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High-complaint-risk user identification method, complaint early warning method and related equipment

A user identification and user technology, applied in the information field, can solve problems such as the inability to identify the risk of user complaints in real time

Pending Publication Date: 2020-10-30
CHINA PING AN PROPERTY INSURANCE CO LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The main purpose of the present invention is to solve the technical problem that the risk of user complaints cannot be identified in real time in the existing communication corpus analysis between business personnel and customers

Method used

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  • High-complaint-risk user identification method, complaint early warning method and related equipment
  • High-complaint-risk user identification method, complaint early warning method and related equipment
  • High-complaint-risk user identification method, complaint early warning method and related equipment

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Embodiment Construction

[0086] The embodiment of the present invention provides a method for identifying users with high complaint risks. The specific implementation process is: obtaining the user's chat corpus during the communication process between the business personnel and the user; preprocessing the chat corpus to obtain effective phrases in the chat corpus, wherein , the preprocessing includes word segmentation processing and word deletion processing, and the effective phrase is a collection of remaining words after word segmentation processing and word deletion processing; the effective phrase is compared with the preset complaint warning text library, and the first score value of the user is calculated. The complaint warning text library includes the complaint warning text and the complaint warning word segmentation obtained after preprocessing the complaint warning text; calculate the time interval between each user's speech compared to the last speech, and count the number of times the time ...

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Abstract

The invention relates to the technical field of information. The invention discloses a high-complaint-risk user identification method, a complaint early warning method and related equipment. The high-complaint-risk user identification method comprises the steps: preprocessing the chat corpus of the user; obtaining effective phrases in the chat corpus, comparing the effective phrases with a presetcomplaint early warning text library, calculating a first score value, calculating a time interval of each speaking of the user relative to the last speaking, counting the number of times that the time interval is lower than a preset time interval, and calculating a second score value based on the number of times; calculating a total score value according to the first score value and the second score value; judging whether the total evaluation value is greater than a preset threshold value or not; and if so, determining that the user is a high-complaint-risk user. By means of the method, the emotion of the user can be monitored in real time, business personnel can adjust verbal skills conveniently, the complaint risk of the user is controlled, the complaint number is reduced, and the usersatisfaction is improved. In addition, the invention also relates to a blockchain technology, and chat corpora can be stored in the blockchain.

Description

technical field [0001] The invention relates to the field of information technology, in particular to a method for identifying users with high complaint risks, a method for early warning of complaints and related equipment. Background technique [0002] With the continuous deepening of reform and opening up, the degree of marketization continues to increase, and market competition continues to intensify, many companies urgently need to change the traditional way of thinking and working mode, establish a market-oriented service awareness, win the trust of customers, and ensure market share. Not only does it require companies to control product quality, but it also requires companies to optimize after-sales services. At the same time, users’ awareness of autonomy and rights protection is also continuously strengthened. When quality services are not available, users will express their dissatisfaction through complaints. [0003] At present, for user complaints, most of them use...

Claims

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Application Information

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IPC IPC(8): G06F40/289G06K9/62G06Q30/00
CPCG06F40/289G06Q30/01G06F18/2321G06F18/22
Inventor 林峰尹钏
Owner CHINA PING AN PROPERTY INSURANCE CO LTD
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