多种因素向量化的客服工单智能排序应用

doi:10.11959/j.issn.1000-0801.2018305

Abstract

Abstract:

As the most important contact point for customers in the internet industry,customer service orders have become the main issues that need to be addressed and urgently solved in various industries.The intelligent sequencing of work orders provides a feasible application for solving this problem.The rapid development of artificial intelligence technology and big data technology has given new directions and opportunities to solve such problems.The background of the intelligent sequencing of customer service orders was analyzed firstly.On the basis of this,the main methods and implementations of intelligent sequencing of customer service orderswere analyzed,and the application of intelligent sequencing of customer service orders based on multi-factor vectorization was expounded.

Key words: customer service, intelligent sequencing, vectorization, emotional characteristic, usability feature

CLC Number:

TP391

Hua REN,Zheng WANG,Shaomin WANG. Application of intelligent sorting of customer service work orders with multiple factors vectorization[J]. Telecommunications Science, 2018, 34(12): 125-131.

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References 8

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工单ID	剩余时限	重要程度	用户	业务种类
6099092017092900000036	5小时40分	重要	VIP	宽带
6099092017092900000037	7小时15分	普通	VIP	IPTV
6099092017092900000018	22小时20分	普通	普通	翼支付
6099092017092900000009	2天	普通	VIP	宽带
6099092017092900000007	3天	重要	VIP	宽带

工单ID	用户	剩余时限	重要程度	业务种类
6099092017092900000009	VIP	2天	普通	宽带
6099092017092900000007	VIP	3天	重要	宽带
6099092017092900000036	VIP	5小时40分	重要	宽带
6099092017092900000037	VIP	7小时15分	普通	IPTV
6099092017092900000018	普通	22小时20分	普通	翼支付

工单ID	重要程度	剩余时限	用户	业务种类
6099092017092900000007	重要	3天	VIP	宽带
6099092017092900000036	重要	5小时40分	VIP	宽带
6099092017092900000009	普通	2天	VIP	宽带
6099092017092900000018	普通	22小时20分	普通	翼支付
6099092017092900000037	普通	7小时15分	VIP	IPTV

工单ID	原始客服工单描述信息
6099092017092900000036	【内容】用户号码订购了赢家红包融合优惠套餐，但是8月、9月都没有收到返还的赢家红包，本月也没有补回，现对此强烈不满要求核实，前台查询用户9月份有非实名停机的记录，用户表示这个问题其已经处理并复通了局方应给其补回，客户非常气愤并要求立即处理并给其回复，谢谢！

工单ID	分词	工单向量化
6099092017092900000036	用户	-0.371 253 245，1.566 915 942，-0.442 447 589，2.670 933 491，0.576 381 459，…]
	赢家	-0.451 563 455，0.745 437 676，0.358 076 765，1.354 364 664，1.436 782 340，…]
	订购	0.195 789 797，1.485 928 584，-0.948 549 445，1.884 534 584，0.483 753 934，…]
	优惠	-0.594 384 683，1.834 440 743，-0.944 443 452，2.093 868 494，0.117 435 753，…]
	红包	-0.903 153 969，1.348 493 864，-0.803 496 839，1.694 386 934，0.433 968 302，…]
	不满	-0.771 253 245，1.566 375 332，-0.553 275 234，2.396 593 489，0.749 323 923，…]
	…	…

Application of intelligent sorting of customer service work orders with multiple factors vectorization

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工单ID	原始客服工单描述信息	情感特征	可用特征
6099092017092900000036	【内容】用户号码订购了赢家红包融合优惠套餐，但是 8 月、9 月都没有收到返还的赢家红包，本月也没有补回，现对此强烈不满要求核实，前台查询用户9月份有非实名停机的记录，用户表示这个问题其已经处理并复通了局方应给其补回，客户非常气愤并要求立即处理并给其回复，谢谢！	强烈不满	可用

序号	特征属性	取值
1	VIP属性	VIP：1，普通：0
2	黑名单属性	黑名单：-2，准黑名单：-1，其他：0
3	白名单	白名单：1，普通：0
4	工单类别	投诉：2，建议：1，查询：0，咨询：-1
5	业务类别	非常重要：2，重要：1，普通：0
6	涉及内容	使用：3，计费：3，服务：2，礼品：1，红包：1，售后：1，物流：0
7	时限	time<30 min：3，30 min≤time<2 h：2，2 h≤time<8 h：1，8 h≤time：0
8	情感	非常不满：2，不满：1，普通：0
9	可用程度	完全不可用：2，偶尔可用：1，部分可用及其他：0

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