Sistema de classificação automática de tickets de comércio eletrônico com IA

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Classificação de tickets de comércio eletrônico

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Utilizar o processamento de linguagem natural para analisar tickets de clientes de comércio eletrônico, identificar a intenção e automatizar a categorização e priorização para melhorar a eficiência de resposta e a qualidade do serviço.

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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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Analise o texto do ticket de cliente de comércio eletrônico fornecido para identificar sua intenção principal, como uma consulta logística, um pedido de devolução ou troca, uma reclamação sobre a qualidade do produto ou uma consulta de preços. Classifique o ticket no departamento de serviço correspondente com base nas regras comerciais predefinidas. Avalie simultaneamente a urgência do ticket; se envolver reclamações de segurança ou riscos potenciais de opinião pública negativa, marque-o como alta prioridade e recomende intervenção humana imediata. Para consultas rotineiras, gere sugestões de resposta padronizadas para os agentes de atendimento ao cliente. A saída final deve incluir o rótulo de classificação, o nível de urgência e um resumo das informações chave para garantir que a equipe de atendimento ao cliente possa compreender rapidamente as necessidades dos clientes e responder com precisão.

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