Intelligent Analysis System For Customer Service Complaints In Telecom Industry

Telecom,mobile and Unicom are the main operators of the communication network in China.With the development of society and the progress of science and technology,The diversification of mobile communication service provides more rich services for customers,and also makes network operators have higher requirements for network operation and maintenance.In addition to the need to solve the daily technical problems,network operators also need to solve the problems encountered by users in the process of receiving services,and provide more quality customer service to the users.This paper aims to improve the efficiency of handling customer complaints.BP neural network algorithm is used to classify customer complaints by keyword,and analyze and summarize the problem types.For summarizing the problem types,analyzing the problem scene,summarizing the standard words and solutions,and constructing the knowledge base,the development and design of the telecom industry customer service complaint intelligent analysis system.The following contents are obtained in this paper:(1)Use BP neural network to classify customer service problems.The monthly work orders have been statistically analyzed and classified since the customer service complaint system was launched.According to the historical complaint problem,the keywords of the problem type are analyzed and summarized.According to the keyword of the problem type,the algorithm of the neural network is used to sort out the problem types.According to the sorted problems,combing out various problem scenarios,designing a business model that adapts to various problem scenarios,sorting out sub-problem scenarios,problem processing steps,and condition combinations.(2)Intelligent analysis of customer service complaints.Supports automatic crawling analysis of complaint content keywords and manual selection of multi-dimensional portal analysis problems;supports automatic guidance of problem-based scene guidance models based on keywords;hierarchically presents analysis and positioning steps,and displays analysis steps in a dynamic flow chart manner,so that The solution to the problem is transparent,concise and clear;(3)Smart answer to customer service questions.Intelligently resolve the problem-oriented categories,perform problem location analysis according to the problem type,and automatically generate reply information according to different templates for the problem results.