摘要
分析了大数据在国内外互联网企业、欧美日韩运营商和其他信息行业中的实践应用,最后介绍了客服中心应用场景,建立来电号码、问题、答案模型,并基于此模型实现了问题矩阵和答案矩阵,为提升客服中心服务水平和运营效率提供了有效支撑。
It analyzes the application of big data to domestic and international Internet enterprises, operators in Europe, the United States, Japan and the South Korea, and other information industry. Final y it introduces client service center application scenarios, builds cal ing number-problems-answer model, and thus gets problems matrix and answer matrix, to provide effective support for improving serving quality and operation efficiency of client service center.
出处
《邮电设计技术》
2014年第5期55-58,共4页
Designing Techniques of Posts and Telecommunications
关键词
大数据
互联网
行业信息化
运营商
客服中心
Big data
Internet
Industry informationization
Operator
Client service center
