基于文本挖掘技术的客服投诉工单自动分类探讨

Discussion of Automatic Classification of Customer Service Complaints Based on Text Mining

为了能更好地挖掘非结构化数据背后所蕴含的信息,发挥数据的价值,对文本挖掘技术进行了探讨。首先明确了文本挖掘及分类应用的总体实施路径,然后,以运营商的客服投诉工单作为基础数据,通过设计标签、构建文本挖掘模型等,初步实现了基于非结构化文本数据的投诉工单分类,并开展了应用实践,最后对文本挖掘技术的应用进行展望。

In order to better delve the information behind the unstructured data and make use of the data value, the text mining technology was discussed. Firstly, the overall implementation route of text mining and classification application were determined firstly. Then, the customer service complaints were used as the fundamental data. By means of the label designing and text mining model construction, the complaint classification based on the unstructured text data was primarily realized and the application practice was deployed. Finally, the application of the text mining technology was prospected.