Work order classification method and device
A classification method and technology of a classification device, applied in resources, instruments, electrical digital data processing, etc., can solve problems such as inaccurate analysis and judgment of customer service personnel, long waiting time for customers, and complicated business classification, so as to improve processing efficiency and shorten work hours. The effect of single processing time and avoiding the escalation of customer complaints
Inactive Publication Date: 2020-05-08
BANK OF CHINA
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Problems solved by technology
There are many types of banking business products and user experience requirements are constantly improving. When handling customer complaints, bank customer service personnel need to manually judge the category of the work order based on the analysis of the cause of the customer complaint, problem description, and business handling channels, fill in the basic information of the work order, and accept it. The efficiency of a work order is not high, and the customer experience is poor after waiting for a long time, which may easily lead to escalation of complaints
At the same time, due to the complicated business classification of banks and the various reasons for customer complaints, problems such as inaccurate analysis and judgment of customer service personnel and inconsistent types of correspondence often occur
Method used
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[0048] In order to make the purpose, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments It is a part of embodiments of the present invention, but not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.
[0049] Embodiments of the present invention provide a specific implementation of a work order classification method, see figure 1 , the method specifically includes the following content:
[0050] Step 100: Perform Chinese word segmentation on the work order data according to the pre-generated custom lexicon and inactive lexicon to clean the work...
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The invention provides a work order classification method and device, and the method comprises the steps: carrying out Chinese word segmentation of work order data according to a pre-generated user-defined word bank and a non-use word bank, so as to clean the work order data; and classifying the work order data by using the cleaned work order data and a pre-generated SVM work order classificationmodel. The work order classification method provided by the invention can automatically perform service classification on new work orders, reduce manual operation, avoid misjudgment and improve the processing efficiency.
Description
technical field [0001] The invention relates to the technical field of machine learning, in particular to the technical field of customer service data analysis in the financial industry, and in particular to a work order classification method and device. Background technique [0002] Bank call center work orders are an important source of data for accepting customer complaints, understanding customer needs, and analyzing and making decisions. There are many types of banking business products and user experience requirements are constantly improving. When handling customer complaints, bank customer service personnel need to manually judge the category of the work order based on the analysis of the cause of the customer complaint, problem description, and business handling channels, fill in the basic information of the work order, and accept it. A work order is not efficient, and the customer experience is poor after waiting for a long time, which can easily lead to escalation...
Claims
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IPC IPC(8): G06Q10/06G06F16/215G06K9/62G06F40/284
CPCG06Q10/06311G06F16/215G06F18/2411
Inventor 姜开超李雪
Owner BANK OF CHINA