CN114331368A - Mail processing method and related equipment thereof - Google Patents
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Abstract
The embodiment of the application provides a mail processing method, which comprises the following steps: acquiring a mail to be processed, wherein the mail to be processed is acquired from a target mail address; performing label matching on the mail to be processed based on a preset label library to obtain a target mail which is successfully matched; and processing the target mail based on the first processing flow. Based on the method, the method matches the mails to be processed by using the preset tag library so as to obtain the target mails meeting certain conditions, and processes the target mails by adopting the matched first processing flow, so that the mail processing process has pertinence, and the mail processing efficiency is improved. The application also provides mail processing equipment which has the same beneficial effects as the mail processing method.
Description
Technical Field
The present application belongs to the field of communications technologies, and in particular, to a mail processing method and a related device.
Background
With the development of science and technology, the communication mode of people is greatly changed. At present, electronic mail communication is a common communication mode in work and life of people. Electronic mail is a communication method for providing information exchange by electronic means, and is the most widely used service of the internet. Through the network's email system, users can contact network users in any corner of the world in a very inexpensive, very quick manner.
For an Enterprise, there are many business parties associated with the Enterprise, so there are many emails from and to, and an Enterprise Resource Planning (ERP) system is an Enterprise information management system mainly oriented to the manufacturing industry for integrated management of material resources, capital resources and information resources. In order to facilitate information management, when a user uses the ERP system, some ERP systems send ERP mails to set mailboxes at process nodes of some systems according to settings so as to inform relevant persons of the current business or the processing progress of the process in the process. The mail processing mode is generally that a customer sends the mail to a company summary mailbox, and then each mail is distributed to a customer service colleague through an ERP system for mail tracking processing, and the processing process of the mail has certain lag for certain important mails, which easily causes certain problems.
Disclosure of Invention
The invention aims to provide a mail processing method, which aims to solve the problem that the existing mail processing is not detailed enough, and the mail processing method provided by the application comprises the following steps:
a first aspect of an embodiment of the present application provides a method for processing an email, including:
acquiring a mail to be processed, wherein the mail to be processed is acquired from a target mail address;
performing label matching on the mail to be processed based on a preset label library to obtain a target mail which is successfully matched;
and processing the target mail based on the first processing flow.
Based on the email processing method provided in the first aspect of the embodiment of the present application, optionally, the performing tag matching on the email to be processed based on the preset tag library to obtain a successfully matched target email includes:
judging whether the mail to be processed has the content consistent with the label in the preset label library or not;
and if the mail to be processed has the content consistent with the label in the preset label library, determining that the matching between the mail to be processed and the label in the preset label library is successful, and obtaining the successfully matched target mail.
Based on the email processing method provided in the first aspect of the embodiment of the present application, optionally, the first processing flow includes:
generating a first work order based on the target mail, wherein the first work order comprises relevant information of the target mail;
acquiring a processing result of the first work order;
storing the first work order and the processing result of the first work order;
and feeding back the processing result of the first work order to the sender of the target mail.
Based on the email processing method provided in the first aspect of the embodiment of the present application, optionally, the method further includes:
and processing standard mails based on a second processing flow, wherein the standard mails are other mails except the target mail in the mails to be processed, and the second processing flow is performed after the first processing flow is executed.
Based on the mail processing method provided in the first aspect of the embodiment of the present application, optionally, the preset tag library includes a good-evaluation tag library or a bad-evaluation tag library, the good-evaluation tag library includes a plurality of good-evaluation tags, and the bad-evaluation tag library includes a plurality of bad-evaluation tags.
Based on the mail processing method provided by the first aspect of the embodiment of the present application, optionally, the target mail that is successfully matched is obtained by performing label matching with the mail to be processed based on a preset label library;
processing the target mail based on a first processing flow, comprising:
searching the plurality of favorable labels in the content of the mail to be processed;
if any favorable comment label exists in the content of the mail to be processed, determining that the mail to be processed is a favorable comment mail, and adding a favorable comment record to the favorable comment mail;
searching the plurality of bad comment tags in the content of the mail to be processed;
and if any bad comment label exists in the content of the mail to be processed, determining that the mail to be processed is a bad comment mail, and adding a bad comment record to the bad comment mail.
