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网络运行质量才是通信业生存和发展的基本保障,用户投诉的管理,则是改善企业与用户的关系、提升用户体验借以提升客户满意度的重要举措。早期,投诉处理存在事后分析、点对点分析、着重于KPI指标的分析等局限性,尽管投入多,但效果并不明显。针对早期工作中的不足,引入大数据挖掘技术,采用大数据建模的思路,建立了投诉预测系统,从源头分析用户投诉的深层次原因,在解放投诉人员的同时,极大提升效率,树立了企业的良好形象。
The quality of network operation is the basic guarantee for the survival and development of the communications industry. The management of user complaints is an important measure to improve the relationship between enterprises and users and enhance the user experience so as to enhance customer satisfaction. Early, there are ex post facto analysis of complaints, peer-to-peer analysis, focusing on the KPI analysis of indicators and other limitations, despite the input, but the effect is not obvious. In view of the shortcomings of early work, the introduction of big data mining technology, the use of big data modeling ideas, the establishment of a complaint prediction system, from the source analysis of the user’s deep-rooted causes of complaint, liberation of complaints at the same time, greatly enhance efficiency, establish A good corporate image.