Abstract
PurposeThis study aims to enhance the classification and processing of online appeals by employing a deep-learning-based method. This method is designed to meet the requirements for precise information categorization and decision support across various management departments.Design/methodology/approachThis study leverages the ALBERT–TextCNN algorithm to determine the appropriate department for managing online appeals. ALBERT is selected for its advanced dynamic word representation capabilities, rooted in a multi-layer bidirectional transformer architecture and enriched text vector representation. TextCNN is integrated to facilitate the development of multi-label classification models.FindingsComparative experiments demonstrate the effectiveness of the proposed approach and its significant superiority over traditional classification methods in terms of accuracy.Originality/valueThe original contribution of this study lies in its utilization of the ALBERT–TextCNN algorithm for the classification of online appeals, resulting in a substantial improvement in accuracy. This research offers valuable insights for management departments, enabling enhanced understanding of public appeals and fostering more scientifically grounded and effective decision-making processes.