电信业投诉分类方法及其应用研究

Text Categorization of Complain in Telecommunication Industry and Its Applied Research

科学的分类体系和准确的信息分类对于客服管理人员提高服务质量,挖掘客户潜在需求有着十分重要的意义。本文提出了一种电信业投诉信息分类划分体系和投诉文本分类的模型。该分类划分体系相比传统的分类体系更为简洁,但能更好地实现准确定位相关主题投诉信息的目标。实验证明:该分类划分体系有利于知识挖掘和问题定位,该模型分类结果的正确率在70%以上,能有效地进行投诉文本的分类。

Scientific catalog and accurate text classification play an important role in improving serving quality continuously,and mean a lot to latent demand exploitation.A catalog of complain in telecommunication industry and a relevant model of text categorization are presented in this paper.This catalog does better in search specific information with more concise labels.The results indicate that the accuracy of the models based on R-SVM is better than average of existing text classifications although dealing with huger datum,more than seventy percent of experimental datum are sorted into the right categories;and the catalog was proved to be beneficial to knowledge mining.This study provides a new method for promoting the development and improvement of text categorization of complain in telecommunication industry.