AI輔助電商客服工單自動分類

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電商客服工單分類

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利用AI自動識別並分類電商客戶諮詢工單，提升響應效率與服務質量。

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Analyze the provided customer inquiry text and categorize it into one of four predefined classes: pre-sales consultation, after-sales service, logistics inquiry, or complaint/suggestion based on business semantics. If an order number is mentioned, extract it; if emotional expression is present, label the sentiment as positive, neutral, or negative. The output must include the classification result, key entity extraction, and sentiment label, ensuring the logic aligns with standard e-commerce customer service protocols without additional explanatory reasoning.

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請分析提供的客戶諮詢文本，根據業務語義將其歸類為售前諮詢、售後服務、物流查詢或投訴建議四大類別之一。若文本涉及具體訂單號，請提取該號碼；若涉及情緒表達，請標註情感傾向為正面、中性或負面。最終輸出應包含分類結果、關鍵實體提取及情感標籤，確保分類邏輯符合電商客服標準作業流程，無需額外解釋推理過程。

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