Complaint responsibility identification system based on text mining technology

A technology of responsibility identification and text mining, applied in database management systems, structured data retrieval, instruments, etc., can solve problems such as work overtime, difficulty in viewing historical track report statistics, efficient work in adverse responsibility identification, and standardized management.

Active Publication Date: 2019-03-01
国网山东省电力公司营销服务中心(计量中心) +2
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] At present, the determination of 95598 complaint responsibility mainly follows the offline process, relying on telephone and OA to transmit information and materials, and the staff records the results manually in forms, which are prone

Method used

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  • Complaint responsibility identification system based on text mining technology
  • Complaint responsibility identification system based on text mining technology
  • Complaint responsibility identification system based on text mining technology

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Embodiment Construction

[0061] The complaint responsibility identification system based on text mining technology is developed based on the J2EE enterprise-level application framework platform. The overall technical architecture adopts the SOA service-oriented management architecture model, adopts the design idea of ​​B / S architecture and layered service support, and realizes the integration of various application components. Effectively integrate and provide services to users in the form of WEB. like figure 1 As shown, the complaint responsibility identification system based on text mining technology includes data layer, platform layer, middleware, service layer and business layer. The data layer includes relational database, distributed file system, and non-relational database. The data sources of this system mainly include 95598 business support system, user profile data, organizational structure data and other external data in the State Grid marketing business application system. The data layer...

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Abstract

The invention discloses a complaint responsibility identification system based on text mining technology, which comprises a data layer, a platform layer, a middleware, a service layer and a service layer. The data layer includes relational database, distributed file system and non-relational database. The data layer extracts data from the 95598 service support system and marketing service application system at the headquarters of the State Grid Corporation of China, and stores the data by classification. The platform layer includes common service components, service components, service flow engine components and Spark. The middleware includes Zookeeper, image recognition algorithm plug-in, decision tree algorithm plug-in, image recognition algorithm plug-in, decision tree algorithm plug-into calculate the data of the data layer, and modeling through data modeling and data mining, to achieve data analysis and mining; the service layer includes unified coding service, unified caching service, bidding model computing service, process service and file storage service. The service layer includes responsibility identification, image recognition, and automatic work list generation.

Description

technical field [0001] The invention relates to a complaint responsibility identification system based on text mining technology. Background technique [0002] The company has built a nationwide large-scale and intensive customer service center at the headquarters level, unified service standards throughout the network, reshaped the new customer service system, comprehensively optimized service resources, and built an efficient coordination mechanism with vertical penetration and horizontal integration. Get through the "last mile" of customer service. In order to effectively play the role of customer service monitoring, transmit work pressure from layer to layer, increase the emphasis on service at all levels, and promote the rapid improvement of the company's service level, it is necessary to conduct closed-loop management of customer complaint work orders and clarify the subject of complaint responsibility. [0003] At present, the determination of 95598 complaint respons...

Claims

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Application Information

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IPC IPC(8): G06F16/25G06F16/28G06F16/2458G06F16/182G06K9/46G06K9/62G06Q30/00G06Q50/06
CPCG06Q30/016G06Q50/06G06V10/462G06F18/22
Inventor 李静张雪梅孟巍吴雪霞梁雅洁徐美玲王若晗刘思涛孙峰孙云峰
Owner 国网山东省电力公司营销服务中心(计量中心)
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