CN112819489A - Novel e-commerce after-sale service system - Google Patents
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Abstract
The invention discloses a novel electronic commerce after-sale service system, which is characterized in that an AI front-end background is connected with a basic AI knowledge base and a cloud information database, the basic AI knowledge base is interacted with the cloud information database, an artificial front-end background is interacted with a cloud management platform, a self-service feedback background is interacted with an uploading and downloading module, a data interaction module is interacted with the cloud management platform, a database resource controller is interacted with the data management module, and the data interaction module is interacted with a customer service after-sale module. The user receives the service through the AI front-end background and then performs self-service feedback background and artificial front-end background service processing, so that the pressure of an artificial after-sale and after-sale service system is relieved, the abnormal application order and knowledge database information evaluation index data are calculated when the data calculation module works, the influence of malicious orders on normal after-sale service work is avoided, and meanwhile, the service effect of the AI front-end background on the user in the after-sale service is also improved.
Description
Technical Field
The invention relates to the technical field of after-sale service systems, in particular to a novel electronic commerce after-sale service system.
Background
The after-sales service is various service activities provided after goods are sold. From the point of view of the marketing work, the after-sales service itself is also a means of promotion. In the tracking follow-up stage, the sales promoters need to adopt various matching steps, and the credit of enterprises is improved through after-sale service, the market share of products is enlarged, and the efficiency and the income of sales promotion work are improved. After-sales service is the most important link after sales. After-market services have become a major component of businesses to maintain or expand market share. The goodness of the after-market service can affect the satisfaction of the consumer. When purchasing, the customer is relieved of the forms of doubt and sway in terms of regulations such as warranty of the product and after-sales service, and the purchase of the product is decided. The high-quality after-sale service can be calculated as a product of brand economy, in the society with intense market competition, with the improvement of the right-maintaining consciousness of consumers and the change of consumption concept, the consumers do not pay attention to the product per se any more, and under the condition that the quality and the performance of similar products are similar, the companies with the high-quality after-sale service are more willing to be selected. In the operation process of an e-commerce, an after-sale service system is often used when providing after-sale service, the problem that a user applies for after-sale maliciously exists in the existing after-sale service system, the pressure of manual customer service is often high, manpower is wasted, and after-sale FAQ (Frequently Asked Questions, common problem solution) cannot be updated timely, so that the problem of the user is difficult to solve, the function waste is caused, and on the other hand, the working strength and the pressure of the after-sale customer service are also increased.
Disclosure of Invention
The invention aims to provide a novel e-commerce after-sale service system which has the advantages of relieving artificial pressure of AI reception, timely updating an AI knowledge base and timely filtering malicious after-sale applications so as to solve the problems in the background art.
In order to achieve the purpose, the invention provides the following technical scheme: a novel electronic commerce after-sale service system comprises a Local client and a Cloud, wherein the Local client comprises an AI (artificial intelligence) front-end background, an artificial front-end background, a self-service feedback background and a data interaction module;
the cloud management platform comprises an order management module, a commodity management module, a service evaluation module, a customer service after-sale module, a data management module, an abnormal application processing module, a data calculation module, a goods refund module and a refund settlement module, wherein the database resource controller is interacted with the data management module, and the data interaction module is interacted with the customer service after-sale module.
Furthermore, the AI front end background is deployed at the Local client, the AI front end background is a user and intelligent AI interactive program, when the user uses the AI front end background to perform after-sale service consultation on the specified order, the AI front end background interacts with the basic AI knowledge base and the cloud information database, and the AI front end background provides a response reply.
Further, the AI front end background is started in the after-sales service working process, after the AI front end background is successfully deployed, the AI front end background interacts with the basic AI knowledge base and the cloud information database, then information and answers matched with the consultation conditions of the user in the basic AI knowledge base and the cloud information database are sent to the AI front end background and sent to the Local client, if the matched information and answers meet the consultation requirements of the user and the after-sales service problems do not need to be fed back continuously, the service evaluation module can be skipped, if the matched information and answers cannot meet the consultation requirements of the user, the user still needs to feed back the after-sales service problems, and the self-service feedback background can be skipped.
Further, the self-service feedback background is deployed at a Local client, the self-service feedback background is a character, picture or video file uploading program, when a user uses the self-service feedback background to carry out character, picture or video file on a specified order, the self-service feedback background interacts with the uploading and downloading module, and the self-service feedback background can provide uploading service related to the cloud information database.
