| 基于文本挖掘的投诉热点智能分类 |
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| 引用本文： | 夏海峰,陈军华. 基于文本挖掘的投诉热点智能分类[J]. 上海师范大学学报(自然科学版), 2013, 42(5): 470-475 |
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| 作者姓名： | 夏海峰 陈军华 |
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| 作者单位： | 上海师范大学信息与机电工程学院,上海200234 |
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| 基金项目： | 上海市教委项目基金（12ZT05） |
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| 摘 要： | 投诉识别系统在保证热点投诉正确分类、提高电信行业的服务质量中起到很重要的作用.由于电信行业的客户投诉有其特殊性,所有的投诉必须在很短的时间内分类完成,从而往往会发生导航分类错误的现象.提出了一套基于文本挖掘的模型,该模型能够智能地将热点投诉分类到正确的投诉导航上去.实验表明:该模型能够有效地进行投诉文本分类.
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| 关 键 词： | 文本挖掘 智能分类 投诉 |
| 收稿时间： | 2013-09-04 |
Hot complaint intelligent classification based on text mining |
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| XIA Haifeng and CHEN Junhua. Hot complaint intelligent classification based on text mining[J]. Journal of Shanghai Normal University(Natural Sciences), 2013, 42(5): 470-475 |
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| Authors: | XIA Haifeng and CHEN Junhua |
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| Affiliation: | (College of Information, Mechanical and Electrical Engineering, Shanghai Normal University ,Shanghai 200234, China) |
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| Abstract: | The complaint recognizer system plays an important role in making sure the correct classification of the hot complaint, improving the service quantity of telecommunications industry. The customers＇ complaint in telecommunications industry has its special particularity which should be done in limited time, which cause the error in classification of hot complaint. The paper presents a model of complaint hot intelligent classification based on text mining, which can classify the hot complaint in the correct level of the complaint navigation. The examples show that the model can be efficient to classify the text of the complaint. |
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| Keywords: | text mining intelligent classification complaint |
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