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CN-121998540-A - Order after-sales processing method, device, electronic equipment, storage medium and program product

CN121998540ACN 121998540 ACN121998540 ACN 121998540ACN-121998540-A

Abstract

The embodiment of the application provides an order after-sales processing method, an order after-sales processing device, electronic equipment, a storage medium and a program product. According to the method, order consultation information is obtained, under the condition that an order to be consulted corresponding to the order consultation information is an after-sales scene, an order return logistics intelligent module is called to determine a current logistics stage of the order to be consulted, any one of execution strategies in an execution strategy set characterizes a solution to the order to be consulted in the current logistics stage, and then a time sequence structure of each execution strategy in an execution strategy library maintained in advance is determined, an execution strategy set matched with a time sequence node corresponding to the current logistics stage is determined, the implementation strategy is matched according to the logistics stage in stages, the range of the execution strategy is narrowed, the accuracy of a subsequent solution is improved, on the basis, intention information related to the order consultation information is analyzed, and a solution corresponding to the execution strategy matched with the intention information in the execution strategy set is output.

Inventors

  • FAN JIAHAO

Assignees

  • 浙江天猫技术有限公司

Dates

Publication Date
20260508
Application Date
20251212

Claims (14)

  1. 1. An order after-market processing method, the method comprising: in response to acquiring order consultation information, calling a return logistics intelligent module to determine a current logistics stage of the order to be consulted under the condition that the order to be consulted corresponding to the order consultation information is an after-sales scene, wherein the logistics stage is one of at least two preset stages; determining an execution strategy set matched with a time sequence node corresponding to the current logistics stage based on a time sequence structure of each execution strategy in a pre-maintained execution strategy library, wherein any one execution strategy in the execution strategy set represents a solution to the order to be consulted in the current logistics stage; Analyzing intention information related to the order consultation information; And outputting a solution corresponding to the execution strategy matched with the intention information in the execution strategy set.
  2. 2. The method of claim 1, wherein the determining the set of execution policies that match the timing node corresponding to the current logistics stage comprises: Determining a time sequence node corresponding to the current logistics stage; Determining at least one execution strategy which is later in time sequence than the time sequence node and belongs to the front of the ending node of the current logistics stage based on the time sequence structure of each execution strategy; the set of execution policies is determined from the at least one execution policy.
  3. 3. The method of claim 2, wherein said determining the set of execution policies from the at least one execution policy comprises: Operating the execution strategy set execution strategies based on the execution rules matched with the orders to be consulted respectively to obtain operation results of the execution strategies; And determining an execution strategy of which the matching degree of the order consultation information meets the condition from a plurality of execution strategies of which the running results are available as the execution strategy set.
  4. 4. The method of any of claims 1-3, wherein said parsing intent information associated with said order consultation information comprises: extracting semantic features of the order consultation information characterization; identifying whether the semantic features match preset intention labels; if the semantic features are matched with preset intention labels, determining the intention labels matched with the semantic features as the intention information; And if the semantic features are not matched with preset intention labels, calling a dialogue intelligent module to carry out dialogue with a user, and responding to the acquired dialogue information and extracting the intention information according to the dialogue information, wherein the dialogue information comprises inquiry information or execution strategies.
  5. 5. The method of claim 4, wherein when the dialog information is execution policy information, the extracting the intent information from the dialog information in response to collecting dialog information comprises: Invoking the dialogue intelligent module to display a plurality of execution strategies to a user; And in response to receiving a selected operation of any one of a plurality of execution strategies, determining the intention information according to the execution strategy corresponding to the selected operation, and outputting a solution corresponding to the execution strategy corresponding to the selected operation.
  6. 6. The method of claim 4, wherein when the dialog information is query information, the extracting the intent information from the dialog information in response to collecting dialog information comprises: Based on the preset inquiry call template, inquiry information is sent to a dialogue client, wherein the dialogue client is a dialogue client for providing the order consultation information; Responding to the response information of the query information fed back by the dialogue client, and extracting intention information to be confirmed; And in response to receiving a confirmation instruction of the intention to be confirmed, determining intention information to be confirmed as the intention information.
  7. 7. The method of claim 4, further comprising, after determining the intent tag for the semantic feature match as the intent information: determining the matching degree of each execution strategy in the execution strategy set and the intention information respectively; And sequentially pushing a plurality of execution strategies to the user according to the sequence of the matching degree from high to low.
  8. 8. The method of claim 1, wherein the outputting the solution in the set of execution policies corresponding to the execution policy that matches the intent information comprises: analyzing an execution path contained in the execution strategy and an execution action description contained in the execution path aiming at any one of the execution strategy sets; the solution is generated according to an execution path and an execution action description contained in the execution path.
  9. 9. The method of claim 8, wherein the generating the solution from the execution path and the execution action description contained by the execution path comprises: after executing the execution action of the I node on the execution path, judging whether the I node is the last node of the execution path; If the I node is the last node, outputting the result of the I node as the solution; If the I node is not the last node, continuing to execute the I+1st node until the I node is the last node.
  10. 10. The method of claim 1, wherein the at least two phases include pre-harvest, post-harvest, and no-mail information, and further comprising, prior to determining the set of execution policies corresponding to the current logistics phase: judging whether the processing state corresponding to the order to be consulted is an after-sale canceling state or not; and if the processing state corresponding to the order to be consulted is the after-sale canceling state, determining that the logistics stage is set to be free of mail information.
  11. 11. An after-market order processing device, the device comprising: The logistics stage determining module is used for responding to the acquired order consultation information, and calling the return logistics intelligent module to determine the current logistics stage of the order to be consulted under the condition that the order to be consulted corresponding to the order consultation information is in an after-sales scene, wherein the logistics stage is one of at least two preset stages; The system comprises a determining and executing strategy module, a determining and executing strategy set, a determining and executing strategy module and a determining and executing strategy module, wherein the determining and executing strategy module is used for determining an executing strategy set matched with a time sequence node corresponding to the current logistics stage based on a time sequence structure of each executing strategy in a pre-maintained executing strategy library, and any executing strategy in the executing strategy set represents a solution to the order to be consulted in the current logistics stage; the intention determining module is used for analyzing intention information related to the order consultation information; And the output module is used for outputting a solution corresponding to the execution strategy matched with the intention information in the execution strategy set.
  12. 12. An electronic device comprising a memory, a processor and a computer program stored on the memory, the processor implementing the method of any one of claims 1-10 when the computer program is executed.
  13. 13. A computer readable storage medium having stored thereon a computer program, wherein the program is executed by a processor to implement the method of any of claims 1-10.
  14. 14. A computer program product comprising instructions which, when run on a computer, cause the computer to perform the method of any of claims 1-10.