Furthermore, the Cloud information database is deployed in a Cloud, an after-sale auditor can inquire the text, picture or video file certificate uploaded by the user in the Cloud information database, the after-sale auditor audits the certificate, if the combination of the certificate uploaded by the user and the order meets the condition of the direct refund service, the auditor can jump to a refund settlement module, and if the combination of the certificate uploaded by the user and the order does not meet the condition of the direct refund service, the auditor can jump to a manual front-end background.
Furthermore, the self-service feedback background can directly jump to the manual front-end background when the user cannot or inconveniently submit the effective certificate.
Furthermore, the manual front-end background is deployed at a Local client, the manual front-end background is a user and customer service information interaction program, in the working process of the manual front-end background, the manual front-end background firstly starts the manual front-end back-end, the user uses the manual front-end back-end to interact with the customer service after-sale module through the data interaction module, and the after-sale staff uses the customer service after-sale module to interact with the commodity management module and the order management module through the cloud system retrieval engine.
Furthermore, in the working service process of the customer service after-sale module, a service staff judges whether the conditions for providing after-sale service are met according to the user provided voucher, the searched order and the commodity data information, if the conditions for providing the after-sale service are not met, the customer after-sale request can be refuted and the service is ended, if the conditions for providing the after-sale service are met, whether the after-sale return service is needed can be judged according to the user provided voucher, the searched order and the commodity data information, if the after-sale return service is not needed, the refund settlement module can be skipped and the service is ended, and if the after-sale return service is needed, the refund module can be skipped and the service is ended.
Furthermore, the data computing module is deployed on a cloud management platform, firstly sends a request in the running process of the data computing module, sends the request to targets such as a cloud information database and an order management module, requests the targets to perform joint computation, the targets with responses and the data computing module form a group organization, then performs joint computation, different targets perform different data computations, and abnormal application order data sets obtained through joint computation are merged and uploaded at intervals, namely, the data are uploaded to the abnormal application processing module.
Furthermore, in the operation process of the data calculation module, firstly, a request is sent out, the request is sent out to targets such as a cloud information database, a basic AI knowledge base and a service evaluation module, joint calculation is requested, the targets with responses and the data calculation module form a group organization, then, the joint calculation is carried out, different targets carry out different data calculations, the data of the information evaluation index of the knowledge database which is jointly calculated is gathered and uploaded at intervals, namely, the data is uploaded to the data management module, the data management module interacts with a database resource controller after obtaining the information evaluation index data of the knowledge database, and iterative updating is carried out on the information of the cloud information database and the basic AI knowledge base.
Compared with the prior art, the invention has the beneficial effects that:
this novel electronic commerce after-sale service system, wherein AI front end backstage and basic AI knowledge base and high in the clouds information database are connected, and basic AI knowledge base and high in the clouds information database are mutual, and artifical front end backstage is mutual with cloud management platform, and self-service feedback backstage with upload and download the module mutual, data interaction module and cloud management platform are mutual, and database resource controller and data management module are mutual, and data interaction module and customer service after-sale module are mutual. The user receives the service through the AI front-end background and then performs self-service feedback background and artificial front-end background service processing, so that the pressure of an artificial after-sale and after-sale service system is relieved, the requirements of artificial customer service and service cost are reduced, the operation experience of the user is improved, the abnormal application order and knowledge database information evaluation index data are calculated when the data calculation module works, the influence of malicious orders on normal after-sale service work is avoided, the service efficiency of normal after-sale application is improved, the service effect of the AI front-end background on the user in after-sale service is improved, the reply processing pressure of artificial customer service is relieved on the other hand, and the processing quality and efficiency of after-sale work are improved.
