Telecommunications Science ›› 2021, Vol. 37 ›› Issue (11): 86-96.doi: 10.11959/j.issn.1000-0801.2021236

• Research and Development • Previous Articles     Next Articles

Research and implementation of text classification method for customer service orders based on multi-model fusion

Liang ZHANG1, Xiaoju DAI1, Rong ZHENG1, Tongze He2   

  1. 1 Shanghai Ideal Information Industry (Group) Co., Ltd., Shanghai 201315, China
    2 Beijing University of Posts and Telecommunications, Beijing 100876, China
  • Revised:2021-10-14 Online:2021-11-20 Published:2021-11-01
  • Supported by:
    Shanghai Internet Big Data Engineering Technology Research Center(15DZ2250700)

Abstract:

Due to the large amount of order categories and their hierarchical associations, traditional manual order classification method of customer service in telecom call center has the problems of long archiving time, low efficiency and unsustainable accuracy.To solve this problem, a novel text classification algorithm based on multi-model fusion was proposed, which intelligently classify orders with multiple models based on data characteristics and their hierarchical associations, the effectiveness of this method was verified.The current manual operation process was optimized and operation efficiency was enhanced, which support the intelligent transformation and upgradation of existing customer service system.

Key words: text classification, customer service order, multi-model fusion, operational efficiency

CLC Number: 

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