摘要
云计算、物联网和5G业务的逐步开展,运营商的竞争态势日益加剧,在服务内容、服务方式、服务质量、经营管理和服务意识方面面临严峻挑战。为提升客户满意度,降低投诉量,本文从运营商客户投诉工单和录音数据入手,利用人工智能、机器学习等手段,开展投诉服务请求的归类分析,进一步通过人工神经网络算法对投诉工单文本进行挖掘和优化,对工单进行智能分类,全面构建“精准化管理”,推进服务体系的“智慧运营”。
With the gradual development of cloud computing,internet of things and 5G services,operators are increasingly competitive,facing severe challenges in service content,service methods,service quality,operation management and service awareness.In order to improve customer satisfaction and reduce the number of complaints,this article starts with operator customer complaint work orders and recording data,uses artifi cial intelligence,machine learning and other means to carry out classifi cation analysis of complaint service requests,and further analyzes complaints through artifi cial neural network algorithms.Mining and optimization of single text,intelligent classification of work orders,comprehensive construction of"precise management",and promotion of"intelligent operation"of the service system.
作者
祝好
齐磊
顾慧琼
ZHU Hao;QI Lei;GU Hui-qiong(China Mobile Group Design Institute Co.,Ltd.,Beijing 100080,China)
出处
《电信工程技术与标准化》
2021年第3期31-35,共5页
Telecom Engineering Technics and Standardization
关键词
人工神经网络算法
智慧运营
机器学习
文本分析
智能分类
artifi cial neural network algorithm
smart operation
machine learning
text analysis
intelligent classifi cation
