Sistema de clasificación automática de tickets de comercio electrónico con IA

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Clasificación de tickets de comercio electrónico

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Aproveche el procesamiento del lenguaje natural para analizar tickets de clientes de comercio electrónico, identificar la intención y la prioridad para el enrutamiento automático, mejorando la eficiencia y la satisfacción del 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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Analice el texto del ticket de cliente de comercio electrónico proporcionado para identificar su intención principal, como consulta logística, solicitud de devolución o cambio, queja sobre la calidad del producto o consulta de precios. Clasifique el ticket en la cola de atención al cliente correspondiente según las reglas comerciales predefinidas. Evalúe simultáneamente la urgencia del ticket; si involucja quejas de seguridad o riesgos significativos de opinión pública, márquelo como alta prioridad y recomiende intervención manual inmediata. Para consultas rutinarias, extraiga las entidades clave (por ejemplo, número de pedido, SKU del producto, descripción del problema) y genere un resumen conciso para ayudar a los agentes del servicio al cliente a comprender rápidamente el contexto. La salida final debe incluir la etiqueta de clasificación, el nivel de prioridad, la lista de entidades clave y un resumen de no más de 50 palabras, garantizando la precisión y facilitando el procesamiento posterior.

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