AI-Powered E-commerce Ticket Auto-Classification

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E-commerce Ticket Classification

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Utilize NLP to analyze e-commerce customer tickets, identifying intent and automating categorization and prioritization to enhance response efficiency and service quality.

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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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