Deepened complaint penetrating analysis method based on big data technology
A technology of big data technology and analysis method, which is applied in the field of deep complaint penetration analysis based on big data technology, can solve problems such as lack of solutions and reduce the volume of complaint business, so as to improve reliability and accuracy, and improve work efficiency , the effect of reducing workload
Inactive Publication Date: 2018-02-23
ELECTRIC POWER RESEARCH INSTITUTE OF STATE GRID SHANDONG ELECTRIC POWER COMPANY +1
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Problems solved by technology
Therefore, there is still a lack of an effective solution to the problem of how to obtain customer demands through refined analysis of 95598 complaint business, find out the cause of complaints, improve service levels, and reduce the volume of complaint business
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[0046] It should be pointed out that the following detailed description is exemplary and intended to provide further explanation to the present application. Unless defined otherwise, all technical and scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this application belongs.
[0047] It should be noted that the terminology used here is only for describing specific implementations, and is not intended to limit the exemplary implementations according to the present application. As used herein, unless the context clearly dictates otherwise, the singular is intended to include the plural, and it should also be understood that when the terms "comprising" and / or "comprising" are used in this specification, they mean There are features, steps, operations, means, components and / or combinations thereof.
[0048]As introduced in the background technology, there are deficiencies in the existing technology that cannot ...
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The invention discloses a deepened complaint penetrating analysis method based on a big data technology. The deepened complaint penetrating analysis method comprises the steps of: firstly, extractingcomplaint work order text, and preprocessing the complaint work order text; cleaning the extracted complaint work order text, and eliminating abnormal complaint work order text; converting corresponding fields in complaint work order text information according to a specific field conversion rule; establishing a semantic vectorized space model to obtain complaint work order text vectors; utilizingincluded angle cosine of two complaint work order text vectors to judge similarity between the text; extracting similar complaint work order text by adopting a k-means algorithm, and automatically classifying the complaint work order text; and subjecting the classified complaint work order text information to analysis, early-warning and visualized presentation. The deepened complaint penetrating analysis method based on the big data technology automatically performs text mining, plays the role of screening, classifying and preliminarily attributing work orders, classifies and attributes a large number of work orders in the form of labels, greatly reduces the workload, improves the working efficiency, and improves the service quality .
Description
technical field [0001] The invention relates to the field of refined complaint management, in particular to a method for deepening complaint penetration analysis based on big data technology. Background technique [0002] After 95598’s full business collection, the public service center with the largest scale in the world, the largest serving population, and the most complete service functions will be basically built. In order to improve the quality of power supply services and enhance the brand value of State Grid, the customer-oriented service mechanism is the center With continuous advancement, the emphasis on the acceptance of 95598 complaint work orders has been continuously increased, and the quality control of complaint business has been continuously strengthened. [0003] Deepen the implementation of the application module through 95598, and according to the work order processing and quick response requirements after the full business concentration of State Grid 9559...
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Login to View More IPC IPC(8): G06K9/62G06N3/08
CPCG06N3/08G06F18/23213
Inventor 李静孟巍王婧吴雪霞徐美玲邢宏伟王刚林晓兰
Owner ELECTRIC POWER RESEARCH INSTITUTE OF STATE GRID SHANDONG ELECTRIC POWER COMPANY