Abstract: Major telecom data contain a large number of unstructured text data,which are difficult for conventional methods to mine information.Text mining can do better than conventional methods under this circumstance.Based on the text data,this paper proposed a new word identification algorithm and a named entity recognition algorithm.At this process,we analyzed the customers’ complaint texts and judged their categories,and then identified the user’s terminal types from their information,which provides better user supports and experiences for the telecom industry.Experiment results validate that the proposed algorithm achieves good performance for the identification of customers’ complaint texts in the telecom.

Key words: Telecom,Big data,Text mining,Pattern recognition,User’s terminal types