Research and Development of ICT Call Center Data Auxiliary Analysis System Based on Knowledge Discovery

State Grid ICT call center has a large number of data, such as structured work orders and unstructured voice files, and its rich value needs to be developed. Based on the existing cross-media data of State Grid ICT call center, constructing a large-scale knowledge graph, studies data entity extraction technology and entity relationship extraction model, and traces the hot questions of the system according to its data relevance. Auxiliary analysis system of ICT call center data uses hot events to analyze user needs, shortens the time of ICT system fault detection, improves the efficiency of system fault recovery, improves the level of ICT call center intelligence, and guides the optimization direction of service system. Through the pilot application of typical business scenarios such as e-commerce platform, it can effectively improve the answer coverage and answer accuracy of user questions, and improve customer service satisfaction and intelligent analysis level of business system.