Drawings
FIG. 1 is an overall position block diagram of the present invention;
FIG. 2 is a block diagram of a cloud management platform of the present invention;
FIG. 3 is a partial link location topology of the present invention;
FIG. 4 is a schematic block diagram of an AI front end background of the present invention;
FIG. 5 is a block diagram of the self-help feedback background of the present invention;
FIG. 6 is a functional block diagram of an exception application processing module of the present invention;
FIG. 7 is a functional block diagram of a data management module of the present invention;
FIG. 8 is a block diagram of the artificial front end background concept of the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
The first embodiment is as follows:
please refer to fig. 1-3, a novel e-commerce after-sale service system comprises a Local client and a Cloud, wherein the Local client comprises an AI front end background, an artificial front end background, a self-service feedback background and a data interaction module, the Cloud comprises a Cloud management platform, a basic AI knowledge base, a Cloud information database, a Cloud system retrieval engine, a database resource controller and an uploading and downloading module, the AI front end background is connected with the basic AI knowledge base and the Cloud information database, the basic AI knowledge base interacts with the Cloud information database, the artificial front end background interacts with the Cloud management platform, the self-service feedback interacts with the uploading and downloading module, and the data interaction module interacts with the Cloud management platform. The cloud management platform comprises an order management module, a commodity management module, a service evaluation module, a customer service after-sale module, a data management module, an abnormal application processing module, a data calculation module, a goods refund module and a refund settlement module, wherein the database resource controller is interacted with the data management module, and the data interaction module is interacted with the customer service after-sale module.
Referring to fig. 4, an AI front end background is deployed at a Local client, the AI front end background is an interactive program between a user and an intelligent AI, and when the user uses the AI front end background to perform after-sale service consultation on a specific order, the AI front end background interacts with a basic AI knowledge base and a cloud information database, and the AI front end background provides a response reply. During the after-sale service work process of the AI front-end background, the AI front-end background is started first, after the AI front-end background is deployed successfully, the AI front-end background interacts with the basic AI knowledge base and the cloud information database, then information and answers matched with the conditions consulted by the user in the basic AI knowledge base and the cloud information database are sent to the AI front-end background, namely, the information and the answers are sent to a Local client, if the matched information and the answers meet the consultation requirements of the user and the after-sale service problem does not need to be fed back continuously, the service evaluation module can be jumped, if the matched information and the answers cannot meet the consultation requirements of the user, the user still needs to feed back the after-sale service problem and can jump to self-help feedback, the user directly contacts the customer service or feeds back the after-sale, the AI front-end background can combine the basic AI knowledge base and the cloud information database to carry out preliminary answers and services for the user, and can solve the after-sale confusion of part of, therefore, the pressure of manual after-sale and after-sale service systems is relieved, the requirements of manual customer service and service cost are reduced, and the after-sale solution rate is improved.
Referring to fig. 5, the self-service feedback background is deployed at the Local client, the self-service feedback background is a text, picture or video file uploading program, when a user uses the self-service feedback background to perform text, picture or video file on a specified order, the self-service feedback background interacts with the uploading and downloading module, and the self-service feedback background provides an uploading service related to the cloud information database. The Cloud information database is deployed in the Cloud, after-sale auditors can inquire the text, picture or video file certificates uploaded by the users in the Cloud information database, the after-sale auditors can audit the certificates, if the combination of the certificates uploaded by the users and the orders meets the conditions of direct refund service, the auditors can jump to the refund settlement module, and if the combination of the certificates uploaded by the users and the orders does not meet the conditions of the direct refund service, the auditors can jump to the manual front-end background. The self-service feedback backstage can directly jump to the manual front-end backstage when a user can not or inconveniently submit effective certificates, when the AI front-end backstage can not solve the after-sale problem of the user, the user can autonomously submit the problem and upload the certificates, and after the staff audit, whether the user is in online contact or not can be selected according to the conditions of different clients, so that the pressure of online customer service is relieved, the after-sale processing efficiency is improved, and the operation experience of the user is improved.
Referring to fig. 8, the manual front-end background is deployed at the Local client, the manual front-end background is a user-customer service information interaction program, during the working process of the manual front-end background, the manual front-end background starts the manual front-end back-end first, the user uses the manual front-end back-end to interact with the customer service after-sale module through the data interaction module, and the after-sale staff uses the customer service after-sale module to interact with the commodity management module and the order management module through the cloud system retrieval engine. In the working service process of the customer service after-sale module, a service staff judges whether the conditions for providing after-sale service are met according to the user provided voucher, the searched order and the commodity data information, if the conditions for providing after-sale service are not met, the service staff can refund the user after-sale request and finish the service, if the conditions for providing after-sale service are met, the service staff can judge whether the after-sale refund and change goods service is needed according to the user provided voucher, the searched order and the commodity data information, if the after-sale refund and change goods service is not needed, the refund settlement module can be skipped and the service is finished, if the after-sale refund and change goods service is needed, the refund and change goods module can be skipped and the service is finished, when the voucher is not provided conveniently or the condition of the order cannot meet the application submitted by the user, a manual customer can intervene.
