摘要
以客户投诉工单和回访不满意工单为样本,引入LDA文档主题生成模型对文本信息进行中文自然语言处理和数据挖掘,发现问题属性类别,通过大数据对文本挖掘结果进行分析和监控,构建适合电力公司的投诉工单文本挖掘模型,实现对工单进行分类筛选、便签判断和初步归因。
Taking customer complaint work order and unsatisfaied return visit as sample,the article introduces LDA text information model to Chinese natural language processing and data mining.Analysis and monitoring of the text mining results also uses the big data analysis.The model is aimed to achieve the effect of classification and selection,note and judgment,initial attribution.Under the support of the information system platform,the timely analysis and monitoring management is achieved.
出处
《电力需求侧管理》
2016年第2期57-60,共4页
Power Demand Side Management
关键词
客户满意度
诉投工单
文本挖掘
大数据分析
customer satisfaction
complaints work order
text mining
big data analysis
