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Text classification technology and decision-making tree based complaint tendency judgment method

A text classification and decision tree technology, which is applied in text database clustering/classification, unstructured text data retrieval, structured data retrieval, etc., can solve problems such as insufficient utilization of customer appeal information and difficulty in predicting future customer complaints. Achieve a good social image and reduce the risk of complaints

Active Publication Date: 2018-05-04
GUANGDONG POWER GRID CO LTD INFORMATION CENT
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AI Technical Summary

Problems solved by technology

At present, the use of customer appeal information extracted from structured data is far from enough. At the same time, the unstructured text data of the call content in the work order has not been systematically analyzed, and it is difficult to predict the future of the customer based on the historical call information of the customer. Complaints to achieve pre-forecast

Method used

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  • Text classification technology and decision-making tree based complaint tendency judgment method
  • Text classification technology and decision-making tree based complaint tendency judgment method
  • Text classification technology and decision-making tree based complaint tendency judgment method

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Embodiment Construction

[0059] The present invention will be further described in detail below in conjunction with the embodiments and the accompanying drawings, but the embodiments of the present invention are not limited thereto.

[0060]Such as Figure 1~3 As shown, a method for judging complaint tendency based on text classification technology and decision tree includes the following steps:

[0061] Step 1, obtain user information from the database management system, including user profile information and customer service work order information, and build a user history call situation table accordingly;

[0062] The step of obtaining user data in the step 1 further includes:

[0063] Step 1.1, determine the time window for obtaining user information; the time window is nearly 12 months, that is, from September 2016 to September 2017, and the data in September 2017 is the known category identification data, and the target variable of the training data set is constructed , the data from September...

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Abstract

The invention discloses a text classification technology and decision-making tree based complaint tendency judgment method. The method includes: acquiring user information from a database management system and establishing a user history call information table accordingly, wherein the user information includes user profile information and customer service order information; determining a time window for acquiring the user information; determining a prejudgment period and a feature data set used for prejudgment; determining a group range for prejudgment. With the method, complaint tendency degrees of users can be judged accurately when the users call, reference is provided for designing a strategy library and adopting different pacification and guidance strategies, and customer request information extracted from structural data is fully utilized; meanwhile, unstructured text data in call content in work orders is analyzed systematically, future complaints of the users are precast in advance according to the historical call information, complaint risk of the users can be reduced, and good social image of an electric power company is established.

Description

technical field [0001] The invention relates to the technical field of customer management in the electric power industry, in particular to a method for judging complaint tendencies based on text classification technology and decision trees. Background technique [0002] With the in-depth advancement of power system reform and the rapid development of social economy, enterprises and residents have higher and higher requirements for power services. The marketing and service competition in the power market is facing a new pattern. It is urgent to change the traditional working mode and establish a market To improve service awareness, adapt to changes in the market structure, improve service levels, reduce customer complaints, and win customer trust are urgent problems for power supply companies to solve. The 95598 customer service system serves as a channel for directly facing and communicating with customers, and the database management system storing traffic data has a large...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F17/30G06F17/27G06Q30/00G06Q50/06
CPCG06Q30/01G06Q50/06G06F16/215G06F16/2457G06F16/285G06F16/35G06F40/289
Inventor 黄剑文徐晖冯歆尧彭泽武温柏坚杨朝谊伍江瑶万婵党笠丘荣恭
Owner GUANGDONG POWER GRID CO LTD INFORMATION CENT
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