Classificação automática de tickets de suporte

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Classificação de tickets de suporte

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Use IA para identificar e classificar automaticamente os tickets de solicitação de informações recebidos pelo serviço de atendimento ao cliente de comércio eletrônico para melhorar a eficiência do processamento.

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Please analyze the content of the user inquiry tickets received by the following e-commerce customer service, automatically classify them into categories such as logistics inquiry, return and exchange application, product quality complaint, or general consultation based on the nature of the problem, and briefly explain the basis for classification so that subsequent manual customer service can respond and handle quickly.

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Analise o conteúdo dos tickets de solicitação de informações recebidos pelo seguinte serviço de atendimento ao cliente de comércio eletrônico, classifique-os automaticamente em categorias como consulta logística, solicitação de devolução e troca, reclamação de qualidade do produto ou consulta geral com base na natureza do problema e explique brevemente a base da classificação para que o serviço de atendimento ao cliente manual subsequente possa responder e lidar rapidamente.

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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. Categorize the ticket into the corresponding service department based on predefined business rules. Simultaneously, assess the urgency of the ticket; if it involves safety complaints or potential negative public opinion risks, mark it as high priority and recommend immediate human intervention. For routine inquiries, generate standardized response suggestions for customer service agents. The final output should include the classification label, urgency rating, and key information summary to ensure the customer service team can quickly understand customer needs and respond accurately.