Information customer service acceptance channel management method based on demand analysis

The invention provides an information customer service acceptance channel management method and system based on demand analysis, and belongs to the technical field of data management, and the method specifically comprises the steps: carrying out the description definition of a problem of a user according to an analysis result of problem description data of an information system of the user, the method comprises the following steps: determining similar historical problems of a user and problem similarities of different similar historical problems based on problem description data of the user, and determining problem solving complexity of the user in combination with processing feedback data of the different similar historical problems; and the matching acceptance channel of the user is determined through the congestion evaluation quantity of different screening acceptance channels and the association condition of similar historical problems of the customer service and the user, so that the problem solving effi