TWM630363U - Automatic processing system for customer complaint - Google Patents

Abstract

An automatic processing system for customer complaint is proposed. The automatic processing system for customer complaint includes a customer complaint feature database, a customer complaint processing database and an electronic device. The customer complaint feature database includes a plurality of customer complaint word vector data. The customer complaint processing database includes a datum to be processed. The electronic device is signally connected to the customer complaint feature database and the customer complaint processing database, and receives the customer complaint word vector data and the datum to be processed. The electronic device stores a plurality historical reply data, and the historical reply data are corresponding to the customer complaint word vector data. The electronic device compares the customer complaint word vector data and the datum to be processed to generate a comparison result, and finds one of the historical reply data according to the comparison result. Therefore, the automatic processing system for customer complaint of the present disclosure can realize automatic data creation and automatic generation of a reply content, thus reducing the time and cost of manpower.

Description

Customer complaint case automatic processing system

This new model relates to an automatic processing system for customer complaints, especially an automatic processing system for customer complaints that can automatically create files and automatically generate reply content.

In general, there are many customer complaints from banks, and their sources include: e-mails, forwarding by the Financial Supervisory Commission or the Review Center, forwarding by other agencies (such as the Executive Yuan, the Presidential Office, etc.), and letters from legislators. Each customer complaint has the pressure to respond to the deadline. Although the content of each customer complaint is a single case, the content of the customer complaint is similar. Although these cases are similar cases, at present, various departments have to respond to the previous responses one by one, fill in the customer complaint record book manually, and then organize them by the industry development department. The process is quite time-consuming. From this, it can be seen that there is currently a lack of an automatic handling system for customer complaints that can reduce the time and cost of manpower filing and manpower replying, so relevant industry players are all looking for solutions.

Therefore, the purpose of the present invention is to provide an automatic processing system for customer complaints, which can automatically file the customer complaint data of each department, and use the modular file to automatically generate the reply content, and link the official document system to countersign, thereby speeding up customer Complaint handling process and convenience. In addition, the time for establishing the reference book can be saved, and the system can directly file the customer complaint content of each department in a unified and complete manner.

According to one embodiment of the structural aspect of the present invention, an automatic processing system for customer complaints is provided, which includes a customer complaint case feature database, a customer complaint processing database and an electronic device. The customer complaint case feature database contains plural customer complaint word vector data. The Complaint Processing Database contains pending data. The electronic device signal connects the customer complaint case feature database and the customer complaint processing database, and receives the customer complaint word vector data and pending data. The electronic device stores a plurality of historical reply data, and the historical reply data corresponds to the customer complaint word vector data. The electronic device compares the customer complaint word vector data and the data to be processed to generate a comparison result, and finds one of the corresponding historical response data according to the comparison result.

In this way, the new type of customer complaint case automatic processing system can automatically mark the unread customer complaint email with the processing deadline and the reply unit, and use the customer complaint word vector data and the automatic comparison of the data to be processed to find the The corresponding historical reply content is generated to realize automatic file creation and automatic generation of reply content, which can greatly reduce the time and cost of manual file creation and manual reply.

Other examples of the aforementioned embodiments are as follows: the aforementioned electronic device includes a memory and a processor. The memory is used to store these customer complaint word vector data, pending data and these historical reply data. The processor signal is connected to the memory, and the processor compares the customer complaint word vector data and the data to be processed to generate a comparison result, and finds out one of the corresponding historical response data according to the comparison result.

Other examples of the aforementioned implementation manner are as follows: the aforementioned data to be processed includes words to be processed. The comparison result includes one of the customer complaint word vector data corresponding to the to-be-processed word of the to-be-processed data.

Other examples of the aforementioned embodiments are as follows: the aforementioned customer complaint case automatic processing system further includes a customer complaint electronic mailbox, the signal of which is connected to an electronic device, and the electronic device searches the customer complaint electronic mailbox for unread customer complaint emails, Emails contain letter headers.

Other examples of the aforementioned embodiments are as follows: when the aforementioned electronic device searches the customer complaint e-mail for unread customer complaint emails according to the letter title, the electronic device marks the customer complaint email with a processing deadline to generate a marked deadline Guest v. Email. The electronic device transmits the customer complaint e-mail with the marked deadline to the customer complaint handling database. The processing deadline tag contains a customer complaint email that is marked with a processing deadline.

Other examples of the aforementioned embodiments are as follows: when the aforementioned electronic device searches the customer complaint e-mail box according to the letter title and there is no unread customer complaint email, the electronic device repeatedly searches the customer complaint e-mail box until there is an unread customer complaint email. until email.

