AI辅助电商客服工单自动分类系统

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电商客服工单分类

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利用自然语言处理技术，对电商客户咨询与投诉工单进行语义分析与意图识别，实现自动分类与优先级排序，提升客服响应效率与用户满意度。

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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. Classify the ticket into the corresponding customer service queue based on predefined business rules. Simultaneously, assess the urgency of the ticket; if it involves safety complaints or significant public opinion risks, mark it as high priority and recommend immediate manual intervention. For routine inquiries, extract key entities (e.g., order number, product SKU, problem description) and generate a concise summary to help customer service agents quickly understand the context. The final output should include the classification label, priority level, list of key entities, and a summary of no more than 50 words, ensuring accuracy and facilitating subsequent processing.

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请分析提供的电商客户工单文本，识别其核心意图（如物流查询、退换货申请、产品质量投诉或价格咨询），并根据预设的业务规则将其归类至对应的客服处理队列。同时，请评估工单的紧急程度，若涉及安全投诉或重大舆情风险，请标记为高优先级并建议立即人工介入；对于常规咨询，请提取关键实体（如订单号、商品SKU、问题描述）并生成简洁的摘要，以便客服人员快速理解上下文。最终输出应包含分类标签、优先级等级、关键实体列表及一段不超过50字的工单摘要，确保信息准确且便于后续处理。

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