KI-gestütztes automatisches Klassifizierungssystem für E-Commerce-Tickets

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E-Commerce-Ticket-Klassifizierung

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Nutzen Sie Natural Language Processing, um E-Commerce-Kunden-Tickets zu analysieren, Absicht und Priorität zu identifizieren und das automatische Routing zu ermöglichen, um die Reaktionsgeschwindigkeit und Kundenzufriedenheit zu verbessern.

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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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Analysieren Sie den bereitgestellten Text des E-Commerce-Kunden-Tickets, um die Kernabsicht zu identifizieren, wie z. B. Logistikabfrage, Rückgabe- oder Umtauschantrag, Produktqualitätsbeschwerde oder Preiskonsultation. Klassifizieren Sie das Ticket basierend auf vordefinierten Geschäftsregeln in die entsprechende Kundenservice-Warteschlange. Bewerten Sie gleichzeitig die Dringlichkeit des Tickets; wenn es Sicherheitsbeschwerden oder erhebliche öffentliche Meinungsriskiken betrifft, markieren Sie es als hohe Priorität und empfehlen Sie sofortige manuelle Eingriffe. Für Routineanfragen extrahieren Sie Schlüsselentitäten (z. B. Bestellnummer, Produkt-SKU, Problembeschreibung) und erstellen Sie eine prägnante Zusammenfassung, damit Kundenservice-Mitarbeiter den Kontext schnell verstehen können. Die endgültige Ausgabe sollte das Klassifizierungsetikett, die Prioritätsstufe, die Liste der Schlüsselentitäten und eine Zusammenfassung von maximal 50 Wörtern enthalten, um die Genauigkeit zu gewährleisten und die nachfolgende Verarbeitung zu erleichtern.

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