AI輔助電商工單自動分類系統

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電商工單分類

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利用自然語言處理技術，對電商客戶諮詢與投訴工單進行語義分析與意圖識別，實現自動化分類與優先級排序，提升客服響應效率與服務質量。

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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.

複製

請分析提供的電商客戶工單文本，識別其核心意圖（如物流查詢、退換貨申請、產品質量投訴或價格諮詢），並根據預設的業務規則將其歸類至對應的服務部門。同時，評估工單的緊急程度，若涉及安全投訴或大規模負面輿情風險，請標記為高優先級並建議立即人工介入；對於常規諮詢，請生成標準化的回覆建議供客服人員參考。最終輸出應包含分類標籤、緊急程度評級及關鍵信息摘要，確保客服團隊能快速理解客戶需求並做出準確響應。

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