Method and device for determining type of user complaint

The application provides a method and device for determining the type of a user complaint. The method includes: acquiring at least one complaint feature corresponding to user complaint information according to the acquired user complaint information, wherein the complaint feature includes: a complaint feature value and a complaint type; acquiring a feature score result corresponding to the at least one complaint feature from a feature score data set, wherein the feature score data set includes a corresponding relation between the complaint features and the feature score results obtained by complaint data statistics of a plurality of historical users; and determining the complaint type corresponding to the user complaint information according to the feature score result corresponding to thecomplaint feature. According to various embodiments in the present application, the intelligent hearing of the user complaint is realized, and the efficiency, accuracy and applicability of the qualitative hearing of the user