Other examples of the aforementioned embodiments are as follows: when the aforementioned electronic device searches the customer complaint e-mail for unread customer complaint emails according to the letter title, the electronic device marks a reply unit for the customer complaint email to generate a marked unit Guest v. Email. The electronic device transmits the customer complaint email of the marked unit to the customer complaint handling database. Replying Unit Flag contains a replying unit that customer complaint emails are flagged.

Other examples of the aforementioned embodiments are as follows: the aforementioned automatic handling system for customer complaints further includes a handling electronic mailbox, the signal of which is connected to the electronic device. The electronic device transmits the historical reply data and the processing period to the handling e-mail.

Other examples of the aforementioned embodiments are as follows: the aforementioned automatic handling system for customer complaints further includes a handling electronic device and a document system, wherein the handling electronic device is connected to the handling electronic mailbox by a signal, and the handling electronic device receives and confirms the information from the handling electronic mailbox. The history and processing period of these historical response data are used to generate a sign-off case order. The official document system signal is connected to the handling electronic device, and the official document system receives the approval case instruction, and executes the online approval operation according to the approval case instruction.

Other examples of the aforementioned embodiments are as follows: any one of the aforementioned electronic device and the handling electronic device includes one of a computer, a server, and a handheld device.

Several embodiments of the present invention will be described below with reference to the drawings. For the sake of clarity, many practical details are set forth in the following description. It should be understood, however, that these practical details should not be used to limit the invention. That is, in some embodiments of the novel, these practical details are unnecessary. In addition, for the purpose of simplifying the drawings, some well-known and conventional structures and elements will be shown in a simplified and schematic manner in the drawings; and repeated elements may be denoted by the same reference numerals.

In addition, when a certain element (or unit or module, etc.) is "connected" to another element herein, it may mean that the element is directly connected to another element, or it may also mean that a certain element is indirectly connected to another element , that is, there are other elements interposed between said element and another element. When it is expressly stated that an element is "directly connected" to another element, it means that no other element is interposed between the element and the other element. The terms first, second, third, etc. are only used to describe different elements, and do not limit the elements themselves. Therefore, the first element can also be renamed as the second element. And the combination of elements/units/circuits in this article is not a commonly known, conventional or well-known combination in this field, and it cannot be determined whether the combination relationship of the elements/units/circuits is well-known or not easily understood by those in the technical field. Usually the knowledgeable can do it easily.

Please refer to FIG. 1. FIG. 1 is a schematic diagram illustrating an automatic handling system 100 for a customer complaint case according to a first embodiment of the present invention. Among them, "automatic processing" means automatic file creation and automatic response content generation. The system 100 for automatically handling customer complaints includes a customer complaint feature database 110 , a customer complaint processing database 120 and an electronic device 130 . The customer complaint case feature database 110 includes plural customer complaint word vector data. The customer complaint handling database 120 contains a pending data. The electronic device 130 connects the customer complaint case feature database 110 and the customer complaint processing database 120 with a signal, and receives the customer complaint word vector data and the data to be processed. The electronic device 130 stores a plurality of historical reply data, and the historical reply data corresponds to the customer complaint word vector data. The electronic device 130 compares the customer complaint word vector data and the data to be processed to generate a comparison result, and finds one of the corresponding plural historical response data according to the comparison result. Thereby, the new type of customer complaint case automatic processing system 100 utilizes the automatic comparison between the customer complaint word vector data and the data to be processed to find out the corresponding historical reply content, so as to automatically generate the reply content, which can greatly reduce the time for manpower to reply with cost. The following is a detailed embodiment to illustrate the details of the above system.

Please refer to FIG. 1 and FIG. 2 together, wherein FIG. 2 is a schematic diagram of an automatic processing system 100a for a customer complaint according to a second embodiment of the present invention. As shown in the figure, the automatic processing system 100a for customer complaints includes a customer complaint case feature database 110, a customer complaint processing database 120, an electronic device 130, a customer complaint electronic mailbox 140, a handling electronic mailbox 150, a handling electronic device 160, and an electronic device 130. Document System 170.

The customer complaint case feature database 110 includes a customer complaint case category 112 (Label) and a plurality of customer complaint word vector data 114 (Text), which are manually classified by personnel to mark the customer complaint cases handled in the past. The marked customer complaint case includes the corresponding customer complaint case category 112 and the customer complaint word vector data 114 .

The customer complaint handling database 120 includes pending data 122, and the pending data 122 includes customer complaint emails with marked deadlines and customer complaint emails from marked units. The pending data 122 includes a pending word.