Example two:
please refer to fig. 1-3, a novel e-commerce after-sale service system comprises a Local client and a Cloud, wherein the Local client comprises an AI front end background, an artificial front end background, a self-service feedback background and a data interaction module, the Cloud comprises a Cloud management platform, a basic AI knowledge base, a Cloud information database, a Cloud system retrieval engine, a database resource controller and an uploading and downloading module, the AI front end background is connected with the basic AI knowledge base and the Cloud information database, the basic AI knowledge base interacts with the Cloud information database, the artificial front end background interacts with the Cloud management platform, the self-service feedback interacts with the uploading and downloading module, and the data interaction module interacts with the Cloud management platform. The cloud management platform comprises an order management module, a commodity management module, a service evaluation module, a customer service after-sale module, a data management module, an abnormal application processing module, a data calculation module, a goods refund module and a refund settlement module, wherein the database resource controller is interacted with the data management module, and the data interaction module is interacted with the customer service after-sale module.
Referring to fig. 4, an AI front end background is deployed at a Local client, the AI front end background is an interactive program between a user and an intelligent AI, and when the user uses the AI front end background to perform after-sale service consultation on a specific order, the AI front end background interacts with a basic AI knowledge base and a cloud information database, and the AI front end background provides a response reply. During the after-sale service work process of the AI front-end background, the AI front-end background is started first, after the AI front-end background is deployed successfully, the AI front-end background interacts with the basic AI knowledge base and the cloud information database, then information and answers matched with the conditions consulted by the user in the basic AI knowledge base and the cloud information database are sent to the AI front-end background, namely, the information and the answers are sent to a Local client, if the matched information and the answers meet the consultation requirements of the user and the after-sale service problem does not need to be fed back continuously, the service evaluation module can be jumped, if the matched information and the answers cannot meet the consultation requirements of the user, the user still needs to feed back the after-sale service problem and can jump to self-help feedback, the user directly contacts the customer service or feeds back the after-sale, the AI front-end background can combine the basic AI knowledge base and the cloud information database to carry out preliminary answers and services for the user, and can solve the after-sale confusion of part of, therefore, the pressure of manual after-sale and after-sale service systems is relieved, the requirements of manual customer service and service cost are reduced, and the after-sale solution rate is improved.
Referring to fig. 5, the self-service feedback background is deployed at the Local client, the self-service feedback background is a text, picture or video file uploading program, when a user uses the self-service feedback background to perform text, picture or video file on a specified order, the self-service feedback background interacts with the uploading and downloading module, and the self-service feedback background provides an uploading service related to the cloud information database. The Cloud information database is deployed in the Cloud, after-sale auditors can inquire the text, picture or video file certificates uploaded by the users in the Cloud information database, the after-sale auditors can audit the certificates, if the combination of the certificates uploaded by the users and the orders meets the conditions of direct refund service, the auditors can jump to the refund settlement module, and if the combination of the certificates uploaded by the users and the orders does not meet the conditions of the direct refund service, the auditors can jump to the manual front-end background. The self-service feedback backstage can directly jump to the manual front-end backstage when a user can not or inconveniently submit effective certificates, when the AI front-end backstage can not solve the after-sale problem of the user, the user can autonomously submit the problem and upload the certificates, and after the staff audit, whether the user is in online contact or not can be selected according to the conditions of different clients, so that the pressure of online customer service is relieved, the after-sale processing efficiency is improved, and the operation experience of the user is improved.
Referring to fig. 8, the manual front-end background is deployed at the Local client, the manual front-end background is a user-customer service information interaction program, during the working process of the manual front-end background, the manual front-end background starts the manual front-end back-end first, the user uses the manual front-end back-end to interact with the customer service after-sale module through the data interaction module, and the after-sale staff uses the customer service after-sale module to interact with the commodity management module and the order management module through the cloud system retrieval engine. In the working service process of the customer service after-sale module, a service staff judges whether the conditions for providing after-sale service are met according to the user provided voucher, the searched order and the commodity data information, if the conditions for providing after-sale service are not met, the service staff can refund the user after-sale request and finish the service, if the conditions for providing after-sale service are met, the service staff can judge whether the after-sale refund and change goods service is needed according to the user provided voucher, the searched order and the commodity data information, if the after-sale refund and change goods service is not needed, the refund settlement module can be skipped and the service is finished, if the after-sale refund and change goods service is needed, the refund and change goods module can be skipped and the service is finished, when the voucher is not provided conveniently or the condition of the order cannot meet the application submitted by the user, a manual customer can intervene.
