Système de classification automatique des tickets e-commerce par IA

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Classification des tickets e-commerce

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Utiliser le traitement du langage naturel pour analyser les tickets clients e-commerce, identifier l'intention et automatiser la catégorisation et la priorisation pour améliorer l'efficacité de réponse et la qualité de service.

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Analyze the provided e-commerce customer ticket text to identify its core intent, such as logistics inquiry, return or exchange request, product quality complaint, or price consultation. Categorize the ticket into the corresponding service department based on predefined business rules. Simultaneously, assess the urgency of the ticket; if it involves safety complaints or potential negative public opinion risks, mark it as high priority and recommend immediate human intervention. For routine inquiries, generate standardized response suggestions for customer service agents. The final output should include the classification label, urgency rating, and key information summary to ensure the customer service team can quickly understand customer needs and respond accurately.

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Analysez le texte du ticket client e-commerce fourni pour identifier son intention principale, telle qu'une demande de suivi logistique, une demande de retour ou d'échange, une plainte sur la qualité du produit ou une consultation sur les prix. Catégorisez le ticket dans le département de service correspondant en fonction des règles commerciales prédéfinies. Évaluez simultanément l'urgence du ticket ; s'il s'agit de plaintes pour sécurité ou de risques potentiels d'opinion publique négative, marquez-le comme haute priorité et recommandez une intervention humaine immédiate. Pour les demandes routinières, générez des suggestions de réponse standardisées pour les agents du service client. La sortie finale doit inclure l'étiquette de classification, le niveau d'urgence et le résumé des informations clés pour garantir que l'équipe du service client puisse rapidement comprendre les besoins des clients et y répondre avec précision.

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