The electronic device 130 is connected to the customer complaint case feature database 110 and the customer complaint processing database 120 by signals, and receives the customer complaint word vector data 114 and the data to be processed 122 . Specifically, the electronic device 130 includes a memory 132 and a processor 134 . The memory 132 is used for storing the customer complaint word vector data 114 , the pending data 122 and plural historical reply data, wherein the historical reply data corresponds to the customer complaint word vector data 114 . The processor 134 is connected to the memory 132 by a signal. The processor 134 compares the customer complaint word vector data 114 and the data to be processed 122 to generate a comparison result, and finds one of the corresponding historical reply data according to the comparison result By. The comparison result including one of these customer complaint word vector data 114 corresponds to the pending word of the pending data 122; in other words, the comparison result including one of these customer complaint word vector data 114 is the same or similar to the pending word. For the words to be processed in the processing data 122, similar means that some words are the same. In one embodiment, the electronic device 130 includes one of a computer, a server and a handheld device, but the present invention is not limited thereto.

The customer complaint e-mail box 140 is connected to the electronic device 130 by a signal. The processor 134 of the electronic device 130 searches the customer complaint e-mail box 140 to see if there is an unread customer complaint e-mail, and the customer complaint e-mail includes a letter title. When the electronic device 130 searches the customer complaint e-mail box 140 for unread customer complaint emails according to the letter title, the electronic device 130 marks the customer complaint email with a processing deadline to generate a customer complaint email with a marked deadline. The device 130 transmits the customer complaint email with the marked deadline to the complaint handling database 120 . The processing deadline tag contains a customer complaint email that is marked with a processing deadline. For example, if the customer complaint email belongs to the competent authority, the processing period of the processing deadline mark performed by the electronic device 130 can be set to 1 day, that is, the customer complaint email must be replied within 1 day; If the email is a letter from a legislator, the processing period of the processing deadline mark performed by the electronic device 130 can be set to 2 days, that is, the customer complaint email must be replied within 2 days; if the customer complaint email is a general complaint email , the processing period of the processing period marking performed by the electronic device 130 can be set to 3 days, that is, the customer complaint email can be replied within 3 days.

In addition, when the electronic device 130 searches the customer complaint e-mail box 140 for unread customer complaint emails according to the letter title, the electronic device 130 marks the customer complaint email with a reply unit to generate a marked customer complaint email. , the electronic device 130 transmits the customer complaint email of the marked unit to the customer complaint processing database 120 . Replying Unit Flag contains a replying unit that customer complaint emails are flagged. For example, if the customer complaint email is related to the credit business, the reply unit marked by the reply unit performed by the electronic device 130 can be set as the credit unit; if the customer complaint email is legal violation, the electronic device 130 will perform The replying unit marked by the replying unit can be set as the legal unit. In addition, when the electronic device 130 searches the customer complaint e-mail box 140 according to the letter title and there is no unread customer complaint e-mail, the electronic device 130 repeatedly searches the customer complaint e-mail box 140 until there is an unread customer complaint e-mail.

The handling e-mail box 150 is connected to the electronic device 130 with a signal, and the electronic device 130 transmits the one of the historical reply data and the processing time limit to the handling e-mail box 150 .

The handling electronic device 160 is connected to the handling electronic mailbox 150 by a signal, and the handling electronic device 160 receives and confirms the historical reply data and the processing period from the handling electronic mailbox 150, so as to generate an approval case instruction. In one embodiment, the handling electronic device 160 includes one of a computer, a server and a handheld device, but the present invention is not limited to this.

The official document system 170 is connected to the handling electronic device 160 by a signal, and the official document system 170 receives the approval case instruction, and executes the online approval operation according to the approval case instruction.

Thereby, the new type of customer complaint automatic processing system 100a can automatically mark the unread customer complaint email with the processing time limit and the reply unit, and use the automatic comparison between the customer complaint word vector data 114 and the pending data 122 Yes, find the corresponding historical reply content to realize automatic file creation and automatic generation of reply content, which can greatly reduce the time and cost of manpower file creation and manpower reply.

Please refer to Fig. 2, Fig. 3, Fig. 4, Fig. 5 and Fig. 6 together, wherein Fig. 3 is a schematic flowchart of the automatic processing method 200 for customer complaints according to the third embodiment of the present invention; Fig. 4 is a schematic diagram showing the customer complaint case feature data creation step S2 of the automatic customer complaint processing method 200 of Fig. 3; Fig. 5 is a customer complaint case of the automatic customer complaint processing method 200 of Fig. 3 Fig. 6 is a schematic diagram of the automatic filing step S4; and Fig. 6 is a schematic diagram of the step S6 of automatically generating the reply content of the method 200 for automatically processing a customer complaint case in Fig. 3 . As shown in the figure, the automatic customer complaint processing method 200 is applied to the customer complaint automatic processing system 100a, and includes a customer complaint case feature data creation step S2, a customer complaint case automatic filing step S4, and a reply content automatic generation step S6.

