An electric power customer service work order sentiment quantitative analysis method based on Word2Vec

A quantitative analysis and work order technology, applied in semantic analysis, electrical digital data processing, instruments, etc., can solve problems such as lack of context sequence and semantic understanding, inability to effectively identify emotional strength, and inability to reflect the difference between emotional strength and weakness, etc., to achieve improvement Emotional prediction and risk early warning ability, improve customer satisfaction, and reduce consultation time
CN109670167AActive Publication Date: 2019-04-23STATE GRID ZHEJIANG ELECTRIC POWER +2
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Patent Information

Authority / Receiving Office
CN Β· China
Patent Type
Applications(China)
Current Assignee / Owner
STATE GRID ZHEJIANG ELECTRIC POWER
Publication Date
2019-04-23

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Abstract

The invention discloses an electric power customer service work order sentiment quantitative analysis method based on Word2Vec, and relates to an electric power customer service work order analysis method. A traditional sentiment analysis method cannot effectively discriminate the sentiment intensity. The method of the invention comprises the steps of combining the power customer service work order text features; classifying and sorting the historical electric power customer service work orders and the unsatisfied work orders, cleaning data, combing based on the Baidu word bank to form an initialized multivariate emotion word bank; carrying out the work order text word segmentation by adopting a reverse maximum matching algorithm; based on the Word2Vec neural network, constructing the positive words, negative words, degree adverbs and a word vector of a word order fused with customer appeal semantics; performing the machine learning training through the historical customer service workorder to generate a learning model fusing appeal emotion, expanding a part-of-speech corpus based on the part-of-speech affinity-consanguinity relationship in the model, performing emotion quantization calculation by adopting a similarity word sequence matrix quantization algorithm, and completing customer service work order emotion quantization analysis, thereby effectively distinguishing emotion intensity differences, and determining an emergency degree.
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Description

technical field

[0001] The invention relates to a method for analyzing work orders of electric power customer service, in particular to a method for quantitatively analyzing emotion of work orders of electric power customer service based on Word2Vec. Background technique

[0002] With the development of social economy and the continuous deepening of power system reform, power supply companies can only gain market-oriented competitive advantages by adhering to customer-centricity and improving customer satisfaction. As an important channel window for customer communication and communication, 95598 realizes quantitative emotional analysis of customer appeals through deep mining of customer characteristics and emotional information hidden in customer service work orders, which is conducive to quickly understanding the focus of customer attention, and is conducive to according to customer Identifying potential complaining customers with emotional tendency is conducive to support...

Claims

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