摘要
事件是指特定时间,特定地点,发生的人和事。事件检测可以帮助人们更快地定位到所发生的事件,并且能够理解所发生的事件。近年来,随着电信运营商业务的拓展和用户数量的不断增加,运营商每年收到的用户投诉也急剧增加。这些用户投诉包含了许多客服人员已经解决了的问题,即旧事件,以及新的未解决的问题,即新事件。那么如何快速定位到这些新旧事件对提高运营商的服务质量和客服人员的工作效率具有重要意义。该文从电信运营商的用户投诉数据入手,对用户投诉数据进行分析,挖掘出用户投诉的热点事件。该文提出了一种面向运营商的投诉文本的事件检测框架。首先对投诉内容进行分类,当样本的概率低于某个阈值时,则判定该样本为新事件,然后对新事件的样本进行聚类,最后对聚类后的每一个簇进行文本摘要,从而检测出新事件。
Event refers to people and things that happen at a specific time and place.Event detection can helppeople locate event more quickly and understand them.In recent years,with the expansion of telecom operators'business and the increasing number of users,the number of users'complaints received by operators every yearhas increased dramatically.These user complaints include many problems that have been solved by customerservice staff,namely old events,and new unresolved problems,namely new events.So how to quickly locatethese new and old events is of great significance to improve the service quality of operators and the work efficiency of customer service personnel.This paper starts with the data of user complaints from telecom operators,analyzes the data of user complaints,and finds out the hot events of user complaints.This paper proposes anevent detection framework for Telecom complaint text.Firstly,the complaint content is classified.When theprobability of the sample is lower than a certain threshold,it is determined that the sample is a new event.Then,the samples of new events are clustered.Finally,the text summary of each cluster after clustering iscarried out to detect new events.
作者
杜珑
杨蕊
王好作
Du Long;Yang Rui;Wang Hao-zuo(Zhejiang Public Information Industry CO.,LTD.,Zhejiang Hangzhou 310023;China Telecom Corporation Limited Zhejiang Branch,Zhejiang Hangzhou 310023)
出处
《电子质量》
2021年第6期57-61,共5页
Electronics Quality
