Roteamento de tickets de suporte de comércio eletrônico com IA

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Classificação de tickets de comércio eletrônico

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Utilizar processamento de linguagem natural para analisar tickets de suporte ao cliente, identificar a intenção e roteá-los para os departamentos de logística, qualidade ou reembolso para melhorar a eficiência.

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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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Analise o seguinte texto do ticket de suporte ao cliente de comércio eletrônico para identificar o problema central e determinar sua categoria comercial. O conteúdo envolve cenários comuns como mercadorias danificadas, atraso no envio ou solicitações de reembolso. Extraia as entidades-chave como números de pedido, nomes de produtos e descrições de problemas. Mapeie o ticket para a categoria mais apropriada com base em padrões predefinidos, incluindo problemas logísticos, qualidade do produto, serviço pós-venda e outros. Se o usuário expressar emoções fortes ou usar linguagem sensível, marque-o como alta prioridade. A saída final deve incluir o resultado da classificação, a pontuação de confiança e sugestões de tratamento breves, garantindo uma lógica clara que se alinhe com as operações comerciais reais para ajudar a equipe de atendimento ao cliente a triar rapidamente e priorizar casos urgentes.

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