AI辅助电商客服工单自动分类系统

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电商客服工单分类

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利用自然语言处理技术，对电商客户咨询与投诉工单进行语义分析与意图识别，实现自动化分类与优先级排序，提升客服响应效率与服务质量。

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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.

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请分析提供的电商客户工单文本，识别其核心意图（如物流查询、退换货申请、产品质量投诉或价格咨询），并根据预设的业务规则将其归类至对应的服务部门。同时，评估工单的紧急程度，若涉及安全投诉或大规模负面舆情风险，请标记为高优先级并建议立即人工介入；对于常规咨询，请生成标准化的回复建议供客服人员参考。最终输出应包含分类标签、紧急程度评级及关键信息摘要，确保客服团队能快速理解客户需求并做出准确响应。

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