Complaint responsibility identification system based on text mining technology

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...

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 to problems such as information omission, data loss, and work overtime. Viewing historical tracks and performing report statistics also exist. Difficult, not conducive to efficient and standardized management of responsibility determination

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