The step S2 of establishing the characteristic data of the customer complaint case includes steps S22, S24, S26, and S28. Step S22 includes obtaining the customer complaint cases handled in the past, step S24 includes manually classifying the customer complaint cases through data marking, and step S26 includes obtaining the customer complaint case category 112 (Label) and the customer complaint word vector data 114 of each customer complaint case (Text), the customer complaint case category 112 can be represented by numbers, and the customer complaint word vector data 114 can be represented by Chinese, English or numbers, but the new model is not limited to this. Step S28 includes transmitting the customer complaint case category 112 and the customer complaint word vector data 114 to the customer complaint case feature database 110 . As can be seen from the above, the customer complaint case feature database 110 is manually created and can be updated regularly or irregularly.

The step S4 of automatically filing a customer complaint case includes steps S41, S42, S43, S44, and S45. Step S41 includes the user using the electronic device 130 . Step S42 includes searching the customer complaint email box 140 according to the letter title to see if there is an unread customer complaint email, if yes (there is an unread customer complaint email), then step S43 is executed; e-mail), the electronic device 130 repeatedly searches the e-mail box 140 for customer complaints (ie, step S42 is repeatedly executed), until there are unread customer e-mails. Step S43 includes marking the unread customer complaint email with a processing deadline. Step S44 includes marking the unread customer complaint email as a reply unit. Step S45 includes sending the customer complaint emails marked with the deadline and the replying unit to the customer complaint processing database 120 .

The step S6 of automatically generating the reply content includes steps S601, S602, S603, S604, S605, S606, S607, S608, S609, and S610. Step S601 includes reading the customer complaint processing database 120 , that is, reading the pending data 122 (unprocessed) of the customer complaint processing database 120 . Step S602 includes reading the customer complaint case feature database 110 , that is, reading the customer complaint word vector data 114 of the customer complaint case feature database 110 . Step S603 includes comparing the customer complaint word vector data 114 and the pending data 122 , that is, comparing one of these customer complaint word vector data 114 with the pending word in the pending data 122 for the sameness or similarity . Step S604 includes automatically finding the historical reply data, the historical reply data corresponding to the reply data of the customer complaints handled in the past. Step S605 includes sending an email to notify the handling that the automatic reply has been completed, and reminding the processing deadline; Step S606 includes opening an automatic reply window for customer complaints after the handling receives the email. Step S607 includes generating an approval case instruction after confirming the reply content, that is, the handling electronic device 160 receives and confirms the historical reply data and the processing period from the handling electronic mailbox 150 to generate an approval case instruction. Step S608 includes connecting to the official document system 170 , that is, the official document system 170 receives an order to sign the case. Step S609 includes an online sign-off operation, that is, the official document system 170 executes an on-line sign-off operation according to the sign-off case instruction. Step S610 includes changing the status of the customer complaint case to processed after the sign-off operation is completed; in other words, the status of the customer complaint case (originally "pending") corresponding to the pending data 122 will be changed to "processed" after the sign-off operation. deal with".

In this way, the new method 200 for automatically handling customer complaints can automatically mark unread emails with processing deadlines and response units, and use the automatic comparison between the word vector data 114 of customer complaints and the data to be processed 122 . Yes, find the corresponding historical reply content to realize automatic file creation and automatic generation of reply content, which can greatly reduce the time and cost of manpower file creation and manpower reply.

It can be seen from the above-mentioned embodiments that the present invention has the following advantages: First, it can automatically file the customer complaint data of each department, and use the modular file to automatically generate the reply content, and link the official document system to countersign, thereby speeding up the processing of customer complaints Process and convenience. Second, it can save the time for establishing the reference book, and the system can directly file the customer complaint content of each department in a unified and complete manner.

Although the present invention has been disclosed in the above embodiments, it is not intended to limit the present invention. Anyone skilled in the art can make various changes and modifications without departing from the spirit and scope of the present invention. Therefore, the protection of the present invention The scope shall be determined by the scope of the appended patent application.