Referring to fig. 6, the data computation module is deployed on the cloud management platform, and during the operation process of the data computation module, the data computation module first sends a request to the targets such as the cloud information database and the order management module, and requests the targets to perform joint computation, and the targets with responses and the data computation module form a group organization, then, joint calculation is carried out, different targets carry out different data calculation, the abnormal application order data of the joint calculation are collected and uploaded at intervals, namely, the data is uploaded to the abnormal application processing module, the data calculation module can combine the targets such as the cloud information database, the order management module and the like to calculate and arrange the quantity and the situation of the after-sale orders submitted by the user, the abnormal application is provided, a specially-assigned person carries out follow-up, the influence of malicious orders on normal after-sale service work is avoided, and the service efficiency of the normal after-sale application is improved.
Referring to fig. 7, in the operation process of the data calculation module, a request is first sent to a cloud information database, a basic AI knowledge base, a service evaluation module and other targets to request joint calculation thereof, the targets with responses and the data calculation module form a group organization, then joint calculation is performed, different targets perform different data calculations, the jointly calculated knowledge database information evaluation index data are collected and uploaded at intervals, that is, the data are uploaded to the data management module, the data management module interacts with the database resource controller after obtaining the knowledge database information evaluation index data to iteratively update the cloud information database and the basic AI knowledge base information, and the data calculation module combines the cloud information database, the basic AI knowledge base, the service evaluation module and other targets to calculate and sort the knowledge items in the knowledge base and the database, and (4) rejecting low-quality questions and responses by combining the evaluation scores of the users under the item, and iteratively updating the answers to the popular questions, so that the service effect of the AI front-end background on the users in the after-sales service is improved, the response processing pressure of manual customer service is relieved on the other hand, and the processing quality and efficiency of the after-sales work are improved.
In conclusion, this novel electronic commerce after-sale service system, wherein the AI front end backstage and basic AI knowledge base and high in the clouds information database are connected, and basic AI knowledge base and high in the clouds information database are mutual, and artifical front end backstage is mutual with cloud management platform, and self-service feedback backstage is mutual with uploading and downloading module, and data interaction module is mutual with cloud management platform, and database resource controller and data management module are mutual, and data interaction module is mutual with customer service after-sale module. The user receives the service through the AI front-end background and then performs self-service feedback background and artificial front-end background service processing, so that the pressure of an artificial after-sale and after-sale service system is relieved, the requirements of artificial customer service and service cost are reduced, the operation experience of the user is improved, the abnormal application order and knowledge database information evaluation index data are calculated when the data calculation module works, the influence of malicious orders on normal after-sale service work is avoided, the service efficiency of normal after-sale application is improved, the service effect of the AI front-end background on the user in after-sale service is improved, the reply processing pressure of artificial customer service is relieved on the other hand, and the processing quality and efficiency of after-sale work are improved.
The above description is only for the preferred embodiment of the present invention, but the scope of the present invention is not limited thereto, and any person skilled in the art should be able to cover the technical solutions and the inventive concepts of the present invention within the technical scope of the present invention.
Claims (10)
1. The utility model provides a novel e-commerce after-sale service system, includes Local client and high in the clouds, its characterized in that: the Local client comprises an AI front end background, an artificial front end background, a self-service feedback background and a data interaction module, the Cloud comprises a Cloud management platform, a basic AI knowledge base, a Cloud information database, a Cloud system retrieval engine, a database resource controller and an uploading and downloading module, the AI front end background is connected with the basic AI knowledge base and the Cloud information database, the basic AI knowledge base is interacted with the Cloud information database, the artificial front end background is interacted with the Cloud management platform, the self-service feedback background is interacted with the uploading and downloading module, and the data interaction module is interacted with the Cloud management platform;
the cloud management platform comprises an order management module, a commodity management module, a service evaluation module, a customer service after-sale module, a data management module, an abnormal application processing module, a data calculation module, a goods refund module and a refund settlement module, wherein the database resource controller is interacted with the data management module, and the data interaction module is interacted with the customer service after-sale module.
