AI活用ECカスタマーサポートチケットの自動振り分け

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ECサポートチケット分類

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自然言語処理技術を用いて、ECプラットフォームのユーザーから提出されたアフターサービス相談や苦情のチケットを分析し、問題タイプを自動的に識別して対応部署に割り当て、応答効率とユーザー満足度を向上させます。

プロンプト内容

コピー

Analyze the following e-commerce support ticket content to identify its core issue type (such as logistics delay, product damage, refund dispute, or general inquiry) and categorize it into the corresponding handling department based on predefined classification rules. Additionally, extract key entity information (such as order ID, product name, and user sentiment) to generate a concise ticket summary for quick human agent intervention.

コピー

以下のECアフターサービスチケットの内容を分析し、物流の遅延、商品の破損、返金紛争、問い合わせなどのコアな問題タイプを特定し、事前に定義された分類ルールに基づいて対応部署に分類してください。さらに、注文番号、商品名、ユーザーの感情傾向などの主要なエンティティ情報を抽出し、人間のカスタマーエージェントが迅速に対応できるよう簡潔なチケットの要約を生成してください。

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