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E-commerce Ticket Classification

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Utilize NLP to analyze customer support tickets, identifying intent and routing them to logistics, quality, or refund departments to improve response efficiency and accuracy.

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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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