100,100a: Automatic processing system for customer complaints 110: Customer complaint case feature database 112: Category of customer complaints 114: Customer complaint word vector data 120: Customer Complaint Handling Database 122: Data to be processed 130: Electronic Devices 132: Memory 134: Processor 140: Customer complaint e-mail 150: Handling e-mail 160: Handling electronic devices 170: Official Document System 200: Automatic Handling of Customer Complaint Cases S2: Steps for establishing characteristic data of customer complaints S4: Steps for automatic filing of customer complaints S6: Reply content automatic generation steps S22, S24, S26, S28, S41, S42, S43, S44, S45, S601, S602, S603, S604, S605, S606, S607, S608, S609, S610: Steps

Fig. 1 is a schematic diagram showing an automatic processing system for customer complaints according to the first embodiment of the present invention; Fig. 2 is a schematic diagram showing the automatic processing system for customer complaints according to the second embodiment of the present invention; Fig. 3 is a schematic flow chart showing the automatic processing method for customer complaints according to the third embodiment of the present invention; Fig. 4 is a schematic diagram showing the steps of creating customer complaint case characteristic data in the automatic processing method of customer complaint case in Fig. 3; Fig. 5 is a schematic diagram showing the steps of automatic filing of customer complaints in the automatic processing method of customer complaints in Fig. 3; and FIG. 6 is a schematic diagram illustrating the steps of automatically generating the reply content of the automatic processing method for customer complaints in FIG. 3 .

100: Automatic Processing System for Customer Complaints

110: Customer complaint case feature database

120: Customer Complaint Handling Database

130: Electronic Devices

Claims (10)

An automatic processing system for customer complaints, including: One customer complaint case feature database, including plural customer complaint word vector data; A customer complaint processing database, including a pending data; An electronic device, the signal is connected to the customer complaint case feature database and the customer complaint processing database, and receives the customer complaint word vector data and the pending data, the electronic device stores a plurality of historical response data, and the history The reply data corresponds to these customer complaint word vector data; Wherein, the electronic device compares the customer complaint word vector data and the data to be processed to generate a comparison result, and finds out one of the corresponding historical reply data according to the comparison result. The automatic processing system for customer complaints as described in claim 1, wherein the electronic device comprises: a memory for storing the customer complaint word vector data, the pending data and the historical response data; and a processor connected to the memory by a signal, the processor compares the customer complaint word vector data and the pending data to generate the comparison result, and finds the corresponding historical reply data according to the comparison result the one. The automatic processing system for customer complaints as described in claim 1, wherein, the pending data includes a pending word; and The comparison result includes one of the customer complaint word vector data corresponding to the pending word of the pending data. The automatic processing system for customer complaints as described in claim 1, further includes: A customer complaint e-mail, the signal is connected to the electronic device, and the electronic device searches whether the customer complaint e-mail box has an unread customer complaint e-mail, and the customer complaint e-mail includes a letter title. The automatic processing system for customer complaints as described in claim 4, wherein when the electronic device searches the customer complaint electronic mailbox for the unread customer complaint email according to the title of the letter, the electronic device responds to the customer complaint email Perform a processing deadline marking to generate a customer complaint email with a marked deadline, the electronic device transmits the customer complaint email with a marked deadline to the customer complaint processing database, and the processing deadline mark includes the customer complaint email being marked a processing period. The automatic processing system for customer complaints as described in claim 4, wherein when the electronic device searches for the customer complaint email without reading the customer complaint email according to the title of the letter, the electronic device repeatedly searches for the customer complaint email mailbox until there is an unread email of the complaint. The automatic processing system for customer complaints as described in claim 4, wherein when the electronic device searches the customer complaint electronic mailbox for the unread customer complaint email according to the title of the letter, the electronic device responds to the customer complaint email Marking a replying unit to generate a customer complaint email of the marked unit, the electronic device transmits the customer complaint email of the marked unit to the customer complaint processing database, and the replying unit marking includes that the customer complaint email is marked A reply unit. The automatic processing system for customer complaints as described in claim 5, further comprising: Once the electronic mailbox is handled, a signal is connected to the electronic device, and the electronic device transmits the one of the historical reply data and the processing time limit to the handling electronic mailbox. The automatic processing system for customer complaints as described in claim 8, further comprising: Once the handling electronic device is connected to the handling electronic mailbox, the handling electronic device receives and confirms the one and the processing period of the historical reply data from the handling electronic mailbox, so as to generate an order for signing the case; and an official document system, the signal is connected to the handling electronic device, the official document system receives the sign-off case instruction, and executes the online sign-off operation according to the sign-off case instruction. The automatic processing system for customer complaints as described in claim 9, wherein any one of the electronic device and the handling electronic device comprises one of a computer, a server and a handheld device.

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