Electric customer service work order classifying method and device and electronic equipment

A classification method and work order technology, applied in the field of data processing, can solve problems such as low efficiency in the classification process, achieve the effect of improving efficiency and accuracy, and solving low efficiency

Inactive Publication Date: 2018-11-27
GUANGDONG POWER GRID CO LTD +1
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] In view of this, the object of the present invention is to provide a method, device and electronic equipment for classifying customer service orders, so as to solve the technical problem of low efficiency in the classification process existing in the prior art

Method used

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  • Electric customer service work order classifying method and device and electronic equipment
  • Electric customer service work order classifying method and device and electronic equipment
  • Electric customer service work order classifying method and device and electronic equipment

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Embodiment 1

[0044] The method for classifying electric customer service work orders provided by the embodiment of the present invention may also be a method for intelligently classifying electric customer service work orders, such as figure 1 shown, including:

[0045] S11: Obtain a training set according to the classification data of historical electricity customer service work orders.

[0046] S12: Perform data training based on the training set through text segmentation, text parsing, and content classification to generate a ticket classifier.

[0047] As an optimal solution, through the analysis process of Chinese word segmentation, text representation and classification in sequence, a customer service work order classifier is obtained.

[0048] S13: According to the incoming call content of the target work order, classify the target work order through the work order classifier, and obtain the classification result of the electricity customer service work order.

[0049] As far as t...

Embodiment 2

[0052] The method for classifying electric customer service work orders provided by the embodiment of the present invention may also be a method for intelligently classifying electric customer service work orders, such as figure 2 shown, including:

[0053] S21: Obtain classified data of historical electricity customer service work orders according to the call content and type of historical electricity customer service work orders.

[0054] Specifically, in the stage of generating electricity customer service work order classifiers, firstly, the historical electricity customer service work order classification data is exported from the marketing system, wherein, the historical electricity customer service work order classification data consists of the call content and work order type of the work order. Partial composition.

[0055] S22: Obtain a training set according to the classification data of historical electricity customer service work orders.

[0056] As a preferred ...

Embodiment 3

[0078] An embodiment of the present invention provides a device for classifying work orders for electric customer service, such as image 3 As shown, the device 3 for classifying work orders for electric customer service includes: an acquisition module 31 , a training module 32 , and a classification module 33 .

[0079] It should be noted that the acquisition module is used to obtain the training set according to the classification data of the historical electricity customer service work orders. The training module is used to perform data training based on the training set through text segmentation, text parsing, and content classification to generate a ticket classifier.

[0080] As a preferred solution, the classification module is used to classify the target work orders through the work order classifier according to the incoming call content of the target work order, so as to obtain the classification result of the electric customer service work order.

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Abstract

The invention provides an electric customer service work order classifying method and device and electronic equipment, and relates to the technical field of data processing. The electric service customer work order classifying method includes the steps that a training set is obtained according to historical electric customer service work order classification data; data training is conducted through text segmentation, text parsing and content classification according to the training set to generate a work order classifier; target work orders are classified through the work order classifier according to incoming call content of the target work orders to obtain an electric customer service work order classification result. The technical problem of low efficiency of a classification process inthe prior art is solved.

Description

technical field [0001] The invention relates to the technical field of data processing, in particular to a method, device and electronic equipment for classifying work orders of electric customer service. Background technique [0002] The power supply service hotline is responsible for accepting relevant fault reports, suggestions, consultation and inquiries, etc., and provides uninterrupted and all-round services for electricity customers. [0003] At present, the power supply service hotline integrates automatic voice and manual services. With the advancement of the power system, especially the gradual liberalization of the power sales side, higher requirements are placed on the service capabilities of power customers for power companies. However, for the current method for classifying work orders of electric customer service, the efficiency of the classification process is low. Contents of the invention [0004] In view of this, the object of the present invention is ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F17/30G06F17/27G06Q30/02G06Q30/00G06Q50/06
CPCG06F40/289G06Q30/016G06Q30/0281G06Q50/06
Inventor 梁浩波
Owner GUANGDONG POWER GRID CO LTD
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