Based on the mail processing method provided in the first aspect of the embodiment of the present application, optionally, the method is applied to an enterprise resource planning system.
A second aspect of the embodiments of the present application provides a mail processing apparatus, including:
the system comprises an acquisition unit, a processing unit and a processing unit, wherein the acquisition unit is used for acquiring a mail to be processed, and the mail to be processed is acquired from a target mail address;
the matching unit is used for performing label matching on the mail to be processed based on a preset label library to obtain a target mail which is successfully matched;
a processing unit for processing the target mail based on a first processing flow.
A fourth aspect of embodiments of the present application provides a computer-readable storage medium, including instructions, which, when executed on a computer, cause the computer to perform the method according to any one of the first aspects of embodiments of the present application.
A fifth aspect of embodiments of the present application provides a computer program product containing instructions, which when executed on a computer, cause the computer to perform the method according to any one of the first aspect of embodiments of the present application.
According to the technical scheme, the embodiment of the application has the following advantages: the application provides a mail processing method, which comprises the following steps: acquiring a mail to be processed, wherein the mail to be processed is acquired from a target mail address; performing label matching on the mail to be processed based on a preset label library to obtain a target mail which is successfully matched; and processing the target mail based on the first processing flow. Based on the method, the method matches the mails to be processed by using the preset tag library so as to obtain the target mails meeting certain conditions, and processes the target mails by adopting the matched first processing flow, so that the processing process of the mails is more targeted.
Drawings
In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly introduced below, it is obvious that the drawings in the following description are only embodiments of the present application, and for those skilled in the art, other drawings can be obtained according to the provided drawings without creative efforts. It is to be understood that the drawings provided in this section are only for the purpose of better understanding the present solution and are not to be construed as limiting the present application.
FIG. 1 is a schematic flow chart diagram illustrating an embodiment of a mail processing method provided in the present application;
FIG. 2 is another schematic flow chart diagram illustrating an exemplary method of mail processing provided herein;
FIG. 3 is another schematic flow chart diagram illustrating an exemplary method of mail processing provided herein;
FIG. 4 is a schematic structural diagram of an embodiment of a mail processing apparatus provided in the present application;
fig. 5 is another schematic structural diagram of an embodiment of a mail processing apparatus provided in the present application.
Detailed Description
The embodiment of the application provides a mail processing method, the method matches the mails to be processed by using the preset tag library so as to obtain the target mails meeting certain conditions, and the target mails are processed by adopting the matched first processing flow, so that the mail processing process has pertinence, and the mail processing efficiency is improved.
In order to make the technical solutions in the embodiments of the present application better understood, the technical solutions in the embodiments of the present application are clearly and completely described below, and it is obvious that the described embodiments are only some embodiments of the present application, not all 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 application. Meanwhile, descriptions of well-known functions and constructions are omitted in the following description for clarity and conciseness of description.
The terms "first," "second," "third," "fourth," and the like in the description and in the claims of the present application and in the drawings described above, if any, are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It will be appreciated that the data so used may be interchanged under appropriate circumstances such that the embodiments described herein may be practiced otherwise than as specifically illustrated or described herein. Furthermore, the terms "comprises," "comprising," and "having," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed, but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.
With the development of science and technology, the communication mode of people is greatly changed. At present, electronic mail communication is a common communication mode in work and life of people. Electronic mail is a communication method for providing information exchange by electronic means, and is the most widely used service of the internet. Through the network's email system, users can contact network users in any corner of the world in a very inexpensive, very quick manner. For enterprises, business parties who are in contact with the enterprises are more, so that the number of mails coming and going is also more, the mail is generally processed in a way that a client sends the mail to a company summary mailbox, and then each mail is distributed to a customer service colleague for mail tracking processing, and the processing process of the mail has certain delay for certain important mails, which easily causes certain problems.
