A Novel Sentiment Lexicon for Evaluating the Priority of Electrical Service Work Order
Fanqi Meng, Jiehui Gao, Songbin Bao · 2025
Various service requests from power consumers, including maintenance, consultations, complaints, etc., will be converted into electrical service work orders and assigned to relevant departments for processing. Although the traditional first-come-first-served strategy is fair, a large number of work orders often lead to delays for important and urgent work orders, resulting in inefficient service and causing significant losses for both users and power supply companies. To address this challenge, an electrical service work order priority evaluation method based on sentiment analysis is proposed. Its innovation lies in the creation of a dedicated lexicon that integrates both power features and user emotions. Combined with a weighted word vector model, it can effectively capture the severity of power issues and the emotional intensity of users, thereby aligning the urgency of user service requests with the priority of work order processing. Experimental results show that this new sentiment lexicon achieves satisfactory results in evaluating the priority of electrical service work orders. This study lays the foundation for enabling efficient and automated electrical service work order dispatch.