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User feedback information analysis method, device and equipment and readable storage medium

A technology of feedback information and analysis methods, applied in the field of data processing, can solve problems such as untimely information processing, lack of problem statistics, and lack of energy for user feedback to label, so as to facilitate viewing and retrieval, and reduce time costs.

Pending Publication Date: 2021-06-15
BEIJING OPEN DISTANCE EDUCATION CENT
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0002] The current processing of user feedback has the following problems: a large amount of manual labor is required to label the calls, and the labeling has a certain degree of subjectivity; due to system limitations, each call can only belong to one category, but an actual call often reflects more than one problem. Belonging to only one category will lead to the lack of problem statistics; quite a lot of user feedback does not have the energy to label, which leads to untimely processing of user feedback information

Method used

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  • User feedback information analysis method, device and equipment and readable storage medium
  • User feedback information analysis method, device and equipment and readable storage medium
  • User feedback information analysis method, device and equipment and readable storage medium

Examples

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Embodiment 1

[0055] Such as figure 1 As shown, this embodiment provides a method for analyzing user feedback information, and the method includes step S1, step S2, step S3, step S4, step S5 and step S6.

[0056] Step S1. Obtain the user feedback information, the user feedback information includes first call audio information and second call audio information, the first call audio information includes call audio information that has been manually marked with question classification, and the second call audio information includes Call audio information includes call audio information that has not been manually labeled for problem classification;

[0057] Step S2, converting the first call audio information and the second call audio information into text information, respectively, to obtain the first text information and the second text information;

[0058] Step S3, performing text vectorization processing on the first text information and the second text information respectively, to obtain...

Embodiment 2

[0091] Such as figure 2 As shown, this embodiment provides a user feedback information analysis device, which includes: a first acquisition module 701 , a conversion module 702 , a processing module 703 , a training module 704 , a labeling module 705 and a calculation module 706 .

[0092] The first obtaining module 701 is configured to obtain the user feedback information, the user feedback information includes first call audio information and second call audio information, and the first call audio information includes calls that have been manually marked with problem categories Audio information, the second call audio information includes call audio information that has not been marked manually for question classification;

[0093] The conversion module 702 is configured to convert the first call audio information and the second call audio information into text information, respectively, to obtain the first text information and the second text information;

[0094] The pro...

Embodiment 3

[0124] Corresponding to the above method embodiment, the embodiment of the present disclosure also provides a user feedback information analysis device. The user feedback information analysis device described below and the user feedback information analysis method described above can be referred to in correspondence.

[0125] image 3 It is a block diagram of a device 800 for analyzing user feedback information according to an exemplary embodiment. Such as image 3 As shown, the device 800 for analyzing user feedback information may include: a processor 801 and a memory 802 . The user feedback information analysis device 800 may also include one or more of a multimedia component 803 , an input / output (I / O) interface 804 , and a communication component 805 .

[0126] Wherein, the processor 801 is used to control the overall operation of the user feedback information analysis device 800, so as to complete all or part of the steps in the above-mentioned user feedback informatio...

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Abstract

The invention provides a user feedback information analysis method, device and equipment, and a readable storage medium. The method comprises the steps of obtaining user feedback information; respectively converting the first call audio information and the second call audio information into text information to obtain first text information and second text information; performing text vectorization processing on the first text information and the second text information to obtain first data and second data; training a naive Bayesian classifier model by using the first data to obtain a trained naive Bayesian model; classifying and marking problems existing in the first data and the second data by using the trained naive Bayes classifier model to obtain a classification and marking result, and obtaining statistical data of various problems according to the result; and generating a user feedback information data analysis table according to the statistical data. According to the invention, multi-label classification labeling is carried out on the call audio information, so that an operation part can accurately grasp hotspots fed back by a user.

Description

technical field [0001] The present invention relates to the technical field of data processing, in particular to a user feedback information analysis method, device, equipment and a readable storage medium. Background technique [0002] The current processing of user feedback has the following problems: a large amount of manual labor is required to label the calls, and the labeling has a certain degree of subjectivity; due to system limitations, each call can only belong to one category, but an actual call often reflects more than one problem. Belonging to only one category will lead to the lack of problem statistics; quite a lot of user feedback does not have the energy to label, which leads to untimely processing of user feedback information. Contents of the invention [0003] The purpose of the present invention is to provide a user feedback information analysis method, device, equipment and readable storage medium to improve the above problems. [0004] In order to ac...

Claims

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Application Information

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IPC IPC(8): G06F16/33G06F16/35G06K9/62
CPCG06F16/3346G06F16/35G06F18/24155Y02D10/00
Inventor 朱征陈慕菁龚亚勋周晓敏
Owner BEIJING OPEN DISTANCE EDUCATION CENT
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