To solve the above problem, an embodiment of the present application provides a mail processing method, and specifically, referring to fig. 1, an embodiment of the mail processing method provided by the present application includes: step 101-step 103.
101. And acquiring the mail to be processed.
Specifically, a mail to be processed is obtained, and the mail to be processed is obtained from the target mail address. The mail to be processed is a mail that needs to be processed, the mail to be processed is a mail sent by a client to an enterprise, and the target mail address may generally be a specific mail address, where the target mail address may be a certain mail address or a plurality of mail addresses, and may be determined according to actual situations, which is not limited herein. In the actual implementation process, the steps can be completed through an Enterprise Resource Planning (ERP) system, that is, the ERP system automatically pulls the mail from a specific mailbox address to the ERP mail server at regular time so as to support the implementation of the subsequent steps. The specific situation may be determined according to actual circumstances, and is not limited herein.
102. And performing label matching on the mail to be processed based on the preset label library to obtain a target mail which is successfully matched.
Specifically, label matching is carried out on the mail to be processed based on a preset label library, and a target mail which is successfully matched is obtained. The preset label library is preset for workers, and comprises a plurality of labels inside, and the labels are used for reflecting the conditions of the mails to a certain extent, for example, in the scene of processing the emergency mails as soon as possible by using the method. The content of the tag may be a tag that can reflect the degree of urgency, such as in the form of @ general responsible person @ specific administrator, at this time, all data in the mail to be processed is matched with the preset tag library, and if the matching is successful, that is, the mail to be processed has the same content as the tag in the preset tag library, the successfully matched mail is determined to be the target mail, so as to perform further processing. It is understood that the data used in the matching process may include not only the content of the mail, but also information such as the sender and the recipient, which is determined according to the actual situation and is not limited herein. In addition, the labels in the preset label library can be set to be different based on different purposes. If the method is applied to the customer service evaluation process, the labels can be set as characters such as "good comment" and "excellent", and then the target mail for showing good comment can be obtained through screening in the step, which is specifically determined according to the actual situation and is not limited herein.
103. And processing the target mail based on the first processing flow.
Specifically, the target email is processed based on a first processing flow, where the first processing flow is determined according to the tags in the preset tag library, and is not limited herein, and if the tags in the preset tag library are all tags that reflect emergency processing, the first processing flow may be an emergency processing flow, that is, the first processing flow triggered at this time is to perform priority processing on the target email, and other emails that are not successfully matched are processed after the target email is processed. Or for the case of being applied to the customer service evaluation process, the good and bad evaluation information of the customer service system can be correspondingly recorded according to the matched label content, and the details are not limited herein.
According to the technical scheme, the embodiment of the application has the following advantages: the application provides a mail processing method, which comprises the following steps: acquiring a mail to be processed; matching with the mail to be processed based on a preset tag library to obtain a target mail which is successfully matched; and processing the target mail based on the first processing flow. Based on the method, the method matches the mails to be processed by using the preset tag library so as to obtain the target mails meeting certain conditions, and processes the target mails by adopting the matched first processing flow, so that the processing process of the mails is more targeted.
To facilitate the use of the method in the actual mail processing, the present application also provides a more detailed embodiment that can be implemented alternatively, and referring to fig. 2, an embodiment of the mail processing method provided by the present application includes: step 201-step 207.
201. And acquiring the mail to be processed.
Specifically, the mail to be processed is obtained, the method may be completed based on an ERP system, the ERP system collects the mail to be processed, where the mail to be processed may be from one or more mailbox addresses, and the ERP system collects the mail to be processed and stores the mail to be processed in an ERP mail server for execution of subsequent steps. The judgment rule of the mail to be processed may be determined according to an actual situation, for example, determining all the mails in an unread state as the mail to be processed, or determining the mail received in a specific time period as the mail to be processed.
202. And matching the mail to be processed based on the preset label library to obtain a target mail successfully matched.
