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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Aproveite o processamento de linguagem natural para analisar tickets de clientes de comércio eletrônico, identificar a intenção e a prioridade para o roteamento automático, melhorando a eficiência e a satisfação do cliente.

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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. Classify the ticket into the corresponding customer service queue based on predefined business rules. Simultaneously, assess the urgency of the ticket; if it involves safety complaints or significant public opinion risks, mark it as high priority and recommend immediate manual intervention. For routine inquiries, extract key entities (e.g., order number, product SKU, problem description) and generate a concise summary to help customer service agents quickly understand the context. The final output should include the classification label, priority level, list of key entities, and a summary of no more than 50 words, ensuring accuracy and facilitating subsequent processing.

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Analise o texto do ticket de cliente de comércio eletrônico fornecido para identificar sua intenção principal, como consulta logística, solicitação de devolução ou troca, reclamação sobre a qualidade do produto ou consulta de preços. Classifique o ticket na fila de atendimento ao cliente correspondente com base nas regras comerciais predefinidas. Avalie simultaneamente a urgência do ticket; se envolver reclamações de segurança ou riscos significativos de opinião pública, marque-o como alta prioridade e recomende intervenção manual imediata. Para consultas rotineiras, extraia as entidades-chave (por exemplo, número do pedido, SKU do produto, descrição do problema) e gere um resumo conciso para ajudar os agentes de atendimento ao cliente a compreender rapidamente o contexto. A saída final deve incluir a etiqueta de classificação, o nível de prioridade, a lista de entidades-chave e um resumo de não mais de 50 palavras, garantindo a precisão e facilitando o processamento posterior.

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