Text classification method for customer service online quality inspection

Abstract

The invention discloses a text classification method for customer service online quality inspection. The text classification method comprises the following steps: step 1, converting voice into text; step 2, annotating data step 3, preprocessing data; step 4, selecting a feature coding mode (including one-hot (word2vec) + position coding, n-gram); and step 5, selecting a classification model (startspace, CNN). The invention aims to solve the problem of how to consider an entity sequence relationship when online customer service quality inspection is carried out by adopting a classification method at present, and hope to fully consider the sequence relationship under the condition of limited data volume, so as to improve the effect. The method has the advantages that the word order characteristics are introduced, the data volume requirement is not increased, and the method is simple and easy to implement.

Description

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AI Technical Summary

Benefits of technology

This technology improves efficiency by introducing words that don't increase their size requirements or make them simpler than previous versions.

Problems solved by technology

This patent describes how companies handle phone calls on their networks differently depending upon factors like location where callers leave offline, type of equipment being utilised at home hours, and what types of things happen when someone tries to make contact over an internet connection. These differences require some level of expertise and skill set up beforehand. To address this issue, there has been developed various techniques based on machine learning models trained through regression analysis.

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