Specifically, matching with the mail to be processed based on the preset tag library includes: judging whether the mail to be processed has the content consistent with the label in the preset label library or not, if so, determining that the matching of the mail to be processed and the label in the preset label library is successful, and if not, determining that the matching of the mail to be processed and the label in the preset label library is failed. The preset tag library is preset and is used for representing the importance and the urgency of the mail, for example, a name tag of some important customers or a name tag of a person in charge of a business department can be stored in the preset tag library, when the mail is successfully matched with the tag in the tag library, the processing priority of the mail is higher, the mail is determined to be a target mail, step 204 is executed, a first-level response tag is added to the target mail, and for the mail which is not successfully matched, the priority processing requirement is not met, and the mail can be disposed according to a general flow, namely, step 203 is executed, and the standard mail is processed based on a second processing flow.
203. The standard mail is processed based on the second processing flow.
Specifically, based on the second processing flow, the standard mails are processed, and other mails which are not successfully matched in the mails to be processed can be processed according to the second processing flow, wherein the second processing flow can be a general processing flow, that is, corresponding customer service personnel are allocated, and the customer service personnel contact corresponding responsible personnel to complete the processing. It should be noted that, in the processing of the standard e-mail by the customer service staff, there may be a case where the actual processing priority of some e-mail is higher, but based on the condition that the preset tag library does not identify successfully, the customer service staff may add a primary response tag to such e-mail and process the e-mail as shown in steps 204 to 206.
204. A first work order is generated based on the target mail.
And generating a first work order based on the target mail for the target mail with the matching success between the preset label library and the mail to be processed. The system extracts relevant information of a target mail with a primary response label and generates a first work order according to the information, wherein the main categories of the relevant information comprise: the mail title, product related information, first-level response tags, names and ID information of all levels of responsible persons and the like, and the first work order is used for recording the processing condition of the target mail. It is to be understood that, in order to facilitate the processing procedure of tracking the target email, a primary response tag may be further added to the target email, where the primary response tag is used to indicate that the target email needs to be processed preferentially, and the form of the primary response tag may be determined according to actual situations, and is not limited herein.
205. And acquiring a processing result of the first work order.
Specifically, a processing result of the first work order is obtained. After the first work order is generated, the responsible customer service staff and the service staff are in butt joint, communicate with the related problems of mail reaction, obtain a processing conclusion and record a corresponding processing result in the first work order.
206. And storing the first work order and the processing result of the first work order.
Specifically, the first work order and the processing result of the first work order are stored, and the first work order can be stored in the primary response form after the first work order is generated, so that data tracking and query are facilitated. After the first work order is generated, the responsible customer service staff is in butt joint with the service staff, the processing result is obtained in time, and after the processing result is obtained, the response state recorded in the first work order can be modified into a fed-back state, so that the processing flow is enabled to be clear, and the response state is uploaded to the server.
207. And feeding back the processing result of the first work order to the sender of the target mail.
Specifically, the customer service staff feeds back the processing result of the first work order to the sender of the target mail. Thereby completing the whole processing flow.
According to the technical scheme, the embodiment of the application has the following advantages: the application provides a mail processing method, which comprises the following steps: acquiring a mail to be processed, wherein the mail to be processed is acquired from a target mail address; performing label matching on the mail to be processed based on a preset label library to obtain a target mail which is successfully matched; and processing the target mail based on the first processing flow. Based on the method, the method matches the mails to be processed by using the preset tag library so as to obtain the target mails meeting certain conditions, and processes the target mails by adopting the matched first processing flow, so that the processing process of the mails is more targeted.
The above description describes an embodiment of the method applied to preferentially process mails, and the following description describes an embodiment of the method applied to a good comment record or a bad comment record, referring to fig. 3, an implementation flow of the method applied to a good comment record or a bad comment record includes: step 301 to step 305.
301. And acquiring the mail to be processed.
Specifically, the implementation of this step is similar to step 101 in the embodiment corresponding to fig. 1, and is not repeated here.
