The Design And Implementation Of Telecommunication Subscriber Complaints Classification And Management System

In recent years, with the 3G era coming, the fast development of telecommunication industry brings unprecedented convenience to us. At the same time, with the diversification of all kinds of services come, the telecommunications industry is also growing large number of complaints. Telecom operators must pay attention to customer complaints, and solve the problems arising from the development of the industry in time. With a growing number of customer complaints, how to make operators to find the problems deep seated in the complaints has become an important issue at this stage.The automatic classification system of telecommunication complaints which described in this paper is based on this background. How to extract valuable information from a large number of complaints is a challenging problem and it needs to fully and accurately grasp the focus of complaints.This project which comes from the cooperation with a telecommunication company is mainly to complete the following work.1. Describe the requirements and technical difficulties in detail based on telecommunication subscriber complaints classification and management system.2. Design the overall system architecture of telecommunication subscriber complaints classification and management system by using machine learning and data mining knowledge, and design the feature words selection and text classification function. 3. Participate in the realization of telecommunication subscriber complaints classification and management system.At present, this system has been applied in a telecom operator complaints system, and generates good effect of the complaint analysis.