Client appeal trend analysis method and system

The invention discloses a customer appeal trend analysis method and system, and the method comprises the steps: carrying out the word segmentation of customer appeal text information, extracting keywords, carrying out the fuzzy matching of a plurality of appeal keywords in a preset content subject term library, and obtaining a plurality of corresponding appeal content subject terms and a plurality of customer appeal categories; fuzzy matching is carried out on the multiple appeal keywords in a preset parameter library to obtain multiple corresponding attention parameters, and the attention parameters are combined and sorted to obtain multiple appeal parameter links; calculating the proportion of the number of each appeal parameter link in a preset current time period in the number of all the appeal parameter links in the corresponding time period, sorting the proportions corresponding to the plurality of appeal parameter links from large to small, and determining appeal trend focus data of customers in the cu