Research and implementation of text classification method for customer service orders based on multi-model fusion
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 classifica...
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| Main Authors: | , , , |
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| Format: | Article |
| Language: | zho |
| Published: |
Beijing Xintong Media Co., Ltd
2021-11-01
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| Series: | Dianxin kexue |
| Subjects: | |
| Online Access: | http://www.telecomsci.com/zh/article/doi/10.11959/j.issn.1000-0801.2021236/ |
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| _version_ | 1841528884209647616 |
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| author | Liang ZHANG Xiaoju DAI Rong ZHENG Tongze He |
| author_facet | Liang ZHANG Xiaoju DAI Rong ZHENG Tongze He |
| author_sort | Liang ZHANG |
| collection | DOAJ |
| description | 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. |
| format | Article |
| id | doaj-art-b8cdc40c5bbd49f1a5ca4e84ddc59ce5 |
| institution | Kabale University |
| issn | 1000-0801 |
| language | zho |
| publishDate | 2021-11-01 |
| publisher | Beijing Xintong Media Co., Ltd |
| record_format | Article |
| series | Dianxin kexue |
| spelling | doaj-art-b8cdc40c5bbd49f1a5ca4e84ddc59ce52025-01-15T03:33:02ZzhoBeijing Xintong Media Co., LtdDianxin kexue1000-08012021-11-0137869659815908Research and implementation of text classification method for customer service orders based on multi-model fusionLiang ZHANGXiaoju DAIRong ZHENGTongze HeDue 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.http://www.telecomsci.com/zh/article/doi/10.11959/j.issn.1000-0801.2021236/text classificationcustomer service ordermulti-model fusionoperational efficiency |
| spellingShingle | Liang ZHANG Xiaoju DAI Rong ZHENG Tongze He Research and implementation of text classification method for customer service orders based on multi-model fusion Dianxin kexue text classification customer service order multi-model fusion operational efficiency |
| title | Research and implementation of text classification method for customer service orders based on multi-model fusion |
| title_full | Research and implementation of text classification method for customer service orders based on multi-model fusion |
| title_fullStr | Research and implementation of text classification method for customer service orders based on multi-model fusion |
| title_full_unstemmed | Research and implementation of text classification method for customer service orders based on multi-model fusion |
| title_short | Research and implementation of text classification method for customer service orders based on multi-model fusion |
| title_sort | research and implementation of text classification method for customer service orders based on multi model fusion |
| topic | text classification customer service order multi-model fusion operational efficiency |
| url | http://www.telecomsci.com/zh/article/doi/10.11959/j.issn.1000-0801.2021236/ |
| work_keys_str_mv | AT liangzhang researchandimplementationoftextclassificationmethodforcustomerserviceordersbasedonmultimodelfusion AT xiaojudai researchandimplementationoftextclassificationmethodforcustomerserviceordersbasedonmultimodelfusion AT rongzheng researchandimplementationoftextclassificationmethodforcustomerserviceordersbasedonmultimodelfusion AT tongzehe researchandimplementationoftextclassificationmethodforcustomerserviceordersbasedonmultimodelfusion |