Description

Order after-sales processing method, device, electronic equipment, storage medium and program product Technical Field The embodiment of the application relates to the technical field of computers, in particular to an order after-sale processing method, an order after-sale processing device, electronic equipment, a storage medium and a program product. Background On-line customer service refers to a technology for providing relevant solutions or consultations for the questioning information of the user through an internet technology. The return stream refers to the stage of the user order being in the post-sale process of the return order. In the related art, for the return logistics related questioning information, the online customer service generally feeds back the result to the user according to a reply rule with higher matching degree in the preset reply rules. In return scenarios, there is often a return of detailed solutions to specific problems, such as determination of the return status of the mailing, determination of the cost of mailing, etc. The category of the question information corresponding to the preset reply rule is relatively wide, the feedback information is generated only according to the preset reply rule, the matching degree with the question information is not high, the method and the device are not applicable to the processing of specific situations of the return logistics scene, and therefore the user experience is poor. Disclosure of Invention In order to overcome the problems in the related art, embodiments of the present application provide an order post-sale processing method, an apparatus, an electronic device, a storage medium, and a program product. According to a first aspect of an embodiment of the present application, there is provided an order after-sales processing method, the method including: in response to acquiring order consultation information, calling a return logistics intelligent module to determine a current logistics stage of the order to be consulted under the condition that the order to be consulted corresponding to the order consultation information is an after-sales scene, wherein the logistics stage is one of at least two preset stages; determining an execution strategy set matched with a time sequence node corresponding to the current logistics stage based on a time sequence structure of each execution strategy in a pre-maintained execution strategy library, wherein any one execution strategy in the execution strategy set represents a solution to the order to be consulted in the current logistics stage; Analyzing intention information related to the order consultation information; And outputting a solution corresponding to the execution strategy matched with the intention information in the execution strategy set. According to a second aspect of an embodiment of the present application, there is provided an order after-sales processing apparatus, the apparatus including: The logistics stage determining module is used for responding to the acquired order consultation information, and calling the return logistics intelligent module to determine the current logistics stage of the order to be consulted under the condition that the order to be consulted corresponding to the order consultation information is in an after-sales scene, wherein the logistics stage is one of at least two preset stages; The system comprises a determining and executing strategy module, a determining and executing strategy set, a determining and executing strategy module and a determining and executing strategy module, wherein the determining and executing strategy module is used for determining an executing strategy set matched with a time sequence node corresponding to the current logistics stage based on a time sequence structure of each executing strategy in a pre-maintained executing strategy library, and any executing strategy in the executing strategy set represents a solution to the order to be consulted in the current logistics stage; the intention determining module is used for analyzing intention information related to the order consultation information; And the output module is used for outputting a solution corresponding to the execution strategy matched with the intention information in the execution strategy set. According to a third aspect of embodiments of the present application, there is provided an electronic device comprising a memory, a processor and a computer program stored on the memory, the computer program being executable by the processor to cause the electronic device to perform the method according to the first aspect. According to a fourth aspect of embodiments of the present application, there is provided a computer readable storage medium having stored thereon a computer program for execution by a processor to perform the method according to the first aspect. According to a fifth aspect of embodiments of the present application, there is provided a co