Research on intention classification of complaint work order in home broadband based on fusion method

It is of great significance to identify the complaint intention information and research on the intention classification for complaint work order of home broadband in mobile customer service. However, there is no research on the intention classification of complaint work order(CWO). To reduce the cost of manual analysis and improve the result of the intention classification, this paper proposes a fusion method which is based on traditional machine learning technology, deep learning and pre-training technology to identify the intention information of CWO. The highest value of F_weight_avg reaches 73.80%, indicating that the method proposed is effective.