Система автоматической классификации тикетов электронной коммерции на базе ИИ

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Классификация тикетов электронной коммерции

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Использование обработки естественного языка для анализа тикетов клиентов электронной коммерции, идентификации намерений и автоматизации категоризации и приоритизации для повышения эффективности ответа и качества обслуживания.

Содержание промпта

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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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Проанализируйте предоставленный текст тикета клиента электронной коммерции, чтобы определить его основную цель, такую как запрос отслеживания логистики, запрос на возврат или обмен, жалоба на качество продукта или консультация по ценам. Классифицируйте тикет в соответствующем отделе обслуживания на основе заранее определенных бизнес-правил. Одновременно оцените срочность тикета; если он касается жалоб на безопасность или потенциальных рисков негативного общественного мнения, отметьте его как высокий приоритет и порекомендуйте немедленное вмешательство человека. Для рутинных запросов сгенерируйте стандартные предложения по ответу для агентов службы поддержки. Итоговый вывод должен включать метку классификации, уровень срочности и краткое резюме ключевой информации, чтобы убедиться, что команда службы поддержки может быстро понять потребности клиентов и точно на них ответить.

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