2. The new electronic commerce after-sale service system as claimed in claim 1, wherein: the AI front end background is deployed at a Local client, the AI front end background is a user and intelligent AI interactive program, when the user uses the AI front end background to perform after-sale service consultation on a specified order, the AI front end background interacts with a basic AI knowledge base and a cloud information database, and the AI front end background can provide a response reply.
3. The new electronic commerce after-sale service system as claimed in claim 2, wherein: the method comprises the steps that an AI front-end background is started firstly in the working process of after-sales service, after the AI front-end background is deployed successfully, the AI front-end background interacts with a basic AI knowledge base and a cloud information database, then information and answers matched with the consultation conditions of a user in the basic AI knowledge base and the cloud information database are sent to the AI front-end background and sent to a Local client, if the matched information and answers meet the consultation requirements of the user and the after-sales service problems do not need to be fed back continuously, a service evaluation module can be skipped, if the matched information and answers cannot meet the consultation requirements of the user, the user still needs to feed back the after-sales service problems, and the self-service feedback background can be skipped.
4. The new electronic commerce after-sale service system as claimed in claim 3, wherein: the self-service feedback background is deployed at a Local client, the self-service feedback background is a character, picture or video file uploading program, when a user uses the self-service feedback background to carry out character, picture or video file on a specified order, the self-service feedback background interacts with the uploading and downloading module, and the self-service feedback background can provide uploading service related to the cloud information database.
5. The new electronic commerce after-sale service system as claimed in claim 4, wherein: the Cloud information database is deployed in a Cloud, after-sale auditors can inquire the text, picture or video file certificates uploaded by the users in the Cloud information database, the after-sale auditors audit the certificates, if the combination of the certificates uploaded by the users and the orders meets the conditions of direct refund service, the auditors can jump to a refund settlement module, and if the combination of the certificates uploaded by the users and the orders does not meet the conditions of the direct refund service, the auditors can jump to a manual front-end background.
6. The new electronic commerce after-sale service system as claimed in claim 5, wherein: the self-service feedback background can directly jump to the manual front-end background when the user can not or inconveniently submit the effective certificate.
7. The new electronic commerce after-sale service system as claimed in claim 6, wherein: the manual front-end background is deployed at a Local client, the manual front-end background is a user and customer service information interaction program, the manual front-end background firstly starts the manual front-end rear end in the working process, the user uses the manual front-end rear end to interact with the customer service after-sale module through the data interaction module, and after-sale workers use the customer service after-sale module to interact with the commodity management module and the order management module through the cloud system retrieval engine.
8. The new electronic commerce after-sale service system as claimed in claim 7, wherein: in the working service process of the customer service after-sale module, a service staff judges whether the conditions for providing after-sale service are met or not according to the user provided voucher, the searched order and the commodity data information, if the conditions for providing after-sale service are not met, the customer after-sale request can be refuted and the service is ended, if the conditions for providing after-sale service are met, the customer service after-sale module can judge whether after-sale refund and change goods service is needed or not according to the user provided voucher, the searched order and the commodity data information, if the after-sale refund and change goods service is not needed, the refund settlement module can be skipped and the service is ended, and if the after-sale refund and change goods service is needed, the refund and change goods module can be.
9. The new electronic commerce after-sale service system as recited in claim 8, wherein: the data computing module is deployed on a cloud management platform, firstly sends a request in the running process of the data computing module, sends the request to targets such as a cloud information database and an order management module, requests for joint computing of the targets, the targets with responses and the data computing module form a group organization, then carries out joint computing, different targets carry out different data computing, and abnormal application order data sets obtained through joint computing are merged and uploaded at intervals, namely the data are uploaded to an abnormal application processing module.
10. The new electronic commerce after-sale service system as claimed in claim 9, wherein: the data calculation module firstly sends a request in the operation process, sends the request to targets such as a cloud information database, a basic AI knowledge base and a service evaluation module, requests joint calculation of the targets, the targets with responses and the data calculation module form a group organization, then carries out joint calculation, carries out different data calculations on different targets, collects and uploads the joint calculated knowledge database information evaluation index data at intervals, namely, uploads the data to the data management module, the data management module interacts with the database resource controller after obtaining the knowledge database information evaluation index data, and iteratively updates the cloud information database and the basic AI knowledge base information.
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