Research On The Intelligent Processing System Of Customer Complaints In Electronic Commerce Enterprise Based On Multi-agent

With the development and popularization of Internet technology,more and more people are engaged in the trend of the Internet,which has infiltrated every aspect of people's life.As an important form of e-commerce,online shopping has become an indispensable part of daily life.However,widespread adoption reflects not only convenience and efficiency,but also the negative impact of customer complaints that cannot be ignored.How to respond quickly and accurately to customers' complaints has become an urgent issue in e-commerce.Electronic commerce enterprise through the smart customer complaints handling system can provide customers with more timely and convenient service complaints,so that they can improve customer service satisfaction to the enterprise,improve enterprise image,and capture more market.Therefore,it is necessary for enterprises to have a good customer complaint intelligent processing system.Aiming at this problem,this paper analyzes and researches the customer complaint intelligent processing system based on multi-agent e-commerce enterprises,and tries to solve customers' complaints in a more efficient way.In the field of computer,the Agent theory and application research as a hot topic in the distributed artificial intelligence,more and more frequently appeared in people's field of vision,especially with the combination of various fields to deepen the Agent use value and research significance.As the hot topic of the 21st century,e-commerce is no exception.In recent years,the problem of customer complaints in e-commerce has intensified,and the intelligence of Agent technology can effectively alleviate the negative impact of customer complaints.First of all,on the basis of comprehensive study of Agent technology,in view of the electric business enterprise facing the grim problem of complaint of the customer complaint system demand analysis,based on the system and the framework of the overall design.On the basis of the framework,in view of the customer complaints of online behavior modeling research,including the system involved in the role of the model,use case model,such as the static structure,and the dialogue between system dynamic model,interaction,communication,etc.It is necessary and feasible to list the functional requirements of each Agent and the communication between them,and can clearly demonstrate the interaction and coordination between the processes and agents.Secondly,in view of the customer complaint system intelligent requirements,in the construction of the support platform to manage customer complaints,draw lessons from the principle of artificial intelligence expert system,based on the theory and Agent technology,the combination of the complaint from application to the whole process of filing for business process modeling,and the process order of online education resources as the logical basis for the construction of knowledge base of ontology,fast accurate records of complaint handling personnel determine customer complaint problem,identifying the cause of the problem,and gives the corresponding guidance and solutions.Then,in constructing the education resources after complaints of domain ontology knowledge base,will build ontology knowledge base in the field of the complaint is putted forward,and on the basis of the combination of case-based reasoning theory knowledge,including the key technology of case-based reasoning(case representation,retrieval and reuse,modification and preservation,etc.).As well as the important step of the case reasoning,it provides theoretical basis for the application of ontology and case reasoning technology in the field of complaint handling of e-commerce industry.Finally,on the basis of the ontology case library in the established complaint domain,this paper introduces the application process of case reasoning based on complaint handling domain ontology.According to the construction principle of the complaint processing and the specific content of the complaint handling cases and the detailed structure of the complaint handling cases,the specific contents of the complaint handling cases are clarified.By case-based reasoning applied analysis method is suitable for the key technology in the field of complaints,the auspicious fine elaborated the applicable way to case-based reasoning based on building domain ontology,and explore for retrieval cases of correction strategy,reuse conditions and save way,etc.The framework system of case retrieval process based on customer complaint processing in e-commerce industry is improved,so that customers' complaints can be solved in a more intelligent way.Also,on the JADE platform,complete the construction of the Agent classes contained in the complaint processing system,and realize the interactive communication between agents.