基于矩阵分解和注意力多任务学习的客服投诉工单分类

doi:10.11959/j.issn.1000-0801.2022031

电信科学 ›› 2022, Vol. 38 ›› Issue (2): 103-110.doi: 10.11959/j.issn.1000-0801.2022031

基于矩阵分解和注意力多任务学习的客服投诉工单分类

宋勇¹, 严志伟², 秦玉坤², 赵东明³, 叶晓舟¹, 柴园园¹, 欧阳晔¹

¹ 亚信科技（中国）有限公司，北京 100193
² 亚信科技（南京）有限公司，江苏南京 210013
³ 中国移动通信集团天津有限公司，天津 300020

修回日期:2021-12-27 出版日期:2022-02-20 发布日期:2022-02-01
作者简介:宋勇（1989- ），男，亚信科技（中国）有限公司通信人工智能实验室通信业务与应用算法研究部负责人，主要研究方向为NLP、知识图谱、AIOps、推荐等
严志伟（1994- ），男，博士，亚信科技（南京）有限公司通信人工智能实验室算法工程师，主要研究方向为NLP、AIOps
秦玉坤（1987- ），男，亚信科技（南京）有限公司通信人工智能实验室算法工程师，主要研究方向为NLP、AIOps、知识图谱
赵东明（1984- ），男，博士，中国移动通信集团天津有限公司技术专家，天津移动 AI 实验室/天津移动博士后科研工作站负责人，主要研究方向为知识图谱、智能语音情感、认知概念网络
叶晓舟（1980- ），男，博士，亚信科技（中国）有限公司通信人工智能实验室资深总监、首席科学家，主要研究方向为通信网络与人工智能
柴园园（1980- ），女，博士，亚信科技（中国）有限公司通信人工智能实验室首席算法科学家，主要研究方向为深度学习、人工智能、数据科学及管理
欧阳晔（1981- ），男，博士，亚信科技（中国）有限公司首席技术官、高级副总裁，主要研究方向为移动通信、人工智能、数据科学、科技研发创新与管理

Customer service complaint work order classification based on matrix factorization and attention multi-task learning

Yong SONG¹, Zhiwei YAN², Yukun QIN², Dongming ZHAO³, Xiaozhou YE¹, Yuanyuan CHAI¹, Ye OUYANG¹

¹ AsiaInfo Technologies (China) Co., Ltd., Beijing 100193, China
² AsiaInfo Technologies (Nanjing) Co., Ltd., Nanjing 210013, China
³ China Mobile Communications Group Tianjin Co., Ltd., Tianjin 300020, China

Revised:2021-12-27 Online:2022-02-20 Published:2022-02-01

摘要/Abstract

摘要：

投诉工单自动分类是通信运营商客服数字化、智能化发展的要求。客服投诉工单的类别有多层，每一层有多个标签，层级之间有所关联，属于典型的层次多标签文本分类问题，现有解决方法大多数基于分类器同时处理所有的分类标签，或者对每一层级分别使用多个分类器进行处理，忽略了层次结构之间的依赖。提出了一种基于矩阵分解和注意力的多任务学习的方法（MF-AMLA），处理层次多标签文本分类任务。在通信运营商客服场景真实投诉工单分类数据下，与该场景常用的机器学习算法和深度学习算法的 Top1 F1 值相比分别最大提高了21.1%和5.7%。已在某移动运营商客服系统上线，模型输出的正确率97%以上，对客服坐席单位时间的处理效率提升22.1%。

关键词: 层次多标签分类, 注意力机制, 多任务学习, 客服工单分类

Abstract:

The automatic classification of complaint work orders is the requirement of the digital and intelligent development of customer service of communication operators.The categories of customer service complaint work orders have multiple levels, each level has multiple labels, and the levels are related, which belongs to a typical hierarchical multi-label text classification (HMTC) problem.Most of the existing solutions are based on classifiers to process all classification labels at the same time, or use multiple classifiers for each level, ignoring the dependence between hierarchies.A matrix factorization and attention-based multi-task learning approach (MF-AMLA) to deal with hierarchical multi-label text classification tasks was proposed.Under the classification data of real complaint work orders in the customer service scenario of communication operators, the maximum Top1 F1 value of MF-AMLA is increased by 21.1% and 5.7% respectively compared with the commonly used machine learning algorithm and deep learning algorithm in this scenario.It has been launched in the customer service system of one mobile operator, the accuracy of model output is more than 97%, and the processing efficiency of customer service agent unit time has been improved by 22.1%.

Key words: hierarchical multi-label classification, attention mechanism, multi-task learning, customer service work order classification

中图分类号:

TP183

宋勇, 严志伟, 秦玉坤, 赵东明, 叶晓舟, 柴园园, 欧阳晔. 基于矩阵分解和注意力多任务学习的客服投诉工单分类[J]. 电信科学, 2022, 38(2): 103-110.

Yong SONG, Zhiwei YAN, Yukun QIN, Dongming ZHAO, Xiaozhou YE, Yuanyuan CHAI, Ye OUYANG. Customer service complaint work order classification based on matrix factorization and attention multi-task learning[J]. Telecommunications Science, 2022, 38(2): 103-110.

图/表 6

图1

表1

表2

表3

表4

各模型的精确率P、召回率R的对比"

模型	Top 1		Top 5		Top 10
模型	P	R	P	R	P	R
Hierarchical SVM	0.413	0.507	0.642	0.681	0.733	0.759
Clus HMC	0.449	0.477	0.665	0.688	0.741	0.763
GRU	0.622	0.597	0.874	0.886	0.921	0.918
TextCNN	0.614	0.608	0.89	0.882	0.938	0.934
BERT	0.666	0.642	0.926	0.915	0.97	0.955
MF-AMLA	$0 . 671$	$0 . 662$	$0 . 938$	$0 . 921$	$0 . 971$	$0 . 964$

表4

图2

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占比	70%	80%	90%	100%
标签数	73	186	889	3 692

层级	原始	一级	二级	三级	四级	五级	六级	七级
数量	186	4	5	45	49	6	83	64

基于矩阵分解和注意力多任务学习的客服投诉工单分类

Customer service complaint work order classification based on matrix factorization and attention multi-task learning

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参考文献 33

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文本	客户来电反映本机预约了宽带安装，但是装维人员电话：1xxxxxxxxxx，服务态度非常不好，一直没有帮客户安装，而且讲话非常不耐烦。客户对此不满，来电投诉。请查询处理，谢谢，随时联系1xxxxxxxxxx
标签	（一级）家庭业务→（二级）服务触点→（三级）装维人员→（四级）全局流转→（五级）售后服务→（六级）装维人员服务态度差→（七级）解释差错
文本	客户反映：于 2019 年开始在昆明龙泉路，某小区无法使用移动数据，已补换卡均无法使用，提示网络错误！强烈要求我方工作人员上门处理，并赔偿（未详细说明赔偿事宜），解释无效，请老师帮忙处理
标签	（一级）移动业务→（二级）网络质量→（三级）手机上网（4G）→（四级）有信号无法使用→（五级）功能使用→（六级）有信号无法浏览网页→（七级）室外

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