Classification and prediction method of customer complaints using text mining techniques

摘要

A classification and prediction method for customer complaints using a text mining technique is disclosed. The classification and prediction method for customer complaints using a text mining technique can more accurately predict the customer complaints by analyzing the customer complaints in VOC data with various opinions of a customer using a classification and prediction algorithm for the customer complaints and a TF-IDF technique that is one of the text mining techniques, using a previously defined algorithm as previous information and performing positive/negative classification of the previous information using a naive Bayesian classifier in order to extract complaint data from data crawled in internet, and comparing and analyzing an artificial neural network and an SVM method.