基于语义分析的智能分类和自助派单方法研究

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中图分类号：TP391.1；TP18 文献标识码：A 文章编号：2096-4706（2025）20-0044-08

Abstract：In order to improve the public satisfaction of govermment service work and deeply practice the conceptof “people's cityfor the people”，this paper conducts aquestioaire surveyonthe three scenariosof hotspot extraction，work order classfcation and task dispatch in the work order processngof“12345”citizen hotline for govermment service.The researchfinds that thecurrent workorder processng generallyhasthe problems ofhighcost andlowefficiencyof manual procesing，andthetraditionalclasificationmethodleads toahigherrorrateofworkorderdispatch.Basedonthis，thispaper takes BERTandERNIEasthebasic models，designs the“12345”workorderinformationextraction，inteligentclasification andself-servicedispatchmodelbasedonsemanticanalysisalgorithm，andcomparesandanalyzes theperformanceofeachmodel through experiments.The results show that the modelcan automatically generate dailynew wordsand hotwords lists for ∗12345∗ work orders. The classification accuracy of work orders exceeds 84% ，and the success rate of self-service order dispatch exceeds 75% . It can be used as a tool for work order classification and order dispatch to assst govermment work.

Keywords： govermment service; informationextraction; intelligentclassification;self-service dispatch

0 引言

近些年来，各地区设立的便民服务热线以及国务院有关部门设立并在地方接听的政务服务便民热线实现了一个号码服务，各地区归并后的市民热线统一为“12345”，为群众反映诉求、解决问题提供了方便，“12345”工单在一定程度上反映了人民群众日益增长的社会治安稳定和便民服务的新需求。（剩余8578字）