摘要
本文针对某通信公司大量工单处理效率低下的问题,提出了一种基于词频-逆向文件频率(Term Frequency-Inverse Document Frequency,TF-IDF)算法的文本分类与协同过滤推荐系统结合的优化方案,提升工单分类的准确性和推荐的合理性。对工单中的客户问题进行数据预处理,包括分词、去除停用词及文本清理,结合客户提出问题的渠道等多维特征,采用TF-IDF方法对问题文本进行特征提取,通过支持向量机(Support Vector Machines,SVM)模型对工单内容进行最优分类超平面处理,使不同类别的工单之间的间隔最大化,并通过决策函数对新工单进行分类。某通信公司可以借此高效分类用户工单,并为不同类别的工单制定专门的处理流程,提升工作效率和客户满意度。
Aiming at the problem of inefficient processing of a large number of work orders in a communication company,this paper proposes an optimisation scheme combining text classification and collaborative filtering recommendation system based on term frequency-inverse document frequency(TF-IDF)algorithm to improve the accuracy of work order classification and the reasonableness of recommendation.The data preprocessing of customer problems in work orders,including word splitting,deactivation and text cleaning,combined with multidimensional features such as the channels through which customers raise problems,the TF-IDF method is used to extract features from the problem text,and the optimal classification hyperplane processing is performed on the contents of work orders through the support vector machine(SVM)model to maximize the spacing between work orders of different categories and to maximize the spacing between work order categories and the spacing between work order categories.The optimal classification hyperplane is applied to the contents of the work order through the SVM model,so as to maximize the spacing between different categories of work orders,and to classify new work orders through the decision function.A telecommunication company can use this to efficiently classify user work orders and designate special processing procedures for different categories of work orders to improve work efficiency and customer satisfaction.
作者
樊广佺
黄劲佐
金天顺
宋昭昭
张少娜
裴康
FAN Guang-quan;HUANG Jin-zuo;JIN Tian-shun;SONG Zhao-zhao;ZHANG Shao-na;PEI Kang(School of Management Science and Information Engineering,Hebei University of Economics and Trade,Shijiazhuang,Hebei 050061,China;Information and Data Management Department,China Mobile Communications Group Hebei Company Limited,Shijiazhuang,Hebei 050028,China)
出处
《新一代信息技术》
2024年第4期6-10,共5页
New Generation of Information Technology
