基于工作流日志的顾客抱怨受理过程挖掘模型

The Process Tapping Model of Handling Customer Complaints on the Basis of Workflow Log

有效地处理顾客抱怨对于企业非常重要,目前,不少企业开始关注如何对工作流日志形式记录的顾客抱怨处理过程进行挖掘.提出了两种通过构造层次邻接矩阵来实现过程挖掘的方法,提高了模型精度,使预测更为有效.通过提取的过程模型,企业能够预测顾客抱怨受理过程中,接下来的活动是什么,活动执行者是谁,执行概率是多大,需要多少执行时间等信息.

Handling customer complaints effectively is very important to modern enterprises.At present,many enterprises pay attention to the process of handling customer＇s complaints on the basis of workflow log.In this paper,two methods are brought about to construct hierarchical adjacency matrix.On this basis,the accuracy of the process tapping model about acceptance of customer complaints is improved,and forecast is made more effective.Through the extraction of process model,the enterprise can predict what is the next activity,who is the activity performer,how much is the probability,and how much time will it take.