Routage intelligent des tickets de support e-commerce

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Classification des tickets e-commerce

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Utiliser le traitement du langage naturel pour analyser les tickets de support client, identifier l'intention et les router vers les départements logistique, qualité ou remboursement pour améliorer l'efficacité.

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Analyze the following e-commerce customer support ticket text to identify the core issue and determine its business category. The content involves common scenarios such as damaged goods, delayed shipping, or refund requests. Extract key entities like order numbers, product names, and problem descriptions. Map the ticket to the most appropriate category based on predefined standards including logistics issues, product quality, after-sales service, and others. If the user expresses strong emotions or uses sensitive language, flag it as high priority. The final output should include the classification result, confidence score, and brief handling suggestions, ensuring clear logic that aligns with actual business operations to help the customer service team quickly triage and prioritize urgent cases.

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Analysez le texte du ticket de support client e-commerce suivant pour identifier le problème central et déterminer sa catégorie commerciale. Le contenu implique des scénarios courants tels que des marchandises endommagées, un retard d'expédition ou des demandes de remboursement. Extrayez les entités clés telles que les numéros de commande, les noms de produits et les descriptions de problèmes. Mappez le ticket à la catégorie la plus appropriée selon des normes prédéfinies incluant les problèmes logistiques, la qualité du produit, le service après-vente et autres. Si l'utilisateur exprime des émotions fortes ou utilise un langage sensible, marquez-le comme haute priorité. La sortie finale doit inclure le résultat de la classification, le score de confiance et des suggestions de traitement brèves, garantissant une logique claire qui s'aligne sur les opérations commerciales réelles pour aider l'équipe de service client à trier rapidement et à prioriser les cas urgents.

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Classification Billets Support

Please read the following customer service message submitted by the user, analyze its core request, and categorize it into one of the predefined ticket types: Logistics Inquiry, Return/Exchange Request, Product Quality Issue, Account Anomaly, or Other. Output only the classification label without explaining the reasoning process, ensuring accurate classification to assist subsequent manual handling.

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