302. And searching a plurality of favorable labels in the content of the mail to be processed.
Specifically, a plurality of favorable labels are searched in the content of the mail to be processed. The good comment label library comprises good comment labels, and the good comment labels specifically comprise the following components: if any one favorable label exists in the content of the mail to be processed, the mail is determined to be a favorable mail, step 303 is executed, the mail to be processed is determined to be a favorable mail, and a favorable record is added to the favorable mail. It is understood that the labels in the good comment label library may be determined according to actual situations, and are not limited herein.
303. And determining that the mail to be processed is the favorable mail, and adding favorable records to the favorable mail.
Specifically, if any one favorable comment label exists in the content of the mail to be processed, the mail to be processed is determined to be a favorable comment mail, and a favorable comment record is added to the favorable comment mail. And adding a favorable comment record based on the favorable comment mail. Every time there is a good comment mail, a good comment record can be added correspondingly, and then the number of good comment records is obtained.
304. And searching a plurality of bad comment tags in the content of the mail to be processed.
Specifically, the plurality of bad comment tags are searched in the content of the mail to be processed. The poor comment tag library comprises a plurality of poor comment tags, specifically comprising: the labels of words such as "dissatisfaction", "disappointment", etc. can be used to indicate that the mail is bad comment mail, if any bad comment label exists in the contents of the mail to be processed, the mail is determined as bad comment mail, step 305 is executed, the mail to be processed is determined as bad comment mail, and a bad comment record is added to the bad comment mail. It is understood that the labels in the bad comment label library may be determined according to actual situations, and are not limited herein. It is understood that there is no logical relationship in time sequence between the step 303 and the step, and the execution order of the two steps can be determined according to the actual situation, which is not limited herein.
It should be noted that there may be neither bad comment tag nor good comment tag in the content of the mail to be processed, which means that the mail to be processed is not a mail for evaluating the customer service department, and may be processed in other conventional manners, which is not limited herein.
305. And determining that the mail to be processed is bad comment mail, and adding a bad comment record to the bad comment mail.
Specifically, if any poor evaluation tag exists in the content of the mail to be processed, the mail to be processed is determined to be a poor evaluation mail, and a poor evaluation record is added to the poor evaluation mail. Bad comment records are added based on bad comment mails. And correspondingly adding the bad comment records once every bad comment mail exists, and further obtaining the number of the bad comment records.
The good and bad evaluation records of the customer service department obtained based on the matching results of the good evaluation tag library and the bad evaluation tag library can reflect the service quality of the ERP customer service department more objectively. The data support is provided for performance appraisal of the ERP customer service system in the mode.
In order to support the implementation of the above embodiments, the present application further provides a mail processing apparatus, please refer to fig. 4, where an embodiment of the present application includes:
an obtaining unit 401, where the obtaining unit 401 is configured to obtain a to-be-processed email, where the to-be-processed email is obtained from a target email address;
the matching unit 402 is used for performing label matching on the mail to be processed based on the preset label library to obtain a target mail which is successfully matched;
a processing unit 403, the processing unit 403 being configured to process the target mail based on the first process flow.
In this embodiment, the flow executed by each unit in the mail processing device is similar to the method flow described in the embodiment corresponding to fig. 1 or fig. 2, and is not described again here.
Fig. 5 is a schematic structural diagram of a mail processing apparatus according to an embodiment of the present application, where the mail processing apparatus 500 may include one or more Central Processing Units (CPUs) 501 and a memory 505, and one or more applications or data are stored in the memory 505.
In this embodiment, the specific functional module division in the central processing unit 501 may be similar to the functional module division manner of each unit described in fig. 4, and is not described herein again.
The mail processing apparatus 500 may also include one or more power supplies 502, one or more wired or wireless network interfaces 503, one or more input-output interfaces 504, and/or one or more operating systems, such as Windows Server, Mac OS XTM, UnixTM, LinuxTM, FreeBSDTM, etc.
