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Complaint handling method and system

A solution and a text-based technology, applied in the field of complaint handling, can solve problems such as low efficiency in handling complaints, and achieve the effects of facilitating follow-up processing, fast locating complaints, and fast problem correction

Active Publication Date: 2015-01-14
中国移动通信集团甘肃有限公司
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AI Technical Summary

Problems solved by technology

[0009] In order to solve the technical problem of low efficiency in handling complaints in the prior art, the present invention proposes a method and system for handling complaints, which can systematize, automate, and intelligentize the customer service complaint workflow, greatly saving labor costs

Method used

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  • Complaint handling method and system

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Embodiment Construction

[0024] Specific embodiments of the present invention will be described in detail below in conjunction with the accompanying drawings.

[0025] The technical solution of the present invention is mainly divided into three parts, the first part is to process the complaint content text in space vectorization, the second part is to automatically locate and process the complaint problem, and the third part is to output the results and automatically match them.

[0026] Text representation mainly adopts vector space model (VSM). The basic idea of ​​the vector space model is to represent the text as a vector: (W1, W2, W3,..., Wn), where Wi is the weight of the i-th feature item. Vocabulary is used as the dimension of the vector to represent the text. The initial vector representation is completely in the form of 0, 1, that is: if the word appears in the text, then the dimension of the text vector is 1, otherwise it is 0.

[0027] figure 1 It is a flow chart of vectorizing the compl...

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Abstract

The invention discloses a complaint handling method and system. The method includes the step of inputting complaint text, the step of analyzing the correlation of the complaint text and complaint solution data to determine sample data, the step of training identification with the complaint text, of a neural network, and the step of identifying system results and actual results, carrying out error analysis and modifying corresponding weights. According to the technical scheme, because text space vector representation is adopted, the complaint text can be accurately classified, the problem of text language expression is solved, staff can classify and analyze complaints more conveniently, and follow-up processing of the system can be performed more conveniently. A training sample is not large, and the BP neural network having autonomous learning capacity has the advantages of being high in complaint positioning speed, quick in problem correction and fully automatic compared with a traditional manual processing mode.

Description

technical field [0001] The invention relates to the technical field of service support in the telecommunications industry, in particular to a method and system for handling complaints. Background technique [0002] With the rapid development of mobile communication services and the rapid launch of a large number of new services, the number of user complaints has also increased. This has become a major obstacle to improving user satisfaction. [0003] At present, the key steps to solve user complaints are the identification and positioning of complaints and the accurate reply to specific questions. The current complaint handling process is: [0004] 1. When the user is making a complaint request, the operator will enter the user's request according to the template of "service request acceptance" in the customer service system. The templates are divided into: communication fee, network quality, roaming service, etc. [0005] 2. The front-line complaint handling personnel h...

Claims

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Application Information

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IPC IPC(8): G06F17/30
CPCG06F16/355
Inventor 武强
Owner 中国移动通信集团甘肃有限公司
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