Customer complaint problem handling method, device and equipment and storage medium

Abstract

The invention provides a customer complaint problem handling method, device and equipment and a storage medium, and relates to the technical field of instant messaging. According to the invention, thesession ID and a session sentence corresponding to a user performing a session with customer service staff are acquired, and the customer complaint level and the customer complaint type correspondingto the session sentence are determined according to a preset rule, so that the user complaint intention can be pre-judged according to the session sentence input by the user. When the number of the session sentences of which the customer complaint levels meet the preset requirements in the session sentences corresponding to the session ID is greater than or equal to a preset threshold value, alarm information is sent to a service staff according to a preset alarm strategy and session information corresponding to the session ID, so that the staff can timely check and handle problems of an associated business system for customer complaint problems occurring in a short time and at a high frequency, so that the flow period of a work order in a customer complaint problem handling process can be shortened, the handling efficiency of the customer complaint problems is improved, and the service experience of the user is further improved.

Description

technical field [0001] The present invention relates to the technical field of instant messaging, in particular to a method, device, equipment and storage medium for handling customer complaints. Background technique [0002] With the continuous improvement of people's quality of life, people's requirements for products or services are also increasing. When faced with various unfavorable situations or questions, users (such as: consumers) often choose to give feedback to suppliers. For example, users can report relevant issues to customer service personnel through the supplier's customer complaint system. [0003] At present, the general way of handling customer complaints is: when users feed back problems to customer service personnel through the customer complaint system, customer service personnel can create corresponding work orders according to different customer complaint problems, and then assign the work orders to corresponding business processing personnel for proce...

AI Technical Summary

Problems solved by technology

[0004] However, in the above-mentioned existing methods of handling customer complaints, customer service personnel can only handle customer complaints by issuing work orders afterwards, and the cycle of work order circulation is long, which seriously affects the service experience of users

Images