The central processing unit 501 may perform the operations performed by the mail processing method in the embodiment shown in fig. 1, and details are not described herein.
The embodiment of the application also provides a computer storage medium, which is used for storing computer software instructions used for the mail processing method and comprises a program designed for executing the mail processing method.
The mail processing method may be as described in the foregoing fig. 1.
The embodiment of the present application further provides a computer program product, where the computer program product includes computer software instructions, and the computer software instructions may be loaded by a processor to implement the flow of the mail processing method in any one of fig. 1 and fig. 2.
In the several embodiments provided in the present application, it should be understood that the disclosed system, apparatus and method may be implemented in other manners. For example, the above-described embodiments of the apparatus are merely illustrative, and for example, equivalent circuit transformations, partitions of units, and logic functions may be merely one type of partitioning, and in actual implementation, there may be other partitioning manners, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form.
The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, functional units in the embodiments of the present application may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit.
The above description is only for the purpose of illustrating the preferred embodiments of the present invention and is not to be construed as limiting the invention, and any modifications, equivalents or improvements made within the spirit and principle of the present invention should be included in the scope of the present invention.
Claims (10)
1. A method for processing mail, comprising:
acquiring a mail to be processed, wherein the mail to be processed is acquired from a target mail address;
performing label matching on the mail to be processed based on a preset label library to obtain a target mail which is successfully matched;
and processing the target mail based on the first processing flow.
2. The mail processing method according to claim 1, wherein the performing label matching with the mail to be processed based on a preset label library to obtain a successfully matched target mail comprises:
judging whether the mail to be processed has the content consistent with the label in the preset label library or not;
and if the mail to be processed has the content consistent with the label in the preset label library, determining that the matching between the mail to be processed and the label in the preset label library is successful, and obtaining the successfully matched target mail.
3. The mail processing method according to claim 1, wherein the first processing flow includes:
generating a first work order based on the target mail, wherein the first work order comprises relevant information of the target mail;
acquiring a processing result of the first work order;
storing the first work order and the processing result of the first work order;
and feeding back the processing result of the first work order to the sender of the target mail.
4. The mail processing method according to claim 1, characterized by further comprising:
and processing standard mails based on a second processing flow, wherein the standard mails are other mails except the target mail in the mails to be processed, and the second processing flow is performed after the first processing flow is executed.
5. The mail processing method according to claim 1, wherein the preset tag library includes a good evaluation tag library or a bad evaluation tag library, the good evaluation tag library includes a plurality of good evaluation tags, and the bad evaluation tag library includes a plurality of bad evaluation tags.
6. The mail processing method according to claim 5, wherein the matching of the labels with the mail to be processed based on a preset label library is performed to obtain a successfully matched target mail;
processing the target mail based on a first processing flow, comprising:
searching the plurality of favorable labels in the content of the mail to be processed;
if any favorable comment label exists in the content of the mail to be processed, determining that the mail to be processed is a favorable comment mail, and adding a favorable comment record to the favorable comment mail;
searching the plurality of bad comment tags in the content of the mail to be processed;
and if any bad comment label exists in the content of the mail to be processed, determining that the mail to be processed is a bad comment mail, and adding a bad comment record to the bad comment mail.
7. The mail processing method of claim 1, wherein the method is applied to an enterprise resource planning system.
8. A mail processing apparatus characterized by comprising:
the system comprises an acquisition unit, a processing unit and a processing unit, wherein the acquisition unit is used for acquiring a mail to be processed, and the mail to be processed is acquired from a target mail address;
the matching unit is used for performing label matching on the mail to be processed based on a preset label library to obtain a target mail which is successfully matched;
a processing unit for processing the target mail based on a first processing flow.
9. A computer-readable storage medium comprising instructions which, when executed on a computer, cause the computer to perform the method of any one of claims 1 to 6.
10. A computer program product comprising instructions which, when run on a computer, cause the computer to perform the method of any one of claims 1 to 6.
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Citations (19)
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