determining reference information corresponding to the complaint events according to the complaint quality of the historical complaint events of the complaint parties, so as to be referred by complaint handling personnel.
2. The method of claim 1, wherein the determining reference information corresponding to the complaint event based on the complaint quality of the complaint party's historical complaint events comprises:
and determining reference information corresponding to the complaint event according to the complaint quality of the complaint party to the historical complaint event with the same complaint reason as the complaint event.
3. The method of claim 2, wherein the receiving comprises, after the complaint event comprising the complaint party, the complaint reason, and the complaint party, further comprising:
acquiring the evaluation grade of the complained party;
the determining reference information corresponding to the complaint event according to the complaint quality of the complaint party to the historical complaint event having the same complaint reason as the complaint event comprises:
and determining reference information of the complaint event according to the complaint quality of the complaint party on the historical complaint event with the same type as the complaint event, wherein the type of the complaint event corresponds to the evaluation grade of the complained party and the complaint reason.
4. The method of claim 3, wherein determining reference information corresponding to the complaint event based on the complaint quality of the complaint party for historical complaint events of the same type as the complaint event comprises:
if the complaint success rate of the complaint party to the historical complaint event with the same type as the complaint event is greater than or equal to a first preset threshold, determining that the reference information corresponding to the complaint event is established as the complaint event;
and if the complaint success rate of the complaint party to the historical complaint event with the same type as the complaint event is less than or equal to a second preset threshold, determining that the reference information corresponding to the complaint event is false as the complaint event, wherein the first preset threshold is greater than the second preset threshold.
5. The method of claim 3, wherein determining reference information corresponding to the complaint event based on the complaint quality of the complaint party for historical complaint events of the same type as the complaint event comprises:
and if the complaint success rate of the complaint party to the historical complaint event with the same type as the complaint event is between the first preset threshold and the second preset threshold, determining that the reference information corresponding to the complaint event is undetermined as the complaint event so as to manually process the undetermined complaint event.
6. The method of claim 3, further comprising:
acquiring historical complaint data of the complaint party in a preset time period;
calculating the evaluation score of the complained party according to the historical complaint data;
and determining the evaluation grade of the complained party according to the evaluation score.
7. The method of claim 3, wherein after obtaining the evaluation rating of the complaint party, the method further comprises:
determining the type of the complaint event according to the complaint reason and the evaluation grade of the complained party;
determining a handling mode of the complaint event according to the type of the complaint event;
the determining, according to the complaint quality of the complaint party for the historical complaint event of the same type as the complaint event, reference information corresponding to the complaint event includes:
and if the complaint event is processed manually, determining that the reference information corresponding to the complaint event is hung for waiting for manual processing.
8. The method of claim 7, further comprising:
selecting a reprocessing event from historical complaint events of the complaint party so as to carry out manual processing again on the reprocessing event;
and if the difference degree between the processing result obtained by manually processing any type of reprocessing event and the reference information corresponding to any type of reprocessing event is greater than a preset threshold value, determining that the processing mode of the complaint party on any type of complaint event is manual processing.
9. The method according to any one of claims 1 to 8, further comprising:
and if the reference information corresponding to the complaint event is that the complaint event is established, determining the punishment level of the complaint event according to the complaint reason of the complaint event and/or the evaluation level of the complained party.
10. The method of any one of claims 1 to 8, wherein after determining the reference information corresponding to the complaint event based on the complaint quality of the complaint party's historical complaint events, further comprising:
and sending reference information corresponding to the complaint event to a customer service client used by the complaint handling personnel so that the complaint handling personnel can determine the handling result of the complaint event according to the reference information.
11. The method of claim 10, further comprising:
recording the processing result of the complaint event;
and updating the complaint quality of the complaint party to the complaint event of the type of the complaint event according to the processing result.
12. A complaint event processing method is applied to a customer service client and comprises the following steps:
receiving reference information corresponding to a complaint event and complaint materials corresponding to the complaint event, which are sent by a complaint event processing platform;
and displaying the processing result of the complaint event determined according to the reference information and the complaint material.
13. The method of claim 12, further comprising:
and sending the processing result to a user client so as to enable the user client to display the processing result.
14. A complaint event processing device is applied to a complaint event processing platform and comprises:
the system comprises a receiving module, a judging module and a display module, wherein the receiving module is used for receiving a complaint event comprising a complaint party, a complaint reason and a complained party;
and the information determining module is used for determining reference information corresponding to the complaint events according to the complaint quality of the historical complaint events of the complaint parties so as to be referred by complaint processing personnel.
15. An electronic device, comprising: a memory, a processor; wherein,
the memory is to store one or more computer instructions, wherein the one or more computer instructions, when executed by the processor, implement the complaint event handling method of any of claims 1-11.
16. A complaint event processing device applied to a customer service client includes:
the system comprises a receiving module, a processing module and a display module, wherein the receiving module is used for receiving reference information corresponding to a complaint event and complaint materials corresponding to the complaint event, which are sent by a complaint event processing platform;
and the display module is used for displaying the processing result of the complaint event determined according to the reference information and the complaint material.
17. An electronic device, comprising: a memory, a processor; wherein,
the memory is to store one or more computer instructions, wherein the one or more computer instructions, when executed by the processor, implement the complaint event handling method of any of claims 12-13.
18. A complaint event processing system, comprising: the system comprises a user client, a complaint event processing platform and a customer service client which are in communication connection;
the user client is used for responding to the complaint operation triggered by the user and generating a complaint event comprising a complaint party, a complaint reason and a complaint party;
the complaint event processing platform is used for receiving the complaint event; determining reference information corresponding to the complaint event according to the complaint quality of the historical complaint event of the complaint party; sending the reference information to the customer service client;
the customer service client is used for receiving the reference information and the complaint materials corresponding to the complaint events; displaying a processing result of the complaint event determined according to the reference information and the complaint material; sending the processing result to the user client;
the user client is also used for displaying the processing result.
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